Manager, Managed Services

Overview of 66degrees

66degrees is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear, quantifiable outcomes. Our company is the culmination of several successful firms, each a leader in its own right in cloud, artificial intelligence, and data. This convergence of talent and expertise is how we help businesses reach their own "inflection point," where chaotic data becomes a strategic asset, complexity becomes clarity, and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise, with autonomous systems unlocking human potential.

At 66degrees, we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way.

Overview of Role

This management position—Senior Manager, Managed Services Operations—is focused on driving client-centric service excellence within a dedicated region or services function. The role is responsible for top-tier service delivery, ensuring clients' IT systems remain operational and satisfaction is maximized. A core responsibility is the fulfillment of contracted Managed Services outcomes, alongside contributing to the strategic planning, building, and support necessary to meet broader organizational goals

Responsibilities

• Proactively monitors and drives service delivery to clients.
• Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
• Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
• Ensures that the standard client information repository related to technology, operations manuals is current and accurate.
• Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
• Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
• Reviews training requirements for service operations teams.
• Engages with clients for technical operations as part of routine operations.
• Plans and implements key service improvement priorities based on a continual service improvement approach.
• Feeds continual service improvement priorities into the automation team.
• Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
• Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business.
• Ensures maximum uptime and the accurate and early response to client operational issues.
• Responsible for resource planning and work allocation to meet agreed service levels.
• Identifies opportunities for continuous service improvement.

To thrive in this role, you need to have:

• Excellent organizational and team management skills.
• Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Advanced understanding of budgets and cost management.
• Excellent time management, prioritization and delegation abilities.
• Excellent focus on client centricity.
• Highly focused on business outcomes.
• Ability to guide the team through transformational objectives set out by the business.
• Excellent ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Qualifications

Academic qualifications and certifications:

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience:

• Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
• Advanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
• Advanced demonstrated experience in organizational change management (transformational experience).
• Advanced demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class.