Senior Manager - Managed Services

As a Senior Manager in Managed Services, you will own end-to-end service delivery for assigned clients or programs, ensuring performance meets contractual obligations and SLA/KPI targets. You will lead service integration across multiple technology towers such as cloud, cyber, ITSM, and Data Analytics. It is vital to ensure high standards of delivery through structured governance, proactive issue resolution, and stakeholder engagement.

Location
Middle East

Work Conditions

• Up to 20% travel required
• Government clearance required

Roles and Responsibilities

• Service Delivery Leadership

  • Own end-to-end service delivery for assigned clients or programs.
  • Lead service integration across multiple technology towers (e.g., cloud, cyber, ITSM).
  • Ensure high standards of delivery through structured governance and proactive issue resolution.

• Client Engagement & Relationship Management

  • Serve as the primary delivery contact for client executives and service stakeholders.
  • Conduct regular service reviews to communicate performance and risk mitigation.
  • Drive client satisfaction and identify areas for service expansion.

• Governance & Reporting

  • Implement and maintain robust governance frameworks and delivery playbooks.
  • Manage delivery performance dashboards and resource health reports.

• Operational Excellence

  • Drive continuous improvement initiatives across delivery practices.
  • Support audits and compliance checks, monitoring service health.

• Team & Resource Management

  • Lead and mentor delivery teams across multiple regions.
  • Ensure capacity and competency in delivery resources while supporting talent development.

Requirements

• 10+ years in technology service delivery or managed services, with at least 3 years in a leadership role.
• Bachelor’s degree in Computer Science, Engineering, Information Systems or a related field (Master’s preferred).
• Proven experience managing large-scale service engagements in IT services or digital transformation.
• Strong knowledge of ITIL, Agile delivery models, and hybrid delivery environments.
• PMP, ITIL, SAFe, or similar certifications are a plus.
• Proficient in written and spoken English; Arabic is a plus.

Desired Skills

• Leadership
• Strategic mindset
• Stakeholder management
• Ability to influence
• Project management
• Results driven