Managed Services Manager

Service Delivery Manager - Managed ServicesAbout the RoleThe Service Manager role sits at the intersection of technical delivery, people leadership, and commercial accountability as part of a Managed Services Provider (MSP), the Service Manager is responsible for overseeing the operational health of customer cloud environments and ensuring a seamless experience across all touchpoints. AWS Associate Certification is essential for this role.± 50% Technical ± 50% People Management (Customer & Engineering Delivery Team)This role demands a strong delivery mindset, technical credibility, and commercial maturity. You are responsible for ensuring client satisfaction and operational excellence — while representing yourself as a trusted, single point of contact.Core PurposeTo ensure uptime, performance, and value delivery across our clients’ cloud environments through a structured, proactive, and people-led approach — all while delivering a unified, seamless experience as One Team.Key ResponsibilitiesThe successful incumbent will manage the service desk and technical support.Will be key in Client Management, Process Management, and have strong Technical expertise. QualificationsAWS Certification, minimum Associate Level, this is non-negotiable ResponsibilitiesOversee day-to-day operations of customer cloud environments.Ensure proactive monitoring, incident response, and SLA adherence.Drive patching, backups, and disaster recovery execution.Track cost performance, budget alerts, and deliver optimization insights.Improve cloud security posture through continuous enhancements. Technical CompetenceUnderstand infrastructure, systems, and cloud-native operations.Bridge technical conversations between engineers and clients.Guide prioritization, risk mitigation, and delivery assurance.Provide technical clarity and remove ambiguity for delivery teams. People & Delivery ManagementLead engineering delivery teams with clarity, accountability, and direction.Manage customer relationships and serve as the primary point of contact.Align cross-functional teams on delivery timelines and dependencies.Create high-performing teams through coaching, structure, and support. Business Acumen & Commercial OversightTrack and manage multiple client budgets to avoid overruns and leakage.Ensure optimal engineer utilization and alignment to the contracted scope.Forecast delivery capacity, surface risks early, and plan proactively.Collaborate with leadership to ensure sustainable, value-driven growth.What we offerFlexi Hybrid workingCompetitive salary and benefitsProfessional development opportunities