Overview In this role you will lead end-to-end infrastructure managed services for enterprise clients, spanning hybrid cloud and on premises environments. You will own executive relationships, drive service quality, and steer continuous improvement to grow account value. You'll coordinate across NOC/SOC and delivery teams to ensure 24x7 service continuity and SLA adherence. The position combines strategic account leadership with hands-on governance and a focus on operational excellence and cost optimization.
Compensation / Benefits- medical, dental, vision, life, and long-term disability coverage
- 401(k) plan
- bonus opportunities
- paid holidays
- paid time off
Responsibilities- Serve as the senior accountability for one or more enterprise client accounts across the managed services portfolio
- Lead Executive Business Reviews (EBRs) and Quarterly Service Reviews (QSRs) with performance data, risks, and roadmaps
- Build trusted advisory relationships with C-level stakeholders (CIO, CTO, CISO) to align with evolving business priorities
- Identify upsell and cross-sell opportunities in collaboration with account and sales teams
- Own end-to-end delivery across hybrid cloud, on prem, network, and end-user computing services
- Ensure consistent achievement of SLAs, OLAs, and KPIs; drive root cause analysis for chronic underperformance
- Oversee ITIL-aligned service management lifecycle (Incident, Problem, Change, Capacity)
- Partner with NOC, SOC, and infrastructure teams to ensure 24x7 service continuity
- Define and drive SIPs aligned to client outcomes and MSP profitability targets
- Champion automation and tooling to reduce MTTR and cost-to-serve
- Monitor dashboards and translate data into actionable insights for clients and internal audiences
- Own P&L for assigned accounts; manage revenue recognition, margin, and cost optimization
- Forecast workforce, licensing, and infrastructure costs; lead contract amendments/renewals
- Lead a multi-disciplinary delivery team across the globe; set performance objectives and foster continuous learning
- Manage third-party subcontractors and vendor relationships to ensure integrated service quality
- Travel may be required (0-100% depending on business needs)
Key requirements- Minimum 10+ years in IT infrastructure operations or managed services
- At least 5 years in a client-facing service delivery leadership role
- Minimum 5+ years in managing full-stack infrastructure environments (hybrid cloud Azure/AWS/GCP, on-prem, network, EUC)
- Minimum 5+ years in managing multi-million-dollar client accounts and P&L in MSP/outsourcing
- Minimum 2+ years leading geographically distributed, cross-functional teams in a 24x7 model
- Minimum 2+ years experience with infrastructure monitoring/observability tools and automation (Dynatrace, Datadog, SolarWinds; Ansible, Terraform)
- Bachelor's degree or equivalent work experience (minimum 12 years) (Associate's degree with 6+ years acceptable)
- Executive communication
- Stakeholder management
- Team leadership
- Hybrid cloud management (Azure, AWS, GCP)
- ITIL framework (v4)
- Incident/Problem/Change/Capacity management
