Process Ownership & Operational Excellence: govern ITSM-aligned processes across the full service lifecycle; standardize delivery workflows, transition frameworks, and CI protocols; oversee end-to-end project management from initiation through closure; embed AI-assisted automation to shift operations from reactive to proactive.
Financial & Lifecycle Management: govern estimation, sizing, and capacity models; manage the financial lifecycle of service subscriptions with a focus on cost optimization, margin performance, and commercial commitments.
Governance & Strategic Alignment: maintain alignment across delivery constraints, SLA obligations, and performance measures; bridge Delivery and cross-functional teams to translate operational insight into scalable, productized service components.
Resource Management & Planning: own allocation, utilization, and capacity planning across the portfolio; define competency profiles and enablement programs that close capability gaps and support structured team growth.
Change Leadership: drive operational and organizational change across the team; develop adoption plans, communicate transitions clearly, and embed change sustainably, making continuous improvement a core operating value.

Extensive hands-on experience in cloud-managed services operations within a professional services environment.
Deep practical knowledge of ITSM frameworks in complex, client-facing delivery.
Demonstrated experience owning operational financial models: forecasting, service planning, cost optimization, and margin analysis.
Solid project management fundamentals: risk, change, scope control, escalation, and stakeholder management across concurrent engagements.
Working knowledge of automation frameworks and AI-assisted tooling applied to service operations.
Proficiency with ITSM platforms (e.g. ServiceNow, Jira), project management tools (e.g. MS Project, Asana), and knowledge management systems (e.g. Confluence, SharePoint).
(Advantageous) Familiarity with CCaaS platforms and CX infrastructure operations (e.g. Genesys Cloud or comparable enterprise contact-centre solutions).

Culture of relentless performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive pay and benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
ForeverRemote work culture : make the most of the flexibility that comes with remote work.
Growth mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global impact : collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming multicultural environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social sustainability values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Managed Services Operations Lead

Key skills