Senior Managed Services Operations Lead

Logicalis, Inc.; Mercer Island (WA); On-site; USD 120,000 - 140,000; Full time

Job summary

Logicalis is seeking a senior leader to drive 24x7x365 Managed Services delivery across the designated scope. You will oversee governance, performance, and risk, while guiding cross-functional teams and ensuring high customer outcomes.

The role emphasizes workload prioritization, quantitative reporting via KPIs and dashboards, and ongoing improvement. Strong people leadership and ITIL-based processes are essential to succeed in this environment.

Qualifications

• Bachelor's degree in a related field preferred; equivalent combination of education and experience accepted.
• ITIL Foundation certification preferred.
• 7-10 years of related IT operations or managed services experience, with 5+ years leading technical teams.

Responsibilities

• Leads the Managed Services operating model for the assigned scope, ensuring ownership and coordination.
• Oversees service performance using KPIs, SLAs, and quality measures; translates findings into actions.
• Establishes and maintains processes, controls, and standards for consistent delivery and governance.
• Manages budget, capacity planning, and staffing to meet demand and service commitments.

Skills

Leadership

Communication

IT operations

ITSM

KPI management

Data-driven reporting

Education

Bachelor's degree

ITIL Foundation certification

Tools

Microsoft Office

Job description

Logicalis is seeking a senior leader to drive 24x7x365 Managed Services delivery across the designated scope. You will oversee governance, performance, and risk, while guiding cross-functional teams and ensuring high customer outcomes.

The role emphasizes workload prioritization, quantitative reporting via KPIs and dashboards, and ongoing improvement. Strong people leadership and ITIL-based processes are essential to succeed in this environment.