Organizational Description: At Cambay Solutions LLC, everything we do, every day adds fuel to exceptional digital customer experience. We do this by utilizing our technology expertise to enable our clients to deliver an exceptional experience to their customers. Job Summary: The Practice Lead for Managed Services is responsible for leading a team of professionals delivering managed IT services to clients. This role involves developing and executing service strategies, managing operations, ensuring high-quality service delivery, overseeing client relationships, and driving business growth within the managed services practice. The Practice Lead will also be responsible for implementing best practices, optimizing processes, and ensuring that managed services are aligned with client expectations and business goals. Key Responsibilities: Strategic Leadership & Direction: Define and execute the strategic vision for the managed services practice, ensuring alignment with the company''''s broader goals. Establish and lead key service delivery objectives for the team, focusing on quality, efficiency, and customer satisfaction. Work closely with executive leadership to define growth strategies and market positioning for managed services. Service Delivery Management: Oversee the end-to-end delivery of managed IT services, including infrastructure management, cloud services, network management, security, and helpdesk support. Ensure service level agreements (SLAs) and key performance indicators (KPIs) are met consistently. Drive operational excellence, focusing on process improvement, service automation, and incident resolution. Team Leadership & Development: Lead, manage, and mentor a team of engineers, technicians, and service managers. Foster a culture of collaboration, innovation, and continuous learning within the managed services team. Hire, train, and develop new staff while ensuring existing team members have opportunities for career growth and skill enhancement. Client Relationship Management: Build and maintain strong relationships with key clients, acting as the primary point of contact for escalations and strategic discussions. Regularly meet with clients to assess service delivery, gather feedback, and propose improvements. Ensure that all managed services are customized to meet client needs and exceed expectations. Financial Management & Profitability: Develop and manage budgets for the managed services practice. Ensure profitability of the managed services portfolio by managing costs, optimizing resources, and increasing service efficiency. Drive pricing strategies for managed services offerings and negotiate contracts with clients. Governance, Risk, and Compliance: Ensure that managed services comply with industry regulations, internal policies, and best practices for security and data privacy. Oversee risk management, identifying potential service risks and proactively addressing them. Stay up to date with regulatory requirements and ensure that managed services adhere to these requirements. Continuous Improvement & Innovation: Identify opportunities for service improvement and drive innovation in technology and processes. Foster a culture of continuous improvement through regular reviews of service delivery, performance metrics, and client feedback. Evaluate emerging technologies and solutions to enhance the managed services portfolio. Sales & Business Development: Support sales and business development efforts, working with the sales team to identify new business opportunities and upsell existing clients. Participate in client presentations, proposals, and contract negotiations. Drive the development of service offerings to meet market demands and position the company as a leader in managed services.
Job Title
Practice Lead for Managed Services