Director of Managed Services

We are looking for an experienced Director of Managed Services (Director of Support) to join our team and take ownership of multi-client service operations. The ideal candidate is client-focused, proactive, and has a strong background in IT service delivery, support leadership, and managed services strategy.

Type:

Full-time

Remote

Job ID:

JR-115810

Technologies:

ITIL

ITSM

SLA Management

KPI Tracking

Incident Management

Problem Management

Change Management

Escalation Management

Service Reporting

Process Improvement

JIRA

ServiceNow

Confluence

Agile

SCRUM

Kanban

Locations:

Ukraine

In this role, you will lead and develop our managed services practice, ensuring operational excellence, strong client partnerships, and long-term business value. You will oversee multiple service engagements, set strategic direction, and take responsibility for governance, performance management, and continuous service improvement. As Director of Managed Services, you will work closely with cross-functional teams and senior stakeholders to drive growth and ensure consistently high-quality outcomes for our clients.
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• 8+ years in IT service delivery/managed services or enterprise client engagement, including product support and development-adjacent work;

• Proven leadership of multi-client, multi geo managed services operations with measurable outcomes;

• Deep understanding of ITIL/ITSM (incident, problem, change, request) and modern Agile/Scrum/Kanban and DevOps/CI CD practices;

• Experience running backlog-driven CR delivery, sprint/release management, and coordinating L2/L3 bug fixes into stable releases;

• Demonstrated ability to influence senior stakeholders (including C level) and manage executive communications/escalations;

• Expertise in SLA/KPI governance and continuous service improvement, complemented by Agile metrics (lead/cycle time, throughput, velocity, defects);

• Cross functional collaboration with Delivery, IT, Product, Account Management, and Business units;

• Strong analytical decision making with a business outcomes focus; comfortable with financial ownership (forecasting, budgeting, profitability);

• Pre-sales/solutioning experience including client onboarding/transition design;

• Familiarity with software development methodologies and their integration into managed services (branching/versioning basics, quality gates, test automation concepts);

• Excellent documentation and executive level presentations; clear, concise stakeholder updates;

• Self-driven, strategic thinker with a proactive approach to problem solving;

• Language: English proficiency at C1 level or higher.

• Certifications such as ITIL v4, Scrum Master/PO, SAFe, DevOps (e.g., DASA), PMP/PRINCE2;

• Hands on familiarity with ITSM (e.g., ServiceNow, Jira Service Management) and ALM/Agile tools (e.g., Jira/Azure DevOps, Git, CI/CD pipelines);

• Exposure to cloud platforms (e.g., Azure/AWS/GCP) and observability tooling.

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Strategy & Operating Model:

• Define and execute the strategic vision for Managed Services aligned with company and client goals;

• Develop governance frameworks, service catalogs, and operating models integrating ITIL/ITSM, Agile, and DevOps;

• Design intake and prioritization models for incidents, problems, and change requests.

Service Delivery & Product Support:

• Lead service engagements across clients and regions, ensuring consistent delivery quality;

• Oversee L2/L3 support, root-cause analysis, knowledge base management, and problem resolution;

• Ensure smooth coordination across internal teams (Delivery, IT, Product, Account Management, and Sales) for seamless service handoffs.

Agile Delivery of Change Requests:

• Manage backlog of small CRs, including discovery, sizing, and sprint planning;

• Facilitate Agile ceremonies and ensure delivery velocity while maintaining production stability;

• Govern release management and CI/CD practices for frequent, low-risk deployments.

Client Leadership & Growth:

• Serve as executive sponsor for key clients, driving satisfaction, retention, and growth;

• Support pre-sales with solution design, SoW inputs, and onboarding strategies.

Financial Ownership & Reporting:

• Own departmental P&L, including forecasting, capacity planning, cost optimization, and profitability by client/portfolio;

• Develop and maintain executive dashboards that unify SLA/KPI service metrics with Agile delivery metrics (e.g., response/restore times, backlog health, lead/cycle time, velocity, escape rates).

People Leadership:

• Build, mentor, and scale high‑performing, cross‑functional teams (support engineers, developers, QA, DevOps);

• Drive capability building, succession planning, and a culture of customer obsession, operational excellence, and engineering quality.

Continuous Improvement & Innovation:

• Lead service improvement initiatives using automation, observability, and data-driven insights;

• Stay abreast of industry trends, platforms, and regulatory changes to keep services relevant, secure, and compliant.
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• 20 days of paid vacation, 15 paid days of sick leave with a doctor's note, and 5 days of paid sick leave without a doctor's note;

• Medical insurance coverage for employees (depending on the location);

• Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);

• Regular team-building opportunities as well as bi-annual company-wide events;

• Flexible work environments, including in-office, remote, or hybrid, based on employee preference and manager approval.