Manage delivery of managed services, building mature client relationships and anticipating their needs.
Track key metrics to ensure SLAs are consistently achieved and lead incident response with clear communication.
Ensure accurate invoices, reports, and team tools while proactively identifying risks and driving improvements.
Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy with over 30 years of experience, we deliver extraordinary impact by helping clients solve complex business problems with technology.
Oversee daily team operations, manage workload distribution, and serve as an escalation point for complex client issues.
Coach team members through monthly 1-on-1 sessions, conduct root cause analysis, and foster accountability.
Maintain service board hygiene, review completed work, and attend weekly leadership meetings.
Intelligent Technical Solutions is an IT services company providing managed support and cybersecurity. They emphasize a culture of core values, leadership behaviors, and a customer-first mindset, with a team-based environment.
Lead technical service delivery and act as senior escalation point for Tier 1 and Tier 2 analysts, resolving complex incidents and maintaining SLA performance.
Coach, mentor, and provide real-time guidance to Service Desk Analysts, supporting team development and quality assurance.
Collaborate with Tier 3 engineers and specialist teams to drive timely resolution of incidents and service requests using Microsoft, infrastructure, and ITSM expertise.
Jobgether uses an AI-powered matching process to review applications and share top candidates with hiring companies. The partner company is a large-scale enterprise IT service delivery organization with a collaborative, technical environment.
Lead a team of Delivery Engineers and Engineer Leads to deliver enterprise contact center implementations.
Establish and continuously improve standardized professional services delivery methodologies and reusable assets.
Partner with Sales, Customer Success, and Product Management to align customer commitments and delivery capacity.
The company provides enterprise contact center solutions to customers. They are a growing organization with a focus on remote work and professional services.
Lead and manage the IT Service Desk team to deliver high-quality, employee-focused support.
Drive continual service improvement, including automation and standardization of incidents and requests.
Oversee operational performance, KPIs, and escalation processes to meet business needs.
Turnitin is a global innovator in education integrity solutions, partnering with educators and institutions to promote authentic learning. With over 16,000 institutional customers in 185+ countries, the company fosters a remote-first culture emphasizing purpose and accountability.
Coordinate CX service delivery and daily operations to ensure alignment with SLA requirements.
Monitor service requests, tickets, and operational metrics to ensure timely response and issue resolution.
Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams.
Miratech is a global IT services and consulting company that helps visionaries change the world by supporting digital transformation for some of the world's largest enterprises. With nearly 1000 full-time professionals and a culture of Relentless Performance, the company has maintained a 99% project success rate since 1989 and operates across 5 continents in over 25 countries.
Lead and develop a team of NOC engineers through coaching, one-on-ones, and performance discussions.
Drive operational excellence by overseeing daily operations, ensuring SLAs, and managing workload distribution.
Act as primary escalation point for critical incidents, coordinating technical resources and communication.
DYOPATH is a managed services provider that operates a Network Operations Center serving multiple clients. The company fosters a collaborative culture focused on accountability, growth, and continuous improvement.
Manage operational excellence for technology delivery and timely generation of SLA reports.
Drive issue resolution, root cause analysis, and day-to-day production support for a mid-size HealthPlan.
Coordinate with offshore teams, vendors, and manage customer escalation resolution.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge. UST HealthProof, a trusted partner for health plans, has a global workforce of over 4,000 people built on simplicity, integrity, and leadership.
Lead a small team of engineers working on high-impact systems, balancing technical context with people leadership and process design.
Drive execution by translating product vision into clarity, removing blockers, and partnering with Product and Security leads.
Coach and mentor 3–6 engineers, creating psychological safety and fostering a culture of accountability and growth.
Confiant is cybersecurity built for advertising, securing the ad economy by detecting and blocking malvertising and scams. They are a lean, senior team fostering a culture of collaboration, curiosity, and continuous improvement.
Support the VP of Engineering with pre-sales tracking and services delivery tasks.
Create and manage proposals, statements of work, change orders, and vendor certifications.
Ensure strong internal customer experience through high communication and professionalism across teams.
GuidePoint Security provides trusted cybersecurity expertise, solutions, and services to help organizations minimize risk. The company has grown to over 1,300 employees and is known for its core values, collaborative culture, and rapid growth.
Own customer-facing response for high-stakes technical situations and restore confidence in the platform.
Lead cross-functional investigations with R&D and translate technical findings into clear executive communication.
Build and drive critical situation management processes and playbooks for common scenarios.
Abnormal protects the humans behind the world's most critical organizations from AI-powered cybercrime. Trusted by 4,500+ enterprises, they use behavioral AI to stop evolving threats and value diversity and inclusion.
Build and maintain strategic client relationships across MSP and cybersecurity accounts.
Own client retention, renewals, upsells, and revenue targets while acting as a trusted advisor.
Collaborate across teams to shape commercial proposals and drive digital growth.
The partner company is a growth-focused firm serving the MSP and cybersecurity ecosystem, offering digital marketing and commercial strategy services. It operates with a global, fully remote team and emphasizes autonomy, collaboration, and direct client ownership.
Own delivery of the AHT reduction project, planning, running, and reporting on progress against target.
Lead the phone systems rollout as a discrete project, working closely with the AutOps team.
Run the complaints process end to end and lead a small team of direct reports, coaching them to hit targets.
Tem is rebuilding the energy transaction to make it transparent and fair, building the first AI-native infrastructure for buying, selling, and pricing electricity. With a $75 million Series B led by Lightspeed, the company is scaling internationally to bring fair access to low-cost electricity.
Lead and scale GSI partnership strategy across North America for ServiceNow Cyber and Risk.
Manage a team of GSI Partner Managers, driving joint pipeline generation and revenue impact.
Build deep relationships with GSI practice leaders and execute Joint Go-to-Market motions.
ServiceNow is the AI control tower for business reinvention, helping 85% of the Fortune 500 work smarter, faster, and better. The company builds an AI-native culture where technology and talent are unstoppable together.
Lead the regional implementation and evolution of the ESM Practice strategy, driving consulting excellence and commercial performance.
Act as a senior advisor to strategic clients, overseeing complex engagements and ensuring delivery quality.
Accelerate the development and adoption of ESM and AI-enabled solutions across the region.
Valiantys is an Atlassian Platinum Solution Partner that delivers cutting-edge team collaboration and productivity tools. The company is a global innovator with a focus on enabling organizational success through technology and a culture of flexibility and growth.
Lead and uplevel a team of 6-8 Account Executives across varying experience levels.
Coach both inbound conversion and outbound prospecting, maintaining a consistent quality bar.
Drive the full lifecycle motion into an existing customer base, managing multi-stakeholder conversations.
Instrumentl builds software for grant-funded organizations. It is a hypergrowth, YC-backed startup with over 5,000 nonprofit customers, cash flow positive, and a collaborative, mission-driven culture.
Lead and mentor a team of Account Managers to drive customer retention and expansion.
Build executive-level relationships and partner with Sales, Product, and Engineering teams.
Drive revenue growth through renewals, upsells, and cross-sells while meeting team targets.
ScaleOps is redefining autonomous cloud and AI infrastructure. Backed by Insight Partners and Lightspeed Venture Partners with over $210M in funding, the company is a leading player in a massive and growing market.
Lead complex customer escalations from assessment through resolution, restoring trust with enterprise clients.
Coordinate cross-functional investigations across R&D, Engineering, Product, and Support teams.
Translate technical findings into clear communication for operational and executive stakeholders.
Our partner is a company in enterprise cybersecurity, focused on restoring customer trust through high-impact technical support. They are a fast-moving organization that values empathy and strong cross-functional collaboration, seeking a Critical Situation Manager to lead complex escalations.
Oversee partner performance governance, monitoring KPIs and SLAs to ensure quality and customer satisfaction.
Lead escalations and corrective actions, driving timely resolution and continuous improvement.
Manage operational governance, reporting, and coordination across teams to align partner delivery with ServiceNow standards.
ServiceNow provides an AI platform for business reinvention, integrating AI, data, and workflows to help organizations work smarter. It serves 85% of the Fortune 500 and fosters an AI-native culture focused on innovation and collaboration.