Managed Services Lead

What success looks like in this role

Key Responsibilities

• Act as the single point of accountability to the Customer for all Services delivered under the Support, Managed Services, and Consulting tracks.
• Lead Transition Period governance: establish the RACI and finalize the transition charter; run the weekly governance touchpoint with Customer stakeholders throughout the Transition Period.
• Own execution of the four-phase Program Timeline — Mobilize & Governance, Discovery & Readiness, Transition, and Optimize & Scale — and drive the transition from the Outgoing Providers (Accenture and Tribe AI) to BAU operations.
• Track and report progress against the transition milestones: BAU Readiness, BAU Assumable, Transition Exit, and the quarterly Industrialize marker (continued transition to agentic delivery labor).
• Coordinate the formal, time-boxed knowledge-transfer exercise with the Outgoing Providers, ensuring implementation artefacts (configurations, prompt/agent catalog, integration documentation) are captured and validated.
• Establish and maintain the executive dashboard for adoption, cost, and value reporting, and chair the reporting cadence with Customer's Executive Sponsor.
• Provide hypercare support through cutover to Steady State and own the transition to ongoing operations.
• Ensure ServiceNow/ITSM configuration (resolver groups, service level clocks, role-based access controls) is completed and fit for purpose for the Services.
• Own overall Service Level performance across SL-1 through SL-8, monitor risk to targets (particularly through the 60-day Stabilization Period), and drive remediation plans.