# Managed Services Sr. Manager

> SSC HR Solutions · Cairo, Egypt · — · Posted 2026-02-02

**Workplace:** on_site

**Department:** Information Technology

## Description

**Role Purpose**

The **Managed Services Senior Manager** is responsible for **owning and scaling the recurring revenue engine** by ensuring stable, high-quality, and continuously improving day-to-day operations for all managed services customers.

This role safeguards **renewals, long-term outsourcing contracts, and operational SLAs** by delivering reliable service, driving customer adoption, and enabling operational efficiency. It ensures that managed services operate as a **profitable, predictable, and scalable business line**, not just a support function.

**Key Responsibilities**

**1\. Managed Services Operations Ownership**

-   Oversee end-to-end delivery of all managed services engagements, including renewals and headcount-based outsourcing contracts.
-   Ensure 24/7 operational readiness (where applicable) across support, DevOps, and infrastructure.
-   Act as the escalation owner for critical incidents, service disruptions, and customer issues.

**2\. Revenue Protection & Growth**

-   Own renewal readiness and execution in coordination with Sales and Customer Success.
-   Ensure service performance directly supports contract renewals and upsell opportunities.
-   Identify expansion opportunities within existing accounts (scope growth, service upgrades, additional capacity).

**3\. Service Quality & SLA Management**

-   Define, monitor, and continuously improve SLAs, OLAs, and KPIs.
-   Ensure compliance with contractual commitments (availability, response time, resolution time).
-   Drive root-cause analysis and preventive actions for recurring issues.

**4\. Customer Success & Adoption Leadership**

-   Lead Customer Success and Adoption teams to maximize product and service utilization.
-   Ensure onboarding, enablement, and ongoing adoption programs are executed effectively.
-   Translate customer feedback into actionable improvement initiatives.

**5\. DevOps & Infrastructure Excellence**

-   Govern DevOps pipelines to ensure stability, scalability, and release reliability.
-   Oversee cloud infrastructure performance, cost optimization, and security.
-   Ensure alignment between development teams and managed services operations.

**6\. Operational Efficiency & Cost Control**

-   Optimize staffing models for managed services and outsourcing engagements.
-   Balance cost, utilization, and service quality to protect margins.
-   Drive automation and AI-enabled operations (AIOps, self-healing, predictive monitoring).

**7\. Cross-Functional Coordination**

-   Work closely with COO, PMO, Sales, Finance, and Technology to align service delivery with business goals.
-   Support commercial teams with operational inputs for renewals and outsourcing deals.
-   Coordinate smooth handover from project delivery to managed services.

**8\. Governance & Executive Reporting**

-   Maintain transparent reporting on service performance, risks, renewals, and financial health.
-   Provide the COO and executive leadership with insights on operational trends and improvement opportunities.
-   Ensure compliance with internal policies, security standards, and regulatory requirements.

## Requirements

**Main Objectives**

1.  **Protect and grow recurring revenue** through high-quality managed services delivery.
2.  **Achieve strong renewal rates** and long-term customer retention.
3.  **Ensure operational stability** across support, DevOps, and infrastructure.
4.  **Maximize customer adoption and satisfaction**, turning services into strategic partnerships.
5.  **Optimize cost and utilization** to maintain healthy managed services margins.
6.  **Enable scalable growth** through automation, standardization, and operational maturity.

**Key KPIs**

**Revenue & Retention**

-   Renewal rate (%)
-   Revenue retention rate (GRR / NRR)
-   Upsell / expansion revenue from existing customers
-   Managed services revenue growth (%)

**Service Performance**

-   SLA compliance rate (%)
-   Mean Time to Respond (MTTR)
-   Mean Time to Resolve (MTTR)
-   Service availability / uptime (%)

**Customer Experience**

-   Customer Satisfaction Score (CSAT)
-   Net Promoter Score (NPS)
-   Adoption rate / feature utilization
-   Escalation frequency

**Operational Efficiency**

-   Cost per managed account
-   Support ticket volume per customer
-   Automation rate (%)
-   DevOps deployment success rate

**People & Capability**

-   Team utilization rate (%)
-   Attrition rate within managed services teams
-   Training & certification completion rate

## Apply

[Apply at SSC HR Solutions](https://apply.workable.com/ssc-hr/j/925E399CB2/apply)

---
Powered by [Workable](https://www.workable.com)