JOB SUMMARY

This role is responsible for enabling successful adoption of Managed Services across the business by preparing, educating, and supporting business leaders through transition and ongoing operations. This role ensures Managed Services arrangements are effectively embedded into business processes, that leaders understand their responsibilities, and governance requirements are consistently met, including Quality Control.

Acting as the primary bridge between business leadership and the Managed Services Governance team, this role ensures alignment between strategic intent, operational execution, and compliance expectations.

ESSENTIAL FUNCTIONS

1. Managed Services Enablement & Adoption

• Partner with business leaders to assess readiness for Managed Services initiatives.

• Support the development of Managed Services adoption plans, including transition timelines, stakeholder engagement strategies, and risk considerations.

• Identify capability gaps within business teams and coordinate targeted training and enablement.

• Provide hands-on support during planning and early-stage transitions to ensure smooth onboarding of outsourced services.

• Promote best practices and standard methodologies for effective Managed Services adoption.

2. Stakeholder Preparation & Training

• Educate business leaders on Managed Services models, operating structures, and engagement expectations.

• Coordinate training sessions covering:

• Roles and responsibilities in outsourced operating models

• Service management fundamentals

• Vendor engagement and performance management

• Escalation pathways and decision rights

• Ensure business stakeholders understand how to effectively manage and interact with outsourced providers.

• Develop detailed guidance materials, playbooks, and reference documentation for ongoing use.

3. Governance Liaison & Compliance

• Serve as the primary liaison between business units and the Managed Services Governance team.

• Ensure business leaders understand and adhere to governance frameworks, policies, and controls.

• Facilitate compliance with contractual obligations, regulatory requirements, and internal standards.

• Coordinate preparation for governance forums, audits, and performance reviews.

• Ensure appropriate documentation is maintained for Managed Services arrangements, including roles, responsibilities, and service expectations.

4. Role Clarity & Accountability

• Define and reinforce clear roles and responsibilities between:

• Business owners

• Service providers

• Governance functions

• Ensure accountability structures are understood and followed by all stakeholders.

• Support resolution of ambiguity in decision rights or operational ownership.

• Act as an escalation point for role confusion or governance breakdowns.

5. Performance & Continuous Improvement

• Manage the offshore Quality Control Team, including oversight, parameter development, calibrations, audits, and performance monitoring.

• Work with governance teams to monitor Managed Services performance metrics and service outcomes.

• Identify recurring issues or inefficiencies in outsourced operating models.

• Recommend and support improvements to governance processes, operating models, and engagement practices.

• Capture lessons learned and incorporate them into continuous improvement initiatives.

6. Change Management & Communication

• Support change management efforts related to Managed Services initiatives.

• Develop communication plans to ensure business stakeholders are informed and engaged.

• Help leaders manage cultural and operational shifts associated with Managed Services adoption.

• Reinforce adoption of new ways of working across business units.

• Perform other duties as deemed necessary and appropriate by management.

NON-ESSENTIAL FUNCTIONS

• Provide backup support for teammates as needed.

• Participate in training, mentoring, and ongoing professional development of team members and new hires.

• Ensure professional skills are continuously improved through internal and external development opportunities.

• Participate in team-building and other organizational activities.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree required; MBA or Master's degree preferred.

• 10+ years of experience in risk, operations, business reporting, and/or analysis.

• 10+ years of progressive leadership experience, including program management and managed services vendor management.

• 5+ years of experience working with business stakeholders in a cross-functional matrix environment.

• Background in business operations, transformation, or service delivery governance.

• Excellent stakeholder management and influencing skills at the senior leadership level.

• Ability to translate governance frameworks into practical, business-friendly guidance.

• Strong facilitation, training, presentation, and communication skills.

• Experience in change management or organizational transformation strongly preferred.

• Familiarity with service management frameworks (ITIL or equivalent) preferred.

• Exceptional communication, leadership, influencing, and interpersonal skills with the ability to drive change in a cross-functional environment.

• Self-motivated, decisive, and adaptable to changing priorities and business needs.

• Strong influencing and relationship-building skills.

• Proficient in English.

• Advanced proficiency with Microsoft Office Suite and related business applications.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

• Work is performed in a temperature-controlled office environment and may require travel.

• Ability to sit, stand, and ambulate throughout the workday.

• May occasionally lift and/or carry up to 20 pounds.

• Ability to bend and stoop to utilize office equipment.

• Regular use of computers, telephones, copiers, and related office equipment.

• Ability to reach, push, pull, grasp, balance, hear, speak, and perform routine physical movements associated with office work.

• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

• May be required to travel for business purposes.

WORK ENVIRONMENT

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing this job, employees may be exposed to varying weather conditions during travel. Noise levels are generally moderate.

WORK SCHEDULE

Employee will be required to work the agreed-upon hours presented in the offer letter. Schedule may vary based on business demands and may require a combination of standard business hours, after-hours work, and occasional weekend support.

ACKNOWLEDGEMENT

This description reflects management's assignment of essential functions and does not prescribe or restrict the tasks that may be assigned. Employees are responsible for the satisfactory execution of the essential functions described herein under all applicable working conditions.