Manager, Managed Services

You will be responsible for leading a growing team of platform enablement specialists in the Managed Services function at Mindtickle. Your role will focus on ensuring delivery success, operational excellence, team development, and future growth in an AI-augmented environment. Your key responsibilities will include: - Ensuring a gold standard delivery experience across all Managed Services engagements. - Overseeing day-to-day operations including migrations, user ops, module setup, reporting, and more. - Tracking and improving SLA compliance, QA consistency, and delivery KPIs. - Leading regular status reviews with internal stakeholders and customers. - Serving as the escalation point for delivery risks and resolution. Additionally, you will be involved in: - Supporting pre-sales scoping, pricing reviews, and solution alignment for Managed Services opportunities. - Reviewing Managed Services-related SOWs and contributing to roadmap planning for key accounts. - Participating in QBRs and stakeholder presentations for strategic accounts. - Monitoring customer roadmaps and ensuring tactical and strategic alignment. - Reporting monthly on operational data and service health. You will also be responsible for: - Building scalable processes, tools, and playbooks for consistent delivery. - Driving automation adoption to improve performance and reduce manual work. - Collaborating with Ops and Finance on Managed Services offerings and cost models. - Conducting regular reviews of work quality, reporting, and risk mitigation. - Identifying opportunities for continuous improvement and best practice rollout. In terms of team leadership, you will: - Manage and coach platform admins and specialists across global accounts. - Conduct regular 1:1s, reviews, and learning plans to develop team skills. - Recruit and grow the team with a focus on accountability and collaboration. - Capture and codify learnings into processes, templates, and toolkits. - Foster a culture of curiosity, ownership, and continuous growth. Furthermore, you will be expected to: - Define the roadmap to evolve Managed Services into a value-add function beyond administration. - Explore new service lines including automation support and reporting operations. - Align with Product, Tech Solutions, and Delivery teams to scale offerings. - Support headcount planning and org design based on roadmap needs. To be successful in this role, you should have: - 8-10 years of experience in delivery, operations management, or customer success. - 4+ years of team management experience in services or SaaS environments. - Strong process thinking, analytical ability, and operational rigor. - Hands-on approach with a strategic mindset, thriving in fast-paced environments. - Exceptional communication, listening, and collaboration skills across teams. - Strong grasp of service metrics, team development, and scalable workflows. - Proven experience with LMS platforms such as Mindtickle is preferred. At Mindtickle, we are committed to creating a highly engaging and rewarding workplace that values diversity and excellence. As an Equal Opportunity Employer, we prioritize our employees" well-being and offer numerous opportunities for growth and development.,