Global Managed Services Leader

Summary

Join NewRocket as the Global Managed Services (MS) Lead and oversee the provision of managed services globally. Lead global delivery, talent allocation, and ensure client satisfaction by collaborating with various departments and client partners. Manage performance metrics aligned with OKRs and serve as the single point of contact for delivery quality and escalations. Lead a team across integrated departments to drive operational excellence and foster career development. Report to Neeraj K Sharma, India Leader. This role requires proven leadership in professional services, strong communication and talent management skills, and a deep understanding of operational excellence.

Requirements

• Proven leadership in professional services, with expertise in managing integrated departments and exceeding client expectations
• Collaborative, analytical, and results-oriented, with a strong focus on operational excellence and performance metrics
• Exceptional communication and talent management skills, with a demonstrated ability to build and lead high-performing teams
• Master's or Bachelor's degree in a relevant field
• 12+ years in a senior management role, with extensive experience in large-scale software implementation, operations outsourcing, or program management within a professional services or consulting environment
• 7+ years of people management experience in a global setting

Responsibilities

• Oversee the provision of managed services
• Lead global delivery
• Lead talent allocation
• Ensure client satisfaction
• Collaborate with NewRocket crew (sales, professional services, staffing, human resources) and client partners to integrate practice-based solutions and best practices into regional delivery capabilities
• Manage performance metrics in line with NewRocket’s Objectives and Key Results (OKRs)
• Serve as the single point of contact for delivery quality and success, as well as escalations related to delivery expectations
• Lead a team across various integrated departments to drive operational excellence
• Foster career development within the team

Preferred Qualifications

• Deep understanding of the ServiceNow platform and regional market dynamics
• Ability to foster a positive and innovative work environment, driving team engagement and problem-solving
• Proven ability to influence and gain cooperation with diverse stakeholders, even when interests diverge
• Strong financial acumen and reporting skills
• PMP and ITIL certifications
• Client-focused and entrepreneurial, with a proven track record of building strong client relationships and leading large teams (100+)
• Exceptional general management, software development, and operational skills