Manager, Managed Services

Summary

Join KeyData's Managed Services team as a Manager, Managed Services! This full-time, remote position (with travel) requires leading a team, overseeing the delivery of managed services, and ensuring client satisfaction. You will manage projects, develop strategies, and cultivate client relationships. The ideal candidate possesses extensive experience in managing technical services, implementing security solutions (like PAM and IAM), and has strong technical and communication skills. KeyData offers a supportive work environment, opportunities for career growth, and a commitment to work-life balance.

Requirements

• BA/BS degree required, ideally in Computer Science, Mathematics, Engineering, or another technical discipline
• 5–10+ years in management within a technical service organization
• Proven experience implementing Privileged Access Management (PAM), Identity and Access Management (IAM), or other security solutions (e.g., SailPoint, Saviynt, BeyondTrust, ForgeRock, CyberArk, etc.) in client environments
• Skilled in developing technical strategies, architectures, and roadmaps for secure environments
• Deep understanding of network security (IDS, firewall, VPN) and protocols (IP, TCP, UDP, FTP, HTTP, DNS, routing, etc.)
• Proficient in Unix/Linux/Windows administration
• Strong troubleshooting skills with a solid technical aptitude for enterprise IT best practices
• Dedicated to exceeding client expectations, with a proactive client-focused approach
• Excellent interpersonal, written, and verbal communication skills; able to convey complex technical information to diverse audiences
• Proficient in creating detailed documents and reports
• Skilled at building strong relationships and engaging effectively across all organizational levels
• Willingness to travel up to 15% of the time

Responsibilities

• Support the operations and delivery of all managed services offerings, ensuring alignment with enterprise IT best practices
• Plan and manage the delivery of managed services within a large-scale enterprise IT infrastructure environment
• Direct internal resources, coordinate with partners, and oversee application support, maintaining a focus on quality, timeliness, efficiency, and compliance
• Support contract negotiations, pricing discussions, and manage client accounts to secure favorable terms
• Foster client relationships to drive customer success and identify potential new business opportunities
• Lead an operations team in the implementation of complex solutions across various client environments, managing projects from inception to completion
• Supervise teams responsible for the operation, support, and monitoring of client environments, ensuring optimal service
• Develop and enforce policies and operating procedures that support robust service delivery
• Ensure efficient, effective, and round-the-clock support is available to all users (24x7x365)
• Serve as a primary Client Relationship Manager/Account Manager, maintaining high client satisfaction and proactive communication
• Cultivate strong, collaborative relationships with technology partners to ensure seamless and efficient client support
• Meet with clients to ensure seamless service delivery and explore additional service opportunities

Preferred Qualifications

CISSP or similar security certifications (preferred)

Benefits

• Employment Type: Full-Time, Remote, with travel as required
• A Place Putting People First – Our team is our strongest asset. We have smart, hard-working, and talented team members. We support learning and development at all levels and encourage work-life balance as part of our key values
• A Place to Accelerate Your Career – We have the most digital identity solution deployments in Canada and we are in hyper-growth mode across North America. There are extensive opportunities to learn, develop, and advance in different areas of the business
• A Place to Share Your Perspective – We create a culture of respect, belonging, and empowerment for everyone by promoting fair treatment and full participation for all