Managed Services Consultant

About the role

The Managed Services Consultant is responsible for the ongoing management, optimization, and value delivery of one or more services within the Managed Services portfolio. This role serves as a subject matter expert (SME) across assigned service lines or industry use cases and is accountable for ensuring scalable, high-quality service delivery across a portfolio of customers.

Responsibilities

• Own the end-to-end delivery and performance of assigned managed services across a portfolio of customers
• Establish and monitor service-level objectives (SLOs), KPIs, and success metrics aligned to defined service offerings
• Drive standardization and scalability of service delivery models, playbooks, and operating procedures
• Identify trends across the portfolio (adoption, utilization, risk signals) and proactively address gaps
• Act as the primary escalation point for service delivery performance within assigned offering
• Provide guidance on best practices, workflow optimization, and advanced use of the platform/services
• Partner with Client Success Managers to align service delivery with broader customer goals
• Proactively identify opportunities to improve outcomes (efficiency, adoption, compliance, etc.)
• Lead transition from implementation to managed services, ensuring readiness, clear scope, and success criteria
• Define service activation plans, including timelines, milestones, and customer responsibilities
• Ensure knowledge transfer from implementation teams and validate operational readiness
• Mitigate onboarding risks and ensure smooth transition into ongoing service delivery
• Contribute to development and refinement of service offerings, delivery frameworks, and tooling
• Maintain and enhance standard operating procedures, documentation, and knowledge assets
• Support automation, AI enablement, and workflow optimization initiatives across service delivery
• Collaborate cross-functionally (Product, Support, Engineering) to resolve systemic issues

Qualifications

• Bachelor’s Degree
• 4+ years in SaaS service delivery, managed services, or customer operations roles
• Demonstrated experience managing ongoing service portfolios or recurring service engagements
• Strong experience with service delivery frameworks, KPIs, and operational reporting
• Experience operating in roles spanning implementation, post-go-live support, or customer success collaboration
• Exposure to customer lifecycle models (implementation → adoption → optimization)
• Experience defining or scaling managed service offerings
• Technical Acumen: Understanding of integrations, APIs, and system workflows relevant to service delivery
• Ai & Automation Enablement: Ability to leverage automation and AI to improve service scalability and outcomes

Compensation

$65,000 - $80,000 (Yearly)

Benefits

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process.

Additional Information

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute).

You can find these here . You can contact the company’s Data Protection Officer at the above-mentioned postal address. Further information on data protection and your rights can be found here .

Recruiting-Platform powered by SmartRecruiters.