Manager, Engineering, Managed Services - Mainframe

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Engineering, Managed Services - Mainframe based in United States.

This role leads a Managed Services Engineering team responsible for delivering critical mainframe technology services to customers. You’ll own service delivery, customer satisfaction, operational performance, and financial outcomes across assigned technology environments. The position combines people leadership with hands-on oversight of service quality, process improvement, resource planning, and technical operations. You’ll work closely with customers, sales, product development, professional services, vendors, and internal engineering teams to align services with business needs. A key part of the role is continuously improving service delivery through operational metrics, standardized processes, performance management, and effective use of engineering resources. You’ll also serve as a product owner for assigned services, helping shape their current and future direction while maintaining strong customer relationships. This fully remote opportunity is suited to an experienced technology services leader who can manage complex priorities, build high-performing teams, and act as a trusted strategic advisor.

Responsibilities

• Lead and manage a Managed Services Engineering team, ensuring service, operational, customer satisfaction, and business targets are consistently achieved.
• Own delivery of one or more managed services and act as the product owner for assigned services and technology areas.
• Align engineering teams with broader service strategies and coordinate effectively with product development, professional services, sales, and other internal stakeholders.
• Manage customer relationships through regular business reviews, sales opportunities, service discussions, and support escalations.
• Monitor customer satisfaction metrics and proactively address service issues, risks, and opportunities for improvement.
• Prioritize workloads, allocate engineering resources, review service desk queues, and maintain appropriate on-call coverage.
• Recruit, develop, motivate, coach, and retain high-performing engineering teams through regular feedback and individual development planning.
• Establish clear performance expectations and use objective and subjective measures to manage individual and team performance.
• Oversee problem, change, and work-order management processes, ensuring operational procedures are followed and continuously improved.
• Implement and maintain operational frameworks, standard operating procedures, and quality assurance practices.
• Identify process, organizational, and service-delivery gaps through ongoing analysis and continuous service improvement initiatives.
• Manage operational costs, planning, forecasting, and budgets for assigned services.
• Build and maintain productive relationships with strategic technology partners and vendors, including major infrastructure and software providers.
• Work collaboratively with peers and cross-functional leaders to manage customer expectations, resolve complex issues,