Principal, Managed Services Portfolio and Technical Delivery Leader

Responsibilities

• Managed Services Delivery Leadership
• Oversee delivery quality, operational performance, and client satisfaction across managed services engagements
• Lead and mentor Service Delivery Managers, Support Leads, and operational leadership teams
• Drive service stabilization, operational maturity, and scalable governance models across accounts
• Serve as executive escalation point for critical delivery, operational, or client issues
• Ensure SLA/KPI adherence, operational transparency, and continuous improvement across engagements
• Establish scalable governance, reporting, knowledge management, and service review frameworks
• Drive operational rigor across Incident Management, Problem Management, Change Management, Service Delivery Governance, Capacity and Demand Management, and Continuous Service Improvement
• Technical Delivery and Modernization Leadership
• Serve as the senior technical voice across the managed services portfolio, credible with client architects, CTOs, platform engineering leaders, and security leadership
• Absorb customer technical directives, evaluate impact across the supported application estate, and translate them into actionable delivery, modernization, and operational plans
• Shape and steer the long-term technical roadmap conversations inside managed services engagements, moving accounts beyond pure run-the-lights operations into modernization, platform evolution, and value-generating engineering work
• Lead technical due diligence for new managed services pursuits and transitions; assess application landscapes, identify technical risk, and shape credible technical solutions and ramp plans
• Drive technical decision-making on production incidents and complex problem management cases where pattern recognition across architecture, cloud, and modernization is required
• Partner with client engineering and platform teams to align managed services execution with their broader technology strategy
• Champion engineering excellence within AMS: code quality, observability, automation, secure-by-default delivery, and reliability engineering practices
• Managed Services Growth and Sales Enablement
• Partner with Turnberry sales leaders to support managed services pursuits and account expansion opportunities
• Help shape and position managed service offerings aligned to client operational, technical, and business outcomes
• Support the evolution of recurring revenue opportunities across ITSM and Service Desk, Application Managed Services, Cloud and Infrastructure Operations, and Data and AI operational support services
• Support talent development and hiring efforts for managed services leadership, delivery, and technical roles
• What Success Looks Like
• First 12-18 Months:
• Stabilize and scale delivery operations across existing managed services engagements, including newly won large-scale AMS accounts
• Become the trusted technical counterpart to key client architects and CTOs, owning customer technical directives, shaping responses, and steering long-term technical roadmap conversations within AMS engagements
• Strengthen governance, SLA performance, and client satisfaction across the portfolio
• Identify and launch at least one modernization or cloud uplift track within an existing AMS engagement, funded as an expansion of the relationship
• Support Turnberry sales teams in landing and expanding managed services clients with credible technical solutioning
• Help standardize managed services offerings, transition models, technical reference architectures, and delivery frameworks
• Introduce practical automation, AI-assisted engineering, and AI-forward operational improvements that demonstrably improve service outcomes

Qualifications

• Consulting and Leadership Experience
• 10+ years of experience in consulting, managed services, or enterprise IT operations leadership
• Proven experience operating in a hybrid consulting and MSP leadership environment
• Demonstrated success leading large-scale operational delivery teams and client-facing managed services engagements
• Strong executive communication and stakeholder management capabilities, comfortable in CIO, CTO, and Head-of-Engineering conversations
• Technical Depth
• Hands-on technical leader at some prior point in career
• Personally architected, built, or led modernization of production systems and can still hold a deep technical conversation today
• Strong working knowledge of cloud platforms (AWS, Azure, or GCP) across architecture, operations, cost, security, and reliability
• Cloud certifications are a plus
• Demonstrated experience leading application modernization initiatives: legacy-to-cloud migrations, monolith decomposition, replatforming, refactoring, API/integration modernization, and observability uplift
• Fluent with AI-assisted software engineering workflows (Claude Code, Cursor, Copilot, or equivalent)
• Clear point of view on where agentic coding accelerates AMS delivery and where human judgment must stay in the loop
• Working familiarity with AI/ML and GenAI patterns in an enterprise context (AIOps, RAG, intelligent automation, knowledge mining, predictive operations), with judgment on what's hype vs. what delivers
• Able to absorb customer technical directives, evaluate them against the existing application estate, and produce a credible point of view in real time
• Managed Services and Operational Expertise
• Experience in at least two of the following areas: ITSM/Service Desk Operations, Application Managed Services (AMS), Cloud and Infrastructure Operations, Data and AI operational support services
• Must have hands-on experience with: transitioning services from incumbent vendors, establishing offshore or hybrid delivery models, migrating services from onshore to offshore support structures, launching net-new managed service operations, SLA-driven operational delivery models, follow-the-sun or 24x7 support environments, operational governance models, KPI and SLA management, transition planning and knowledge transfer, service stabilization and continuous improvement, resource planning and capacity management, ITIL / ITSM operational frameworks, escalation management and operational risk mitigation
• Preferred exposure to: ServiceNow, Cloud platforms (AWS, Azure, GCP), both operational and architectural, observability and monitoring platforms (Datadog, Splunk, New Relic, Dynatrace, etc.), automation and AIOps tooling, Infrastructure-as-code (Terraform) and CI/CD pipelines
• Leadership Profile
• Successful candidates will demonstrate:
• A growth-stage leadership mindset
• Operational and technical accountability, owning both the SLA and the architecture decisions
• Entrepreneurial thinking and bias toward action
• Ability to lead through ambiguity and scale
• Client-first mentality with technical credibility
• Collaborative leadership style
• Executive presence with operational and engineering depth
• Passion for building high-performing teams, scalable services, and modern engineering culture