Managed Services Solutions Lead

Description

ROLE MISSION

Own the bridge between what a customer needs, what Sales sells, and what ConnectUs delivers. This person uncovers customer problems, translates requirements into an executable Scope of Work, quarterbacks cross functional delivery, and builds repeatable processes and automation that allow Managed Services to scale.

THE OPPORTUNITY

This is not a traditional Project Manager role. The Managed Services Solutions Lead is a customer facing solutions and delivery leader who can move comfortably between discovery calls, solution design, SOW development, implementation leadership, operational problem solving, and process improvement.

The right person takes ownership of the outcome. They make sure the customer, Sales, and delivery teams have the same definition of success before work begins and remain accountable through implementation and operational handoff.

TOP 3 PRIORITIES

1. Discovery, Solution Design & SOW Development

• Partner with customers and Sales to uncover the customer's current state, problems, requirements, constraints, and desired future state.

• Ask strong discovery questions before prescribing a solution.

• Translate business, technical, logistical, and operational requirements into clear, executable Scopes of Work.

• Define responsibilities, workflows, dependencies, deliverables, milestones, SLAs, assumptions, exclusions, integrations, and success criteria.

• Identify gaps or ambiguity before commitments are made.

• Determine and provide customer pricing for proposed Managed Services solutions by translating scope, labor, technology, logistics, and other delivery requirements into accurate pricing that supports customer outcomes and appropriate project economics.

2. Quarterback Managed Services Delivery

• Own the transition from solution design to implementation and ongoing service delivery.

• Coordinate Sales, Solutions, Operations, Warehouse, Procurement, MDM/UEM, Development, Support, and outside partners as required.

• Establish clear owners, milestones, dependencies, risks, escalation paths, and customer communication.

• Identify issues before they become customer problems and drive resolution when plans change.

• Ensure what is delivered matches what was sold and solves the customer's underlying problem.

3. Build Scalable Processes, Systems & Automation

• Map current workflows and identify manual steps, bottlenecks, duplicated effort, and tribal knowledge.

• Turn repeatable work into documented SOPs, playbooks, templates, and system driven workflows.

• Partner with technical and development resources to identify opportunities for APIs, integrations, workflow automation, customer self service, and internal automation.

• Build an operating model that allows Managed Services volume to grow faster than required headcount.

• Develop and provide pricing for Managed Services solutions based on the defined scope, required resources, solution components, and delivery model.

Requirements

KEY RESPONSIBILITIES

• Participate in strategic customer discovery and solution calls with Sales.

• Lead requirements gathering and process mapping.

• Create, review, and validate SOWs before customer commitment.

• Lead implementation kickoff and ongoing project governance.

• Maintain customer communication throughout implementation.

• Manage scope changes, dependencies, risks, and escalations.

• Create repeatable implementation playbooks for common ConnectUs solutions.

• Conduct post implementation reviews and incorporate lessons learned.

• Champion continuous improvement across Managed Services delivery.

• Develop and provide pricing for Managed Services solutions based on the defined scope, required resources, solution components, and delivery model.

IDEAL BACKGROUND

• 5+ years in managed services, professional services, solutions consulting, implementation, systems integration, enterprise mobility, IT services, SaaS, telecom, or a similar customer facing technology environment.

• Demonstrated experience translating customer requirements into SOWs, implementation plans, or solution designs.

• Experience leading complex cross functional customer implementations without relying solely on direct authority.

• Strong business process mapping and workflow improvement skills.

• Experience developing customer pricing, estimates, or commercial proposals based on solution scope, resource requirements, and delivery costs.

• Working understanding of APIs, system integrations, ITSM, CRM, ERP, MDM/UEM, mobility, logistics, or adjacent enterprise technologies.

• Excellent written and verbal communication with both executive and technical audiences.

SUCCESS PROFILE

The ideal candidate combines the discovery instincts of a solutions consultant, the ownership of an implementation leader, the discipline of a program manager, and the systems mindset of a process automation leader.

SUCCESS MEASURES

• High SOW accuracy with minimal post sale requirement surprises.

• 90%+ of committed implementation milestones achieved on time.

• 95%+ of implementations delivered to agreed requirements.

• Consistent reduction in implementation cycle time and preventable escalations.

• Repeatable workflows documented for recurring Managed Services functions.

• Measurable quarterly reduction in manual work through process improvement or automation.

• Accurate and timely solution pricing that reflects the agreed scope, delivery requirements, and appropriate project economics.

• Strong customer and Sales satisfaction with discovery, communication, and delivery ownership.