Global lead, Managed Services

Driving the seamless delivery of global support operations, the Global lead, Managed Services will be instrumental in elevating customer experience and operational efficiency across a complex, digitally enabled environment. This role exists to unify and optimise support functions worldwide, ensuring that incident management, account oversight, and performance measurement are handled with precision and proactive governance. With Dynamics 365 Finance & Operations forming the core technology platform, the successful candidate will influence the ongoing stability and enhancement of services vital to enterprise clients operating across multiple regions.

The Global lead, Managed Services holds responsibility for overseeing all aspects of support operations on a global scale. This includes managing the customer lifecycle from account management through to incident resolution and escalation procedures, ensuring that each interaction aligns with established service standards and business objectives. A key element of the role is to implement and refine performance management frameworks, utilising analytics and reporting tools to provide actionable insight into service delivery metrics and customer satisfaction levels. The position demands rigorous attention to process quality and governance standards, reinforcing a culture of continuous improvement and compliance.

Additionally, this leadership role extends into commercial and contractual domains, where managing service licensing arrangements and partner collaborations is crucial. The individual will navigate complex commercial landscapes to maximise revenue integrity and contractual adherence, collaborating closely with cross-functional teams to ensure alignment between service capabilities and contractual commitments. Partner relationships will be managed to strengthen strategic alliances, fostering a collaborative approach that supports mutual business goals.

Team leadership forms a vital part of the role’s remit. The Global lead, Managed Services will oversee skills development, training programmes, and capacity planning, ensuring the team has the appropriate expertise and resources to deliver outstanding support services. Effectiveness in building cross-functional collaboration will be critical, as the role intersects with numerous internal stakeholders and external vendors to support an integrated service delivery model.

Day-to-day activities will encompass monitoring global support workflows, directing escalation paths, and addressing high-priority incidents with the required urgency and oversight. The role demands a hands-on approach to managing complex situations and balancing competing priorities, while maintaining clear communication channels across international teams and customers operating largely in remote settings. Working remotely in the Eastern Standard Time zone, the role offers the flexibility to lead operations dispersed geographically but requires availability aligned with global business hours.

The technology environment centres heavily on Dynamics 365 Finance & Operations, which positions this role at the intersection of enterprise resource planning and customer service management. Understanding the functionality and operational interdependencies of this platform will be essential in delivering seamless service continuity and identifying potential areas for process optimisation.

This position is permanent and designed for an individual with a strong operational background in service management within information technology. Candidates should be comfortable with global scale operations and demonstrate aptitude in managing multi-stakeholder environments with commercial and contractual complexity. Exceptional analytical skills to interpret service performance data and a proven record in leading high-performing teams are key to success.

The industry context for this role is firmly rooted in Information Technology and Services, reflecting a dynamic and fast-evolving sector where technological integration and continuous service excellence are paramount. The Global lead, Managed Services will therefore be a pivotal figure in maintaining the agility and responsiveness of support functions critical to the delivery of IT services worldwide.