Managed Services Lead

Managed Services Lead LocationIndiaEmployment TypeFull timeLocation TypeRemoteDepartmentProfessional ServicesCerta is the AI-first third-party operating system. Enterprises, from the Fortune 500 to fast-growing startups, use our no-code platform to onboard, assess, and monitor their vendors, suppliers, and partners across risk, compliance, and ESG. We have processed over 10 million entities for 100,000+ users across 120+ countries, and are backed by Fin Capital, Vertex Ventures, and Point72 Ventures. About the RoleSeveral of our largest enterprise customers buy a premium managed services package - a dedicated pod of Certa solution engineers handling their day-to-day tickets, configuration changes, and platform requests. Today, no single person runs the program across these accounts: cadence is inconsistent, prioritization varies, guardrails are light, and no one owns the team's workload.This role fixes that. You'll be the project manager and delivery lead for the managed services portfolio - today around 5 enterprise accounts and 3–5 solution engineers, both set to grow significantly as we scale. You own the client relationships, the quality bar, the processes, and the people. You're building this function, not maintaining one.Please note: this role will have some overlap with US and UK business hours to stay close toenterprise customers.What You'll DoOwn the portfolio: Act as the single owner and project manager across all accounts with a clear view of every client's status, managing each against its package entitlements (hours, ticket volume, SLA tier) to protect margin and flag renewal risk and expansion early.Run the delivery rhythm: Own ticket intake, triage, prioritization, assignment, and resolution across all accounts; define and hold SLAs by severity (P1–P4); and run root-cause analysis on every breach.Onboard & engage clients: Transition new clients from implementation onto a consistent support model, hold weekly calls and health checks, act as primary escalation contact, and lead monthly and quarterly service reviews.Build the operating model: Create the managed services playbook (intake, prioritization, severity definitions, runbooks, response templates) and put deployment guardrails in place for enterprise tenants (change requests, peer review, sandbox validation, release windows, rollback plans).Lead the team: Own hiring, onboarding, coaching, and performance management for the largely early-career solution engineers, and design a coverage model (shifts and on-call across time zones) that meets SLAs without burnout.Bridge & report: Be the link to Product and Engineering on escalations, bugs, and roadmap input, and to Customer Success, Account Management, and Sales on renewals and growth - reporting the metrics that matter (SLA compliance, MTTR, CSAT, backlog/ticket aging, throughput).What You'll NeedExperience: 5+ years in managed services, premium or production support, professional services, or technical program/project management within B2B SaaS or enterprise software.Customer ownership: A track record of owning enterprise customer relationships, including the difficult conversations.Program management: Strong end-to-end project and program management across multiple accounts at once, without dropping threads.Tools & ecosystem: Hands-on with ITSM and ticketing platforms (Jira, Zendesk, ServiceNow, or similar), plus familiarity with the enterprise SaaS and ERP ecosystem (SAP, Oracle, Workday, NetSuite) that clients integrate with.People management: Direct experience hiring, coaching, and performance-managing support or delivery teams, including across time zones.Communication & technical fluency: Clear communication with enterprise stakeholders, translating between technical detail and business impact, with comfort around APIs, integrations, and no-code workflow configuration (no coding required).Mindset: Ownership, proactiveness, and curiosity - you pick up what falls through the cracks and act on problems...