Managed Services Manager

hace 4 días

Bogotá, Colombia Nue.io Careers A tiempo completo

**Why you'll love this NUE opportunity**
We’re looking for an experienced and enterprise-ready leader to build a Managed Services function. This role is responsible for driving the success of a customer portfolio, leading and scaling a high-performing team, and ensuring our customers achieve meaningful outcomes through our evolving platform.

You will own the **Nue’s Managed Services** **operating model** for long-term customer engagements (defining playbooks, SLAs, and quality bars), while acting as a **hands-on leader.** You lead through influence **and**roll up your sleeves to ensure outcomes across the portfolio.

Your team owns ongoing operations, such as enhancements, change requests, data/admin tasks, minor integrations. Your team will deliver to SLAs while driving measurable outcomes (adoption, stability, and cost-to-serve). You’ll be accountable for capacity, quality, and margin across a portfolio of managed contracts.

**Key Responsibilities**

- **Own delivery & SLAs**: Run the Managed Services portfolio with clear response/resolution SLAs, incident/change governance, and executive-ready status reporting.
- **Lead the program**: Define playbooks, runbooks, and quality bars (“definition of done”).
- **Plan capacity & margin**: Forecast demand, schedule resources, manage utilization, and hit gross margin and renewal targets.
- **Standardize the model**: Package services (tiers/SKUs), define intake prioritize deliver review loops, and drive automation/self-service.
- **Partner & escalate**: Coordinate with Support, Product, and Engineering on escalations, fixes, and roadmap dependencies.
- **Customer health**: Maintain customer status cadence; surface risks, upsell/cross-sell opportunities, and expansion SOWs.
- **Hands-on execution**:Support the team with best practices, help with testing and sign off on “definitions of done”, troubleshoot and reproduce issues, build new products and pricing with the team.

**Required Skills and Experience**

- 6+ years in post-sales services (Managed Services, Professional Services, or TAM) with 2+ years leading delivery teams.

- Proven track record running **SLA-based** programs and multi-customer portfolios (capacity planning, utilization, margin).

- Strong customer communication—exec-level status, RCA write-ups, and crisp decision docs.

- Process/ops mindset: you build durable playbooks, KPIs, and continuous improvement loops.

- Familiarity with revenue operations domains (CPQ, subscriptions, invoicing) and Salesforce-adjacent work.

**Nice to Have**

- Experience with AI-assisted operations, leveraging AI tools and agents to ensure process efficiencies.

- Hands-on comfort with Jira/Intercom, Salesforce, and basic data tooling (SQL/ETL).

- Consulting background with packaged service offerings and SOW creation.

**What We Offer**

- Competitive salary and benefits package.
- Opportunity to work in the dynamic and innovative Silicon Valley tech ecosystem.
- The opportunity to **shape the future of Nue’s Managed Services**operations.
- A leadership role with real impact on customer implementations and long-term success.
- A fast-paced, innovative startup environment with room for growth and experimentation.
- Collaboration with passionate teammates across engineering, product, and customer success.

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