We are currently looking for a Manager, Managed Services to join KeyData’s Managed Services team! Are you an experienced leader in managed services, ready to drive excellence across enterprise IT operations? We’re seeking a results-oriented professional to oversee the delivery and support of our managed services, ensuring seamless performance, client satisfaction, and adherence to best practices. In this role, you'll manage a team, coordinate with partners, and develop strategies to deliver complex solutions across diverse client environments.

Our Managed Services teams are focused and dedicated to the customers, and you will help drive the success of the IAM program by understanding and advocating for our customers’ issues. This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work. 

If you're passionate about working in an environment where you can experience accelerated growth, development and a high impact, this role could be for you!

Location: Canada

Employment Type:  Full-Time, Remote, with travel as required.

RESPONSIBILITIES:

• Support the operations and delivery of all managed services offerings, ensuring alignment with enterprise IT best practices.
• Plan and manage the delivery of managed services within a large-scale enterprise IT infrastructure environment.
• Direct internal resources, coordinate with partners, and oversee application support, maintaining a focus on quality, timeliness, efficiency, and compliance.
• Support contract negotiations, pricing discussions, and manage client accounts to secure favorable terms.
• Foster client relationships to drive customer success and identify potential new business opportunities.
• Lead an operations team in the implementation of complex solutions across various client environments, managing projects from inception to completion.
• Supervise teams responsible for the operation, support, and monitoring of client environments, ensuring optimal service.
• Develop and enforce policies and operating procedures that support robust service delivery.
• Ensure efficient, effective, and round-the-clock support is available to all users (24x7x365).
• Serve as a primary Client Relationship Manager/Account Manager, maintaining high client satisfaction and proactive communication.
• Cultivate strong, collaborative relationships with technology partners to ensure seamless and efficient client support.

REQUIRED QUALIFICATIONS:

• BA/BS degree required, ideally in Computer Science, Mathematics, Engineering, or another technical discipline.
• 5–10+ years in management within a technical service organization.
• Proven experience implementing Privileged Access Management (PAM), Identity and Access Management (IAM), or other security solutions (e.g., SailPoint, Saviynt, BeyondTrust, ForgeRock, CyberArk, etc.) in client environments.
• CISSP or similar security certifications (preferred).
• Skilled in developing technical strategies, architectures, and roadmaps for secure environments.
• Deep understanding of network security (IDS, firewall, VPN) and protocols (IP, TCP, UDP, FTP, HTTP, DNS, routing, etc.).
• Proficient in Unix/Linux/Windows administration.
• Strong troubleshooting skills with a solid technical aptitude for enterprise IT best practices.
• Dedicated to exceeding client expectations, with a proactive client-focused approach.
• Excellent interpersonal, written, and verbal communication skills; able to convey complex technical information to diverse audiences.
• Proficient in creating detailed documents and reports.
• Skilled at building strong relationships and engaging effectively across all organizational levels.
• Meet with clients to ensure seamless service delivery and explore additional service opportunities.
• Travel: Willingness to travel up to 15% of the time.

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