Senior Manager, Software Development (Managed Services Automation)

Summary

We are seeking a Senior Manager to lead and accelerate the automation transformation across our combined Managed Services (MS) organization. This role is critical to building a resilient, highly scalable managed operations business capable of serving customers well beyond our strategic top-tier accounts.

You will define and drive the next phase of our Managed Services evolution—strengthening MSP frameworks, industrializing operations, and embedding automation at scale.

Key Responsibilities

• Lead a multidisciplinary team responsible for quality engineering, automation assurance, AI validation, operational readiness, and continuous improvement focused on identifying the highest-risk operational activities that reduce human error and drive quick improvements within the business, fostering a culture of innovation, accountability, collaboration, and continuous improvement.
• A strong grasp of modern AI paradigms, including building agentic systems that can perform autonomous diagnostics and prescriptive repair. This requires hands-on knowledge of Large Language Models (LLMs) like Gemini (or equivalent) for tasks such as natural language interaction and code generation.
• Own and drive the end-to-end Managed Services automation program, taking it to the next level
• Map key MS processes and functions into ServiceNow workflows to enable automation and scale
• Lead the rationalization and cleanup of observability capabilities across the MS portfolio
• Prioritize and sequence near-term and mid-term initiatives that measurably reduce Sev 1 and Sev 2 incidents
• Develop and communicate automation value realization and benefits cases, including for Cornerstone and related initiatives
• Lead and mentor a high-performing team of MS process and tooling experts
• Partner & collaborate closely with Engineering, Product Management, Operations, Service Delivery, Cybersecurity, Architecture, and Vendor partners to ensure quality is embedded throughout the service lifecycle.

Leadership Competencies

• Strategic and innovative thinking
• Strong business and operational acumen
• Exceptional leadership and team-building capabilities
• Executive presence and communication skills
• Customer-centric decision-making
• Collaboration and influence across organizational boundaries
• Data-driven problem solving
• Ability to lead through ambiguity and change
• A passion for quality, operational excellence, and continuous improvement

Critical Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, Engineering, or equivalent practical experience.
• 7+ years of experience in software engineering, quality engineering, automation development, DevOps, platform operations, or related technology disciplines.
• 3+ years of experience leading technical teams in software development, quality assurance, automation engineering, managed services, or operational support environments.
• Must have a thorough understanding of current IT operations, including change management processes, common causes of failures, and existing monitoring tools (e.g., NewRelic).
• Experience building and scaling automation testing and quality assurance frameworks.
• Strong understanding of Agile, DevOps, CI/CD, and modern software engineering methodologies.
• Experience leading cross-functional initiatives across development, operations, and business organizations.
• Proven track record of delivering measurable business and operational outcomes through technology initiatives.
• Strong analytical, problem-solving, and decision-making capabilities.

Preferred Qualifications

• A mindset focused on delivering value quickly, even if the solution isn't a perfect. This involves integrating with existing bespoke tools (like EnGenius) and building custom dashboards to fill immediate visibility gaps.
• Experience leading Quality Engineering, Test Automation, Platform Assurance, Service Assurance, Automation Excellence, or SDET organizations.
• Experience within Managed Services, Telecommunications, Cloud Services, Cybersecurity Services, IT Operations, or Enterprise Technology environments.
• Strong background in automation, process engineering, industry frameworks for service management and ServiceNow
• Experience with AI-enabled solutions, intelligent automation, AIOps, machine learning validation, or AI governance frameworks.
• Expertise in Google Cloud Platform (GCP) or equivalent, particularly its data and AI services like BigQuery, Vertex AI, and GCP Agent Builder (or equivalent) designing a scalable, multi-tenant AIOps platform from the ground up
• Working knowledge of modern technology platforms including Kubernetes, Docker, Terraform, Python, GitHub, GitLab, Jenkins, Azure, AWS,latform.
• Experience establishing governance frameworks, operational controls, and quality standards for business-critical platforms and services.
• Strong understanding of ITIL-based service management processes including incident, problem, change, and release management.
• Comfortable leading cross-functional teams,  managing third-party vendors, strategic partners, and outsourced delivery teams while influencing at all levels of management in a fast paced environment
• Strategic thinker with hands-on execution capability and demonstrated success leading transformational initiatives and organizational change programs.