About Centroid

Position Summary

What We’re Looking For

• Flexibility: Adapts quickly when priorities, client needs, or delivery constraints change.
• Process-driven and organized: Uses structure, follow-up routines, and clear communication to keep work moving.
• Intrinsically motivated: Takes initiative, follows through, and looks for ways to improve outcomes.
• Interested in learning and growing: Is coachable, curious, and open to learning Centroid’s way of working.
• Accountable: Owns commitments, raises risks early, and closes the loop with clients and internal teams.

Key Responsibilities

Client Leadership and Account Health

• Lead the overall health of assigned Cloud Managed Services accounts, including client satisfaction, retention, service quality, profitability, and responsible growth.
• Run the regular client and internal cadence, including monthly reviews, QBRs, risk reviews, decision tracking, and follow-up actions.
• Communicate performance, risks, recommendations, and improvement opportunities clearly to client and Centroid leadership.

Service Delivery and Governance

• Oversee service delivery across assigned accounts, technologies, and global teams while staying within SOWs, SLAs, procedures, and Centroid standards.
• Set up practical account governance, including meeting cadence, reporting, escalation paths, roles, responsibilities, and decision processes.
• Coordinate with technical, service desk, security, consulting, vendor, and leadership teams to keep work moving and handoffs clear.

Service Operations, Transitions, and Escalations

• Lead coordination and client communication during incidents, escalations, outages, maintenance windows, production changes, and other high-priority situations.
• Keep ownership clear, drive the communication rhythm, confirm recovery, and make sure RCA and corrective actions are completed.
• Support transitions into Cloud Managed Services by confirming scope, SLAs, resources, access, documentation, knowledge transfer, monitoring, ticket routing, and readiness.

Financial Management

• Manage account financial health, including budget, revenue, margin, utilization, forecasting, billing readiness, and financial risk.
• Watch demand and scope, identify out-of-scope work early, and support change orders, renewals, profitability improvements, and account planning.

Resource Leadership

• Lead onshore and offshore delivery teams supporting 24x7 operations while partnering with technical managers who own direct people management.
• Plan for capacity, identify coverage or skill gaps, coordinate assignments, improve handoffs, and coach teams on communication, documentation, escalation, and follow-through.

Security, Compliance, and Operational Risk

• Ensure assigned accounts follow Centroid’s security, privacy, access-management, audit, data-handling, and compliance requirements.
• Track evidence and follow-up for access approvals, onboarding, offboarding, controls, audit requests, security findings, patching needs, and other risks.

Reporting, Continuous Improvement, and Growth

• Provide clear reporting on SLAs, ticket trends, incidents, changes, availability, risks, projects, utilization, financials, and improvement actions.
• Use service data to spot recurring issues, process gaps, automation opportunities, and practical service improvements.
• Partner with Sales, Consulting, solution architects, and leadership on renewals, proposals, service expansion, and opportunities that create client value.

Additional Expectations

Required Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 10+ years of enterprise IT or technology services experience, including 3 to 5 years leading service delivery, client accounts, operations, projects, or matrixed teams.
• Experience managing multiple client accounts, SLA-based services, ITSM processes, governance, escalations, financials, utilization, scope, reporting, and continuous improvement.
• Ability to build trusted relationships with executive stakeholders and manage customer-facing service-delivery work.
• Strong communication, facilitation, negotiation, conflict-resolution, organization, and prioritization skills.
• Ability to turn complex technical and operational information into clear business communication and action plans.

Preferred Qualifications

• ITIL Foundation or higher; PMP, Certified ScrumMaster, or another service or project management credential is helpful.
• Experience with a Managed Services Provider supporting 24x7 enterprise operations and Oracle application, database, integration, infrastructure, or engineered-system services.
• Working knowledge of OCI, Azure, AWS, Google Cloud, hybrid environments, monitoring, patching, backup and recovery, disaster recovery, security, and identity and access management.
• Familiarity with HaloPSA, ServiceNow, Jira Service Management, OpenAir, or similar platforms, plus experience with executive reviews, renewals, and service-growth opportunities.

Why Join Centroid

At Centroid, you will work with experienced teams, support meaningful client outcomes, and grow your career in a collaborative Cloud Managed Services environment. This role offers the opportunity to lead important client relationships, strengthen delivery practices, and make a visible impact across clients and internal teams.