Managed Services Lead

What success looks like in this role:

The Managed Services Lead is the single point of accountability to the Customer for all Services delivered under the Three-Track Model (Support, Managed Services, Consulting) for the Anthropic Claude Platform Managed Services engagement. The role owns Transition governance and planning through to Steady State, and leads communications, hypercare, and continuous improvement across the engagement.

Key Responsibilities

• Act as the single point of accountability to the Customer for all Services delivered under the Support, Managed Services, and Consulting tracks.
• Lead Transition Period governance: establish the RACI and finalize the transition charter; run the weekly governance touchpoint with Customer stakeholders throughout the Transition Period.
• Own execution of the four-phase Program Timeline — Mobilize & Governance, Discovery & Readiness, Transition, and Optimize & Scale — and drive the transition from the Outgoing Providers (Accenture and Tribe AI) to BAU operations.
• Track and report progress against the transition milestones: BAU Readiness, BAU Assumable, Transition Exit, and the quarterly Industrialize marker (continued transition to agentic delivery labor).
• Coordinate the formal, time-boxed knowledge-transfer exercise with the Outgoing Providers, ensuring implementation artefacts (configurations, prompt/agent catalog, integration documentation) are captured and validated.
• Establish and maintain the executive dashboard for adoption, cost, and value reporting, and chair the reporting cadence with Customer's Executive Sponsor.
• Provide hypercare support through cutover to Steady State and own the transition to ongoing operations.
• Ensure ServiceNow/ITSM configuration (resolver groups, service level clocks, role-based access controls) is completed and fit for purpose for the Services.
• Own overall Service Level performance across SL-1 through SL-8, monitor risk to targets (particularly through the 60-day Stabilization Period), and drive remediation plans.
• Manage the change control process for any change to scope, rollout priority, or delivery expectations, escalating for amendment or Change Order as required.
• Serve as primary escalation point between the delivery team and Customer's AI Governance Lead, ITSM & AI Owner, and Executive Sponsor.

Required Qualifications

• Claude Certified Architect – Foundations (CCA-F) — Anthropic's official proctored certification for designing and shipping enterprise-grade Claude applications (or committed to obtaining it within an agreed timeframe of joining).
• Proven experience leading large, multi-track managed services engagements, ideally including platform transitions from an outgoing service provider.
• Strong command of ITSM/ServiceNow-based service delivery models, incident/change/service-request management, and service level frameworks.
• Demonstrated experience running structured transition/mobilization programs (RACI, transition charters, readiness assessments, cutover planning).
• Excellent executive-level communication and stakeholder management skills; comfortable chairing governance forums and steering committees.
• Working knowledge of AI/GenAI platform operations (e.g., enterprise LLM platforms) sufficient to govern a Claude-based managed service.
• Experience managing knowledge-transfer exercises from incumbent/outgoing providers.

Preferred Qualifications

• Direct experience with the Anthropic Claude platform or comparable enterprise AI platforms.
• ITIL certification or equivalent service management credential.
• Experience in agentic/AI-augmented delivery models.
• Prior experience serving as an engagement lead for a client in professional/real estate services or similarly regulated industries.

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You will be successful in this role if you have:

BA/BS degree and 12+ years’ relevant experience OR equivalent combination of education and experience.

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