Managed Services Manager job description.
A managed services manager oversees the delivery of outsourced IT or business services to client accounts, ensuring service level agreements are met and issues are resolved efficiently. They manage a team of technicians or account specialists, coordinate with clients on service scope and escalations, and monitor performance against contracted metrics. The role requires both technical understanding and strong client relationship skills, balancing operational efficiency with customer satisfaction across multiple accounts.
The Managed Services Manager job description · $29
The full editable .docx — role summary, 9 worked responsibilities, qualifications, and skills, formatted for your letterhead. Delivered to your inbox within 24 hours — usually instantly.
Role: Managed Services Manager Reports to: IT Director or VP of Operations
A managed services manager oversees the delivery of outsourced IT or business services to client accounts, ensuring service level agreements are met and issues are resolved efficiently. They manage a team of technicians or account specialists, coordinate with clients on service scope and escalations, and monitor performance against contracted metrics. The role requires both technical understanding and strong client relationship skills, balancing operational efficiency with customer satisfaction across multiple accounts.
- Oversee delivery of managed IT or business services across assigned client accounts
- Monitor service level agreements (SLAs) and escalate at-risk accounts
- Manage a team of technicians, engineers, or account coordinators
What's inside the document.
One-paragraph plain-English explanation of the role's outcome and scope.
9 responsibilities phrased the way the work is actually done.
5 qualifications a candidate must have to perform on day 30.
3 qualifications that would make a candidate excellent in year two.
6 skill chips you can copy directly into your ATS.
IT Director or VP of Operations
A complete document set.
- Word document (.docx) — fully editable
- PDF — signature-ready
- Google Docs — one-click copy to your Drive
- 12 months of updates to this document
- Commercial-use licence for internal and client work
The work, not the title.
- Oversee delivery of managed IT or business services across assigned client accounts
- Monitor service level agreements (SLAs) and escalate at-risk accounts
- Manage a team of technicians, engineers, or account coordinators
- Serve as primary escalation point for major client service issues
- Review account performance metrics and identify process improvements
- Coordinate onboarding of new clients and service scope changes
- Collaborate with sales and technical teams on renewals and upsells
- Maintain documentation of service processes and client requirements
- Report service performance and account health to senior leadership
Required — and what would make a candidate excellent.
- Bachelor's degree in business, IT, or related field (or equivalent experience)
- Experience managing service delivery teams or client accounts
- Working knowledge of IT infrastructure, helpdesk, or managed service operations
- Strong client relationship and communication skills
- Experience with SLA management and performance reporting
- ITIL certification or similar service management training
- Experience with ticketing or remote monitoring and management (RMM) tools
- Background in a managed service provider (MSP) environment
Eight steps from download to publish.
- 01Open the Managed Services Manager job description in Word or your one-click Google Docs copy.
- 02Replace placeholders for company name, reporting line, and location with your specifics.
- 03Tighten the summary to one paragraph that names the team's outcome, not just the role.
- 04Edit the responsibilities to match the actual scope of the seat — aim for 6 to 8 items, not 12.
- 05Separate required qualifications from preferred. Required is what a candidate must have to do the work on day 30; preferred is what would make them excellent in year two.
- 06Add salary range guidance using BLS, Payscale, or your own band data — do not copy generic figures.
- 07Have the hiring manager and one peer read it. Cut anything that wouldn't survive a candidate question.
- 08Publish to your ATS, intranet, and external careers page.
The right document at the right moment.
Use this Managed Services Manager job description any time you are opening or reopening a seat at this level. The mid band sets the calibration — copy the document, tighten it to your specific scope, and circulate to the hiring panel before the first interview.
The reporting line (IT Director or VP of Operations) and skills list are starting points. Override either if your org structure or stack differs from the norm — the template is a draft, not a contract.
Honest answers before you download.
- What industries typically hire managed services managers?
- IT managed service providers hire most often, but the role also appears in facilities, HR outsourcing, and other business-process-outsourcing firms.
- What's the difference between this role and an IT manager?
- An IT manager typically runs internal technology operations for one organization, while a managed services manager oversees service delivery to external client accounts.
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This Managed Services Manager job description is a professionally drafted starting point for your hiring process and is not legal advice. Hiring practice varies by jurisdiction (e.g. pay-transparency laws differ across US states and AU jurisdictions). Adapt this document for your specific location and have employment counsel review any clauses you add before publishing. Salary varies by region, employer type, and experience. Reference BLS or current industry surveys for ranges. Full disclaimer.