Principal, Managed Services Portfolio and Technical Delivery Leader

Duration: FTE

Location: 100% Remote, MN-Minneapolis or PA-Philadelphia preferred

Overview: Turnberry Solutions is seeking a Principal, Managed Services Portfolio and Technical Delivery Leader to help scale and operationalize our growing Managed Services portfolio across ITSM, Application Managed Services (AMS), Cloud & Infrastructure Operations, and emerging Data & AI support services.

This is a senior leadership role operating at the intersection of delivery excellence, technical leadership, managed services growth, and client partnership. Beyond running steady-state delivery, this leader is expected to sit across the table from client architects, CTOs, and technical leadership. They absorb customer technical directives, shape multi-year modernization roadmaps within our AMS engagements, and translate both into concrete operational and engineering plans. The ideal candidate is equally comfortable stabilizing a complex managed services engagement, navigating a customer's long-term technical direction, leading executive governance discussions, shaping new managed service opportunities with sales teams, and building scalable delivery models that improve quality, efficiency, and profitability over time.

This role is designed for a growth-stage practice leader who blends operational accountability with hands-on technical credibility in cloud, modernization, and AI. We need someone who can be the most trusted technical voice in the room with a client, and the most disciplined delivery leader in the room internally.

The Principal will oversee delivery leaders and service managers while also partnering closely with sales, solutioning, and executive leadership to support new client pursuits and expansion opportunities.

Preferred location is Minneapolis or Philadelphia, with hybrid flexibility and travel as needed to support clients and pursuits.

Responsibilities:

• Managed Services Delivery Leadership
  • Oversee delivery quality, operational performance, and client satisfaction across managed services engagements
  • Lead and mentor Service Delivery Managers, Support Leads, and operational leadership teams
  • Drive service stabilization, operational maturity, and scalable governance models across accounts
  • Serve as executive escalation point for critical delivery, operational, or client issues
  • Ensure SLA/KPI adherence, operational transparency, and continuous improvement across engagements
  • Establish scalable governance, reporting, knowledge management, and service review frameworks
  • Drive operational rigor across Incident Management, Problem Management, Change Management, Service Delivery Governance, Capacity and Demand Management, and Continuous Service Improvement
• Technical Delivery and Modernization Leadership
  • Serve as the senior technical voice across the managed services portfolio, credible with client architects, CTOs, platform engineering leaders, and security leadership
  • Own the technical narrative within AMS engagements: absorb customer technical directives, evaluate impact across the supported application estate, and translate them into actionable delivery, modernization, and operational plans
  • Shape and steer the long-term technical roadmap conversations inside managed services engagements, moving accounts beyond pure run-the-lights operations into modernization, platform evolution, and value-generating engineering work
  • Provide architectural guidance to AMS delivery teams on cloud architecture (AWS, Azure, GCP), application modernization patterns (replatform, refactor, rearchitect), and integration approaches
  • Lead technical due diligence for new managed services pursuits and transitions; assess application landscapes, identify technical risk, and shape credible technical solutions and ramp plans
  • Drive technical decision-making on production incidents and complex problem management cases where pattern recognition across architecture, cloud, and modernization is required
  • Partner with client engineering and platform teams to align managed services execution with their broader technology strategy
  • Champion engineering excellence within AMS: code quality, observability, automation, secure-by-default delivery, and reliability engineering practices
• Managed Services Growth and Sales Enablement
  • Partner with Turnberry sales leaders to support managed services pursuits and account expansion opportunities
  • Help shape and position managed service offerings aligned to client operational, technical, and business outcomes
  • Participate in solution development, proposal creation, transition planning, client presentations, and executive-level pursuit conversations
  • Bring technical credibility into pursuits
  • Speak fluently with prospects on cloud, modernization, and AI, and convert technical conviction into commercial confidence
  • Support the evolution of recurring revenue opportunities across ITSM and Service Desk, Application Managed Services, Cloud and Infrastructure Operations, and Data and AI operational support services
  • Act as a trusted advisor to clients evaluating vendor transitions, offshore delivery models, service stabilization initiatives, and operational/modernization transformation programs
• Global Delivery and Managed Services Transformation
  • Lead and support the establishment of offshore and hybrid delivery models
  • Oversee transitions from incumbent vendors to Turnberry-managed service models
  • Build scalable operational frameworks for net-new managed services, onshore-to-offshore transitions, follow-the-sun support, and dedicated delivery teams
  • Drive operational readiness activities including knowledge transfer strategies, transition governance, service stabilization plans, SLA baselining, and resource ramp-up/ramp-down planning
  • Ensure operational models balance quality, scalability, cost efficiency, customer experience, and employee engagement
• Offering Standardization and Practice Development
  • Help standardize Turnberry's managed services offerings, delivery playbooks, governance models, technical reference architectures, and operational accelerators
  • Contribute to the evolution of reusable frameworks for transition management, SLA reporting, governance cadence, KPI management, continuous improvement, modernization patterns, and automation and AI enablement
  • Support talent development and hiring efforts for managed services leadership, delivery, and technical roles
  • Help define scalable operational and engineering best practices that reinforce Turnberry's delivery excellence and customer-first culture
• AI and Modernization Leadership
  • Bring an AI-forward, modernization-forward mindset to managed service operations and delivery transformation
  • Continuously evaluate opportunities to improve service outcomes through automation, AI-assisted operations, knowledge management, predictive analytics, AIOps capabilities, and operational intelligence
  • Drive adoption of AI-assisted software engineering practices (Claude Code, Cursor, GitHub Copilot, and similar) within AMS delivery teams to accelerate code changes, refactoring, modernization work, test generation, runbook authoring, and incident analysis, with clear guardrails on review, validation, and human-in-the-loop sign-off
  • Identify modernization opportunities within steady-state AMS portfolios (cloud migration candidates, legacy code retirement, observability uplift, platform consolidation) and shape them into client-funded modernization tracks alongside the run book
  • Partner with internal and client stakeholders to apply practical AI capabilities that improve service quality, efficiency, cost optimization, and customer experience
  • Stay current on emerging cloud, modernization, AI, and operational technology trends relevant to managed services

Qualifications:

• Consulting and Leadership Experience
  • 10+ years of experience in consulting, managed services, or enterprise IT operations leadership
  • Proven experience operating in a hybrid consulting and MSP leadership environment
  • Demonstrated success leading large-scale operational delivery teams and client-facing managed services engagements
  • Experience managing Service Delivery Managers, operational leads, or multi-layer delivery organizations
  • Strong executive communication and stakeholder management capabilities, comfortable in CIO, CTO, and Head-of-Engineering conversations
• Technical Depth
  • Hands-on technical leader at some prior point in career
  • Personally architected, built, or led modernization of production systems and can still hold a deep technical conversation today
  • Strong working knowledge of cloud platforms (AWS, Azure, or GCP) across architecture, operations, cost, security, and reliability
  • Cloud certifications are a plus
  • Demonstrated experience leading application modernization initiatives: legacy-to-cloud migrations, monolith decomposition, replatforming, refactoring, API/integration modernization, and observability uplift
  • Fluent with AI-assisted software engineering workflows (Claude Code, Cursor, Copilot, or equivalent) and clear point of view on where agentic coding accelerates AMS delivery and where human judgment must stay in the loop
  • Working familiarity with AI/ML and GenAI patterns in an enterprise context (AIOps, RAG, intelligent automation, knowledge mining, predictive operations), with judgment on what's hype vs. what delivers
  • Ability to absorb customer technical directives, evaluate them against the existing application estate, and produce a credible point of view in real time
• Managed Services and Operational
  • Expertise Experience in at least two of the following areas:
    • ITSM/Service Desk Operations
    • Application Managed Services (AMS)
    • Cloud and Infrastructure Operations
    • Data and AI operational support services
  • Must have hands-on experience with:
    • Transitioning services from incumbent vendors.
    • Establishing offshore or hybrid delivery models
    • Migrating services from onshore to offshore support structures
    • Launching net-new managed service operations
    • SLA-driven operational delivery models
    • Follow-the-sun or 24x7 support environments
• Delivery and Transformation Capabilities
  • Strong experience with:
    • Operational governance models
    • KPI and SLA management
    • Transition planning and knowledge transfer
    • Service stabilization and continuous improvement
    • Resource planning and capacity management
    • ITIL / ITSM operational frameworks
    • Escalation management and operational risk mitigation
  • Preferred exposure to:
    • ServiceNow
    • Cloud platforms (AWS, Azure, GCP), both operational and architectural
    • Observability and monitoring platforms (Datadog, Splunk, New Relic, Dynatrace, etc.)
    • Automation and AIOps tooling
    • Infrastructure-as-code (Terraform) and CI/CD pipelines

Leadership Profile:

• Successful candidates will demonstrate:
  • Growth-stage leadership mindset
  • Strong operational and technical accountability, owning both the SLA and the architecture decisions
  • Entrepreneurial thinking and bias toward action
  • Ability to lead through ambiguity and scale
  • Client-first mentality with technical credibility
  • Collaborative leadership style
  • Executive presence with operational and engineering depth
  • Passion for building high-performing teams, scalable services, and modern engineering culture

What Success Looks Like:

• First 12-18 Months:
  • Stabilize and scale delivery operations across existing managed services engagements, including newly won large-scale AMS accounts
  • Become the trusted technical counterpart to key client architects and CTOs, owning customer technical directives, shaping responses, and steering long-term technical roadmap conversations within AMS engagements
  • Strengthen governance, SLA performance, and client satisfaction across the portfolio
  • Identify and launch at least one modernization or cloud uplift track within an existing AMS engagement, funded as an expansion of the relationship
  • Support Turnberry sales teams in landing and expanding managed services clients with credible technical solutioning
  • Help standardize managed services offerings, transition models, technical reference architectures, and delivery frameworks
  • Introduce practical automation, AI-assisted engineering, and AI-forward operational improvements that demonstrably improve service outcomes
  • Improve operational consistency, scalability, and delivery maturity across the portfolio

Why This Role Matters:

Managed Services is a strategic growth area for Turnberry Solutions, and the scale of recent wins makes this hire pivotal. As our managed services accounts grow in size and technical complexity, the teams need a senior leader who can both run the operation with discipline and own the technical conversation with clients, navigating their architectural directives, shaping their long-term technical direction inside our engagements, and surfacing modernization opportunities that keep our partnerships moving forward. We are looking for a leader who can help shape the future of our managed services business. Someone who combines operational credibility, technical depth in cloud and modernization, AI fluency, growth orientation, and transformation leadership to help Turnberry continue delivering premium outcomes for our clients.

The salary range for this role is $170,000 to $190,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives.

At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.

Americans with Disabilities Act (ADA) 

Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com.