Principal, Managed Services Portfolio and Technical Delivery Leader Job at Turnberry Solutions (Minneapolis)

Job Description

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.

Job Responsibility

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
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
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
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
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
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

Requirements

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
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
Expertise 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
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

Nice to have

Cloud certifications
Exposure to ServiceNow
Exposure to Cloud platforms (AWS, Azure, GCP), both operational and architectural
Exposure to Observability and monitoring platforms (Datadog, Splunk, New Relic, Dynatrace, etc.)
Exposure to Automation and AIOps tooling
Exposure to Infrastructure-as-code (Terraform) and CI/CD pipelines

What we offer

comprehensive healthcare package (medical, dental, vision)
disability and group term life insurance
health and flexible spending accounts
utilization bonus
401(k) with match
flexible time off for salaried employees
parental leave for salaried employees
flexible work arrangements

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