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Turnberry Solutions Logo Turnberry Solutions · IT - Administration

Principal, Managed Services Portfolio and Technical Delivery Leader

United States, Minneapolis Employment contract 170000.00 - 190000.00 USD / Year · Job Posted June 02, 2026
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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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