Claude Platform Managed Services Lead

The Managed Services Lead serves as the single point of accountability for the Anthropic Claude Platform Managed Services engagement, overseeing the Three-Track Model (Support, Managed Services, and Consulting). This role is responsible for transition governance, planning, and execution through to steady-state operations, ensuring continuous improvement and effective communication across the engagement.

Key Responsibilities:

• Lead transition period governance, including establishing RACI and transition charters.
• Execute the four-phase program timeline: Mobilize & Governance, Discovery & Readiness, Transition, and Optimize & Scale.
• Manage knowledge-transfer exercises from outgoing providers and ensure all implementation artifacts are validated.
• Oversee ServiceNow/ITSM configuration and maintain executive dashboards for reporting.
• Monitor service level performance and drive remediation plans during stabilization.
• Act as the primary escalation point for AI governance and delivery stakeholders.

Required Qualifications

• Claude Certified Architect – Foundations (CCA-F) or commitment to obtain it.
• 12+ years of relevant experience with a BA/BS degree.
• Proven experience leading large, multi-track managed services engagements and platform transitions.
• Strong command of ITSM/ServiceNow frameworks and structured transition programs.
• Working knowledge of AI/GenAI platform operations.

Preferred Qualifications

• Direct experience with the Anthropic Claude platform or comparable enterprise AI platforms.
• ITIL certification or equivalent.
• Experience in agentic or AI-augmented delivery models.