Service Manager

• Own end-to-end customer outcomes across Guardian tiers, leveraging the integrated Sage + Muse + Guardian platform to achieve 99.99% uptime and continuous cost optimization
• Drive automation-first operations: ensure incidents trigger AI-powered enrichment, auto-remediation attempts, and automated RCA generation before human escalation
• Monitor platform effectiveness metrics (MTTR reduction, automation success rates, Sage savings implementation) and identify opportunities to increase automation coverage
• Ensure Sage recommendations flow into automated implementation during maintenance windows, closing the continuous optimization loop
• Oversee CloudFlex hour allocation for Group B services, project support, and consulting engagements

• Lead Guardian onboarding projects: define onboarding scope, timelines, milestones and risks. Environment a...

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