Frankee Lee
Managed Services Manager @FlyForm
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WORK HISTORY
Managed Services Manager @FlyForm
Lead the Managed Services function for a specialist ServiceNow consultancy, responsible for the structure, performance and ongoing evolution of enterprise Managed Service accounts.Work across Service Delivery, Platform Management and Technical Consultancy to maintain live service stability while shaping the operating model and engagement approach as client demand changes.• Oversee the management and optimisation of critical ServiceNow platforms and services, driving continuous improvement and operational excellence.• Shape and deliver the Managed Services strategy, ensuring service stability, customer success, and measurable value for clients.• Partner with Sales, Pre-Sales, and Professional Services to design and transition bespoke service offerings aligned to client complexity and strategic objectives.• Build and lead cross-functional teams covering Platform Management, Service Delivery, and Technical Support, fostering collaboration and accountability.• Collaborate with senior leadership on commercial performance, capacity planning, and long-term service evolution to align with business growth and client demand.• Champion ITIL-aligned best practice, CSAT improvement, and data-driven service management through continuous review and optimisation.
SKILLS
ABOUT FRANKEE LEE
I lead Managed Services and platform delivery functions for organisations using ServiceNow across complex enterprise environments.My work sits at the point where project delivery becomes live service. I focus on how platforms are supported, governed and evolved once they are in use, ensuring delivery transitions cleanly into stable operations while continuing to meet performance expectations and contractual outcomes.This includes shaping Managed Service operating models, coordinating delivery across multi-disciplinary teams and aligning platform investment to client need as demand changes over time.I am particularly interested in roles that bring together service delivery, platform product and operational engagement within enterprise ServiceNow environments.
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