Job Description

Roles & Responsibilities

• Own and drive the end-to-end delivery of all Managed Services across the client portfolio, ensuring SLA/KPI adherence and continuous service improvement.
• Provide executive oversight for 24x7 operations including NOC, Service Desk, End User Computing, Data Center, and Field Services.
• Establish, monitor, and refine operational frameworks, escalation procedures, and incident/problem/change management processes aligned to ITIL best practices.
• Drive regular service reviews with clients, presenting performance metrics, RCA reports, and roadmaps for improvement.
• Champion automation, tooling, and process efficiency initiatives to reduce operational toil and improve delivery margins.
• Lead and govern the Service Transition function for new account onboarding and contract renewals, ensuring seamless handover from presales/solutioning to steady-state operations.
• Define and own transition plans, RACI matrices, risk registers, and knowledge transfer frameworks.
• Ensure all technical baselines, runbooks, and operational documentation are in place prior to go-live.
• Conduct post-transition reviews and drive lessons-learned into repeatable delivery models.
• Act as the executive point of escalation and relationship owner for all Managed Services clients.
• Build and sustain trusted advisor relationships with CIOs, IT Directors, and procurement stakeholders at client organizations.
• Proactively identify upsell, cross-sell, and contract renewal opportunities in collaboration with the sales and presales teams.
• Lead quarterly business reviews (QBRs), executive briefings, and customer satisfaction programs (CSAT/NPS).
• Resolve critical escalations with ownership, empathy, and decisive action.
• Lead, mentor, and develop a large multi-disciplinary delivery organization comprising Service Managers, Technical Leads, Engineers, and Support Staff.
• Build a high-performance culture centered on accountability, customer centricity, and continuous learning.
• Drive talent acquisition, succession planning, and retention strategies across the delivery function.
• Set clear goals, conduct performance reviews, and manage career development plans for direct reports and extended teams.
• Foster cross-functional collaboration between delivery, presales, engineering, and commercial teams.
• Own the P&L of the Managed Services delivery function, driving profitability without compromising quality.
• Manage resource planning, capacity models, and cost optimization across shared delivery pools.
• Partner with commercial teams on contract negotiations, pricing models, and deal structuring.
• Track and report on delivery financials including revenue recognition, cost of delivery, and margin performance.

Desired Candidate Profile

• 20+ years of progressive experience in IT Infrastructure, with a significant portion in managed services or outsourcing environments.
• Minimum 8–10 years in a senior leadership role managing large-scale service delivery organizations (200+ headcount preferred).
• Proven track record of managing multi-client managed services portfolios with full P&L accountability.
• Hands-on experience across datacenter, network, systems, cloud, and end-user domains – not purely managerial.
• Demonstrated experience in Service Transition – successfully onboarding complex accounts from presales to steady state.
• Experience managing geographically dispersed teams across onsite, nearshore, and offshore delivery models.
• Exposure to global/regional enterprise accounts and experience navigating complex client stakeholder environments.
• Strong familiarity with ITIL framework; ITIL v4 Foundation or Expert certification preferred.
• Experience with relevant toolsets: ServiceNow, Splunk, SolarWinds, ManageEngine, SCOM, Ansible, or equivalent.
• Master's degree / MBA is an advantage, particularly with a technology or operations management focus.
• Preferred Certifications: ITIL v4 Expert or Managing Professional, PMP or PRINCE2, AWS/Azure/GCP Architect or Operations level, VMware VCP or VCAP, Cisco CCNP/CCIE (advantageous), ISO 20000 or ISO 27001 Lead Auditor/Implementer (advantageous).
• Executive Presence: Ability to engage and influence C-suite stakeholders both internally and at client organizations.
• Strategic Thinking: Balances operational demands with long-term service strategy and business growth goals.
• Customer Obsession: Relentless focus on client satisfaction, retention, and experience.
• People Leadership: Inspires, develops, and holds large teams accountable with fairness and clarity.
• Decisive Problem Solver: Thrives under pressure; owns escalations and drives swift, effective resolution.
• Commercial Acumen: Understands the commercial drivers of managed services; thinks in terms of value, margin, and growth.
• Adaptability: Comfortable operating in fast-paced, evolving environments with changing client and business needs.
• Collaborative: Works cross-functionally with sales, pre-sales, engineering, and finance to deliver integrated outcomes.