Head of Managed Services

Role Overview The Head of Managed Services will be responsible for leading and scaling the Managed Services organization as a stable, SLA-driven, and profitable business, while also acting as a trusted advisor to existing clients. This role combines operational excellence with a consultative engagement approach, enabling long-term client retention, account expansion, and sustained delivery quality. The role is distinct from Implementation && Consulting leadership and focuses on continuous service delivery, operational maturity, and value realization for clients. Key Responsibilities : 1. Managed Services Delivery & Operations • Own end-to-end delivery of all Managed Services engagements • Ensure consistent adherence to SLAs, KPIs, and service commitments • Establish strong incident, problem, and escalation management practices • Ensure delivery stability, risk mitigation, and service continuity 2. Financial & Commercial Ownership • Own Managed Services P&&L performance • Drive utilization efficiency and cost optimization • Forecast demand and plan capacity to support growth • Partner with Finance to track margins, revenue, and delivery efficiency 3. Consultative Client Engagement • Act as executive sponsor and escalation point for managed services clients • Participate in leadership-level client conversations (CIO, IT Heads, Operations leaders) • Understand client business objectives, technology roadmap, and operational challenges • Proactively recommend platform improvements, optimizations, and strategic enhancements • Position Managed Services as along-term strategic partner 4. Account Growth & Expansion • Identify expansion opportunities within existing managed services accounts • Translate service insights into value-based recommendations • Collaborate with Sales and Implementation teams to: • o Shape proposals • o Define scope and commercials • o Ensure smooth transition of new work into delivery 5. Governance, Process & Scale • Define and institutionalize service delivery governance frameworks • Implement and mature ITIL / service management best practices • Standardize delivery playbooks, reporting, and performance metrics • Reduce dependency on individuals through strong process maturity 6. Leadership & Talent Development • Lead and develop Managed Services Project Managers and delivery teams • Build a strong leadership bench and succession pipeline • Set clear KPIs and accountability structures • Foster a culture of ownership, reliability, and continuous improvement 7. Hiring && Capacity Planning • Own hiring strategy for Managed Services • Build the right skill mix aligned to long-term service needs • Manage bench and capacity to ensure delivery resilience 8. Cross-Functional Collaboration • Ensure clean and structured handover from Implementation to Managed Services • Maintain strict resource and responsibility boundaries between delivery streams • Work closely with Sales, Finance, HR, and Implementation leadership Key Performance Indicators (KPIs) • SLA compliance and service quality metrics • Client retention, renewals, and satisfaction (CSAT / NPS) Managed Services gross margin • Utilization and cost efficiency • Escalation frequency and resolution time • Team stability and attrition rates Required Experience & Qualifications Experience • 12-18 years of experience in technology services delivery • Minimum 6-8 years leading Managed Services or Support organizations • Proven experience managing SLA-based, multi-account service portfolios • Demonstrated P&&L ownership or strong commercial accountability • Direct experience engaging with senior client stakeholders