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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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