Head of Managed Services

Job Description 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