Head - Managed Services

Job Description

This role is directly responsible for overseeing the end-to-end delivery of reliable, secure, and high-quality cloud services to customers. This role ensures operational excellence, manages large-scale teams, and drives customer satisfaction while aligning service delivery with business goals and contractual obligations. Experience with new generation technologies in creating resilient, scalable, and cost-effective service models delivering best-in-class service experiences is a must. This experience encompasses modern cloud-native service architectures, automation, AI/ML-driven operations, observability platforms, edge/cloud integration, and innovative delivery practices that drive agility and continual improvement.

Experience with New Generation Technologies

• Proven expertise in leveraging next-generation cloud, automation, and AI/ML technologies (AIOps, intelligent monitoring) to enhance service quality, automate processes, and innovate service delivery models.
• Ability to evaluate, adopt, and operationalize emerging technology trends for improved reliability, cost efficiency, and customer satisfaction.

Strategic Leadership & Delivery Management

• Lead the cloud managed services, ensuring adherence to scope, timeline, budget, and quality standards.
• Define and execute service delivery strategies that align with customer needs, industry standards, and our objectives.
• Ensure resource planning, allocation, and capacity management to meet changing demand and SLAs.

Customer & Stakeholder Engagement

• Build and maintain strong, trusted relationships with customers and executive sponsors.
• Act as the escalation contact for service delivery issues, ensuring timely resolution and transparent communication.
• Facilitate regular executive reporting, strategic reviews, and collaboration sessions with customers.

Operational Excellence & Performance Management

• Ensure SLAs meet or exceed commitments.
• Develop and track key performance indicators (KPIs), incident reduction plans, and continuous improvement initiatives.
• Establish governance frameworks, risk management, and compliance controls to maintain high service standards.

Team Leadership & Development

• Manage and mentor multidisciplinary teams, including technical leads, and operations personnel.
• Foster a collaborative, high-performance culture emphasizing innovation, accountability, and customer focus.
• Drive skills development and adoption of best practices such as Agile, ITIL and SRE principles.

Continuous Improvement & Change Management

• Lead initiatives to optimize delivery processes, automation, and tooling for better efficiency and quality.
• Guide organizational change efforts to support evolving cloud technologies, customer requirements, and market trends.

Vendor & Partner Coordination

• Manage relationships with third-party vendors and internal partners to ensure seamless end-to-end service delivery.

Required Skills & Experience

• Proven experience (>15 years) in managing large-scale service delivery in cloud environments or related IT infrastructure leveraging AI tools and practices.
• Deep understanding of cloud platforms (AWS, Azure, GCP, OCI) and multi-cloud operational complexities.
• Strong leadership skills with experience managing large technical and cross-functional teams.
• Expertise in service management frameworks (ITIL, SRE, Agile) and operational excellence.
• Excellent communication, negotiation, and stakeholder management skills at executive levels.
• Demonstrated ability to drive customer success, foster partnerships, and resolve escalations effectively.

Success Metrics

• Consistently achieve or exceed defined SLAs and NPS targets.
• Reduced incident volume, mean time to resolution (MTTR), and operational risks.
• High team engagement and retention, with continuous skill advancement.
• Evangelize and Operationalize AI tools and practices for service delivery.