Head- Managed services- Cloud

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.