Head of Managed Services

Job Description

Role OverviewThe Head of Managed Services will be responsible for leading and scaling the Managed Servicesorganizationas 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 valuerealization 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
• Driveutilizationefficiency and costoptimization
• 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 andinstitutionalizeservice delivery governance frameworks
• Implement and mature ITIL / service management best practices
• Standardizedeliveryplaybooks, 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
• Utilizationand cost efficiency
• Escalation frequency and resolution time
• Team stability and attrition rates
Required Experience & QualificationsExperience
• 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

Keyskills :
kpislamanaged services