Own and drive the end-to-end delivery of all Managed Services across the client portfolio, ensuring SLA/KPI adherence and continuous service improvement.
Provide executive oversight for 24x7 operations including NOC, Service Desk, End User Computing, Data Center, and Field Services.
Establish, monitor, and refine operational frameworks, escalation procedures, and incident/problem/change management processes aligned to ITIL best practices.
Drive regular service reviews with clients, presenting performance metrics, RCA reports, and roadmaps for improvement.
Champion automation, tooling, and process efficiency initiatives to reduce operational toil and improve delivery margins.
Lead and govern the Service Transition function for new account onboarding and contract renewals, ensuring seamless handover from presales/solutioning to steady-state operations.
Define and own transition plans, RACI matrices, risk registers, and knowledge transfer frameworks.
Ensure all technical baselines, runbooks, and operational documentation are in place prior to go-live.
Conduct post-transition reviews and drive lessons-learned into repeatable delivery models.
Act as the executive point of escalation and relationship owner for all Managed Services clients.
Build and sustain trusted advisor relationships with CIOs, IT Directors, and procurement stakeholders at client organizations.
Proactively identify upsell, cross-sell, and contract renewal opportunities in collaboration with the sales and presales teams.
Lead quarterly business reviews (QBRs), executive briefings, and customer satisfaction programs (CSAT/NPS).
Resolve critical escalations with ownership, empathy, and decisive action.
Lead, mentor, and develop a large multi-disciplinary delivery organization comprising Service Managers, Technical Leads, Engineers, and Support Staff.
Build a high-performance culture centered on accountability, customer centricity, and continuous learning.
Drive talent acquisition, succession planning, and retention strategies across the delivery function.
Set clear goals, conduct performance reviews, and manage career development plans for direct reports and extended teams.
Foster cross-functional collaboration between delivery, presales, engineering, and commercial teams.
Own the P&L of the Managed Services delivery function, driving profitability without compromising quality.
Manage resource planning, capacity models, and cost optimization across shared delivery pools.
Partner with commercial teams on contract negotiations, pricing models, and deal structuring.
Track and report on delivery financials including revenue recognition, cost of delivery, and margin performance.
