Head of Managed Services
- Wipzo Systech
- 1 Positions
- Noida, Gurugram
- 4 hours ago
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Job Description
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- SLA compliance and service quality metrics
- Client retention, renewals, and satisfaction (CSAT / NPS)
- Utilization and cost efficiency
- Escalation frequency and resolution time
- Team stability and attrition rates
- 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
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
2. Financial & Commercial Ownership
3. Consultative Client Engagement
4. Account Growth & Expansion
5. Governance, Process & Scale
6. Leadership & Talent Development
7. Hiring && Capacity Planning
8. Cross-Functional Collaboration
Key Performance Indicators (KPIs)
Managed Services gross margin
Required Experience & Qualifications
Experience
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Application Programming / MaintenanceFunctional Area: Not SpecifiedRole/Responsibilies: Head of Managed ServicesContact Details:
Company: Wipzo SystechLocation(s): Noida, Gurugram
Keyskills: kpi sla managed services salesforce
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