Head of Managed IT Services

Head of Managed IT Services  

Internal Designation: DGM  

Location:  Vizag or Hyderabad  -  WFO / Hybrid

Majorly UK Shift : 2 -11 PM IST.   Should be flexible based on
need to attend clients calls etc.

Must have:

Extensive
experience with Managed Services

Participation in
Presales Calls and Project wins.

Role Summary:

This role is expected to operate
independently as the owner of Managed Services delivery. Administrative
functions (HR operations, finance, vendor procurement) will be supported by
respective teams, while this role owns the service delivery model, tooling, and
execution.

Key Responsibilities:

A) Build the Managed Services
Operating Model

•     Define the managed services
service catalog for IT Infrastructure and Cloud Operations.

•     Define support tiers
(L1/L2/L3), escalation paths, and shift coverage model (8x5; scalable to 24x7).

•     Define standard SLAs, OLAs,
and service reporting templates.

•     Establish governance rhythm:
daily ops, weekly service review, monthly service report, quarterly business
review (QBR).

B) ITSM Process & Tooling (ITIL)

•     Implement ITIL processes:
Incident, Request, Problem, Change, Knowledge, Asset.

•     Own selection, setup, and
optimization of core tools (ticketing/ITSM, monitoring, RMM, patching, endpoint
management).

•     Build SOPs, runbooks, and a
scalable knowledge base structure.

C) Azure Managed Services Capability

•     Build repeatable managed
services packages around Azure + Microsoft ecosystem

•     Standardize delivery for M365
administration, identity, endpoint management, and security baseline operations

•     Define operational processes
for Azure monitoring, backup, patching, and incident response

•     Establish baseline security
operations integration (Defender, alerts, escalation)

D) Client Onboarding &
Transition Management

•     Create onboarding checklist
and transition plan template for new managed services customers.

•     Lead discovery for new managed
services deals and validate readiness requirements.

•     Ensure smooth transition from
project work to steady -state operations.

•     Build service reporting:
uptime, incidents, response time, root cause trends, and improvement actions.

E) Team & Delivery Execution

•     Build the initial delivery pod
(service desk + NOC + SOC + cloud ops) and define hiring plan and skill matrix.

•     Train and coach team on MSP
discipline, customer handling, and SLA accountability.

•     Own overall service delivery
performance and continuous improvement.

F) Commercial Support (Pre -Sales +
Pricing)

•     Support Sales in scope
definition, service design, transition plan, and pricing/margin model.

•     Create standard pricing
structures: per -user, per -device, per -server, per -site, per -ticket, and hybrid
bundles.

•     Ensure contracts are
deliverable, measurable, and profitable before sign -off.

Requirements

Requirements:

•     12–18 years experience in IT
infrastructure operations and managed services delivery

•     Proven experience running a
Service Desk, NOC, MSP operations, or Infrastructure Managed Services function

•     Strong working knowledge of
Microsoft stack: Windows Server, Active Directory/Entra ID, M365, Intune

•     Working knowledge of Azure
operations and governance (monitoring, backup, patching, access control)

•     Understanding of networking
fundamentals and endpoint management

•     Strong experience defining
SLAs, runbooks, escalation, and operational reporting

•     Comfortable working with
US/Europe clients and sales calls

•     Travel as needed for client
transitions and leadership reviews

Preferred / Nice -to -Have:

•     ITIL Foundation (or higher)

•     Experience implementing tools
such as ServiceNow, Jira Service Management, Freshservice, ManageEngine, etc.

•     Experience with monitoring/RMM
tools (SolarWinds, PRTG, Datadog, NinjaOne, ConnectWise, etc.)

•     Exposure to Oracle Cloud
operations (secondary capability)

•     Experience building a managed
services practice from scratch.