Location: Noida, UP

Shift: UK Shift

Company: Aplusify

Interview: In Person

Job 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 

• 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 
• Drive utilization efficiency and cost optimization 
• 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 a long-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:
  • Shape proposals 
  • Define scope and commercials 
  • Ensure smooth transition of new work into delivery 

5. Governance, Process & Scale 

• 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 

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 
• Utilization and cost efficiency 
• Escalation frequency and resolution time 
• Team stability and attrition rates 

Key Performance Indicators (KPIs) 

Experience 

• 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