Managed Services- Leader

Role: Managed Services- Leader Experience Level: 15+ Years Work location: Mumbai/Bangalore As the Service Delivery Lead for Managed Services, you will be the leader behind our operational excellence, responsible for establishing robust processes, ensuring unwavering adherence to KPIs, and flawlessly executing deliverables while also getting involved in Go-to-Market strategies and execution. This pivotal role demands a strong leader with a proven track record in people management, capable of guiding a team of engineers and business analysts to build and manage solutions that enhance business efficiency and elevate customer experience across all programs. Your expertise in Go-to-Market activities, Consulting, program management, cross group collaboration, and a relentless focus on successful delivery, SLA management, and change management will be critical in shaping the future of our managed services segment. Qualifications: 12+ years of progressive experience in IT Service Management (ITSM), with deep expertise in Service Delivery, Major Incident Management (MIM), Problem Management, and Change Management. Proven record in Go-to-Market strategies and execution. Core managed services offerings, including data lake/strategy, application modernization, DevOps, security, MLOps/AI ops, and data platform ML. The preferred candidate should have worked in at least three of these areas, including data management, ETL, or ML/MLOps knowledge, and possess both consulting and execution experience Proven leadership in running and optimizing the Major Incident Management (MIM) process, effectively coordinating across diverse internal and third party stakeholders in fast paced IT delivery environments. Demonstrated ability to effectively manage bridge calls for issue triaging and resolution, ensuring rapid service restoration and minimal disruption for high priority applications. Extensive hands on experience with ITSM tools (e.g., ServiceNow, Remedy, CARS) and project management platforms like JIRA. Strong track record of supervising and successfully delivering multiple complex IT delivery and support projects. Exceptional leadership and people management skills, with proven experience in handling large teams, managing multiple shift timings, and scaling operations effectively. Excellent communication, interpersonal, and stakeholder management skills, capable of influencing and collaborating effectively at all levels. Highly analytical with strong problem solving capabilities, keen attention to detail, and a collaborative team player mindset. Demonstrated ability to perform effectively under pressure and within strict deadlines, while maintaining a high degree of accuracy and quality. Proactive and self motivated, with the ability to work independently and take initiative to drive results. Deep understanding and practical experience in managing Incident, Problem, Change, and Release Management processes, including service restoration and supporting critical applications. Strong knowledge of industry best practices (e.g., ITIL) and proven experience in standardizing and enforcing these practices across an organization. Understanding of SDLC, Agile & DevOps principles, and familiarity with various Project Management methodologies. Proficiency in creating comprehensive dashboards and reports to visualize performance metrics and drive data driven decisions. Well versed in G Suite for collaborative work and communication. Job Responsibilities: Strategic Service Setup & Process Optimization: Lead the design, implementation, and continuous improvement of robust managed services processes, methodologies, and best practices. Establish clear operational frameworks, workflows, and documentation to ensure consistent and high quality service delivery. Identify and implement automation opportunities to streamline operations and improve efficiency. Own the complete SDLC of our product(s) by managing the solutioning, engineering, testing, release, and maintenance aspects within the managed services context. Go-to-Market Strategies, Execution & Consulting: 1. Define and Own the GTM Strategy for Managed Services Develop a comprehensive GTM blueprint across Data, Cloud, and AI/ML service lines—covering market segmentation, value propositions, solution packaging, pricing models, and competitive positioning to accelerate revenue growth. 2. Partner with Sales, Practice, and Delivery Teams to Drive Market Activation Work closely with