Technologies - Managed Services Manager

SourceFuse Technologies hiring Managed Services Manager with 10-12 years of experience.

• The SourceFuse Managed Services practice works with customers to ensure their business-critical applications and cloud environments are secure, available, and cost-optimized 24x7.
• Our clients range from mid-market enterprises to large global organizations across various industries, including financial services, healthcare, and technology.
• Engagements are typically governed by well-defined Service Level Agreements (SLAs) that cover uptime, incident resolution times, change management, and proactive monitoring.
• We are seeking a highly driven and experienced Managed Services Manager to lead our Managed Services business unit.
• This role is critical in ensuring seamless delivery, profitability, and growth of our managed services portfolio.
• The candidate will oversee presales engagement, operations management, financial accountability, and team leadership, working closely with delivery managers, sales, and senior leadership.
• The Managed Services Manager will assume full ownership of the department's strategy, execution, and outcomes.

Key Cloud & Infrastructure Operations Monitoring, incident response, patching, and system administration for AWS and multi-cloud environments.

• Application Support & Reliability Ensuring availability, performance tuning, release management, and bug fixes for critical applications.
• Security & Compliance Continuous monitoring, vulnerability remediation, and ensuring adherence to regulatory and compliance requirements.
• Cost Optimization & Governance Ongoing review of cloud consumption, right-sizing, and financial governance to meet customer budgets.
• Automation & Process Maturity Driving efficiency with automation, ITIL processes, and modern DevOps practices.
• Client Engagement & Reporting Running governance calls, producing dashboards, and delivering quarterly business reviews aligned with SLAs.
• Manage escalation handling and problem resolution for key accounts.

Skills & & Business Partner with Sales and Solution Architects to support managed services presales activities.

• Contribute to proposals, RFPs, client presentations, and solution designs.
• Ensure managed services offerings are positioned competitively in the market.
• Translate client requirements into scalable and repeatable service delivery models.

P&L and Financial Own departmental P&L with responsibility for revenue, cost optimization, and margin targets.

• Track monthly financial performance and implement corrective actions.
• Identify opportunities for upselling/cross-selling managed services.
• Provide financial forecasting and quarterly business reviews to leadership.

Operations Oversee day-to-day operations across managed services delivery.

• Ensure SLA adherence, compliance, and customer satisfaction.
• Drive automation, process maturity, and operational excellence initiatives.
• Manage escalation handling and problem resolution for key accounts.

Team Leadership & Workforce Own team rosters, capacity planning, and resource allocation across shifts/projects.

• Mentor, coach, and develop team leads.
• Foster a high-performance culture, balancing efficiency and employee engagement.
• Implement skill development programs aligned with new technology and customer demands.

Stakeholder Act as the primary liaison between managed services, delivery managers, and leadership.

• Engage with customers senior IT stakeholders for governance, reviews, and escalations.
• Build strong interlock with cross-functional teams (Sales, Finance, HR, Delivery).

Qualifications & Skills

• Experience: years in IT services, with at least 5 years in Managed Services leadership.
• Education: Bachelors/Masters degree in Computer Science, IT, or related field.
• Technical Acumen: Solid understanding of cloud (AWS), ITSM processes, monitoring, automation, and ITIL framework.
• Business Acumen: Strong P&L ownership experience, contract management, and commercial awareness.
• Leadership: Proven ability to manage cross-functional teams, drive accountability, and influence stakeholders.
• Soft Skills: Excellent communication, problem-solving, negotiation, and client-facing presentation skills.

KPIs / Success Metrics

• Departmental profitability (Revenue vs.g Margin targets).
• SLA adherence and Customer Satisfaction (CSAT/NPS).
• Operational efficiency (automation %, incident reduction, ticket resolution times).
• Employee retention, engagement, and upskilling progress.
• Contribution to new business wins via presales support.

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