Executive Director - Service Delivery

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 Responsibilities : 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 & Abilities : Presales & Business Enablement

• 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 Management
• 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 Management
• 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 Management
• 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 Management
• 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 : 10–12 years in IT services, with at least 5 years in Managed Services leadership.
• Education : Bachelor’s / Master’s 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. 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.