Vice President Managed Services

The Head of Managed Services will lead the strategic and operational delivery of managed services across the organization. This role is responsible for defining service delivery frameworks, managing service delivery and operations, handling customer experience, ensuring SLA compliance, and driving continuous improvement in service delivery. The ideal candidate will have broad and deep experience in IT infrastructure, cloud services, cybersecurity, client engagement and managing large teams.

Key Responsibilities

Oversee service delivery across Cloud, IT infrastructure and Security Services covering NOC operations, SOC operations and Cloud Support programs.

Ensure consistent and high quality of service to end customers

Establish and govern SLAs, KPIs, and performance metrics.

Drive automation, optimization, and innovation in service delivery processes.

Collaborate with internal stakeholders to align services with business goals.

Manage vendor relationships and third-party service providers.

Ensure compliance with security, regulatory, and governance standards.

Prepare and manage budgets, forecasts, and resource planning.

Required Skills & Qualifications

Bachelor’s or Master’s degree in Science / Engineering.

20+ years of experience in IT service management, with min. 8 years of experience in a leadership role.

Proven track record in managing large-scale service delivery operations.

Strong understanding of ITIL, cloud platforms (AWS, Azure), and cybersecurity frameworks.

Excellent leadership, communication, and stakeholder management skills.

Ability to work in a fast-paced, dynamic environment.

Preferred Certifications

ITIL v4 Foundation or Expert

AWS / Azure Certified Solutions Architect

CISSP or CISM (for cybersecurity-focused roles)