Managed Service Lead

Key Responsibilities

Service Delivery & Governance:Own the end-to-end service delivery for all supported platforms (RPA, WebApps, Agentic).Implement and drive ITIL-based governance for Incident, Problem, Change, Release, and Knowledge Management.Ensure SLA/OLA adherence, service stability, and high-quality delivery.Lead operational reviews (daily/weekly/monthly), publish performance dashboards, and proactively communicate risks.Maintain compliance with audit, security, and organizational policies across the managed services landscape.

Stakeholder & Client Management: Serve as the primary point of contact for client leadership and business stakeholders. Conduct governance meetings, present service health, and drive alignment with business priorities. Handle escalations with structured communication and stakeholder confidence. Translate client expectations into actionable delivery plans, ensuring transparency and accountability throughout.

Team Leadership & People Management: Lead and mentor cross-functional support teams (RPA analysts, support engineers, application specialists, AI operations). Manage staffing, workloads, performance reviews, career development, and capability-building initiatives. Foster a culture of ownership, collaboration, continuous learning, and customer-first thinking. Drive cross-training and knowledge-sharing to build a resilient, multi-skilled support team.

Operational Excellence & Continuous Improvement: Identify service gaps, recurring issues, and operational inefficiencies; implement proactive improvements. Establish and refine standard operating procedures, runbooks, and knowledge repositories. Use automation, agentic workflows, intelligent monitoring, and process optimization to reduce manual effort. Track and improve KPIs such as MTTR, backlog levels, ticket leakage, availability, and system reliability.Transition, Planning & Delivery Oversight: Lead onboarding and transition of new automations, applications, or AI solutions into steady-state support. Work with development, cloud/infra, and QA teams to ensure smooth release and deployment cycles. Plan and forecast resources, budgets, and operational capacity for ongoing and future service needs.Risk Management & Escalations: Maintain risk registers and mitigation plans for critical business processes. Lead severity-1/critical incident war rooms, drive cross-functional collaboration, and ensure timely resolution. Deliver structured RCA documents and preventive action plans to stakeholders. Ensure proactive monitoring, alerting, and incident prevention mechanisms are in place and continuously improved.

Required Qualifications: Minimum 12+ years of experience in IT operations, production support, or managed services. Strong background in managing distributed teams supporting RPA, web applications, and/or AI/agentic solutions. Proven experience in service governance, incident management, and SLA-driven delivery models. Strong stakeholder management with the ability to manage executive-level conversations. Deep understanding of ITIL processes and operational frameworks. Ability to lead teams, manage escalations, and handle high-impact situations with composure.

Preferred Qualifications: ITIL v4 certification (highly preferred) Experience managing support for UiPath / Automation Anywhere / Blue Prism Exposure to AI agent frameworks, LLM-powered solutions, or AI Ops Familiarity with ITSM tools (ServiceNow, Jira Service Management) Basic understanding of WebApp architectures and cloud support (Azure/AWS)

Key Competencies: Strong leadership and people management Excellent communication and stakeholder engagement skills Governance, planning, and service delivery mindset Analytical and problem-solving abilities