Managed Services Lead

Role:

Location:

Overview:

As the Service Delivery Lead for Managed Services, youll drive operational excellence through strong governance, process efficiency, and service quality. The role demands a proven leader skilled in people management, stakeholder collaboration, and delivery ownershipensuring SLA adherence, incident management, and continuous improvement across all programs.

Key Responsibilities:

• Service Delivery & Process Optimization:

• Design, implement, and enhance managed service frameworks and best practices.
• Streamline operations, identify automation opportunities, and ensure process compliance.
• Own the complete SDLC lifecycle—from solutioning to maintenance—within managed services.
  

• Incident & Problem Management:

• Lead MIM, ensuring swift P0/P1/P2 resolution with minimal business impact.
• Coordinate bridge calls, manage escalations, and ensure clear stakeholder communication.
• Drive service restoration and root cause analysis for critical issues.
  

• Project & Delivery Management:

• Oversee multiple delivery/support projects, ensuring adherence to scope, budget, and timelines.
• Lead Agile ceremonies—planning, retrospectives, demos—and mitigate delivery risks.
• Maintain 24x7 project readiness across teams and time zones.
  

• People Leadership:

• Manage large teams across shifts; drive accountability, mentorship, and performance.
• Ensure skill development, training alignment, and optimal resource utilization.
  

• Stakeholder Management:

• Collaborate with cross-functional IT and business teams (Infra, Security, Network, Change, Release).
• Strengthen communication, transparency, and documentation across functions.
  

• Reporting & Governance:

• Monitor KPIs (MTTR, Change Success Rate, FCR, Uptime) and track SLA adherence.
• Report performance dashboards, customer satisfaction, and revenue metrics.
• Ensure process compliance, automation adoption, and continuous quality improvement.
  

Key Metrics:

• MTTR, Incident Response & Problem Resolution Times
• Change Success & Uptime Rates
• Customer Satisfaction (CSAT/NPS)
• Resource Utilization & Revenue Leakage Prevention
• Project Delivery Timeliness & Budget Adherence
  

Qualifications:

• 10+ years in ITSM with deep expertise in Service Delivery, Incident, Problem & Change Management.
• Proven experience leading MIM and IT delivery operations across large, complex environments.
• Strong knowledge of ITSM tools (ServiceNow, Remedy, CARS), and project tools (JIRA).
• Excellent leadership, stakeholder management, and analytical skills.
• Familiar with ITIL, Agile, DevOps, and SDLC principles.
• Proficient in reporting and dashboarding for data-driven decision-making.