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Hi, Job Title: Managed Services Practice Head Location: Gurugram, India Experience: 15+ years Employment Type: Full-Time Role Overview We are looking for a dynamic and strategic Managed Services Practice Head to lead and expand our global Managed Services operations. This leader will play a critical role in driving high-quality service delivery, building innovative support models, and supporting pre-sales initiatives. The ideal candidate will have deep expertise in building and scaling large GCC organizations, managing end-to-end service transitions, defining and operating service levels (SLA, SLI, SLO), and ensuring consistent, high-quality delivery aligned with business goals. This Role Involves Strategizing and driving IT services growth (both project-based and staff augmentation) Leading presales activities, solution design, and client engagement Building and managing a technology practice to deliver high-quality services Owning P&L, pricing models, and market expansion efforts Key Roles And Responsibilities Business Growth and Leadership Develop a strong pipeline of new business opportunities and drive conversions. Work closely with the sales team to create winning proposals and differentiate the company’s offerings. Collaborate with marketing to position services effectively in the market. Build strong customer relationships and lead high-impact discussions with C-level executives Lead the setup of new GCC(s), including infrastructure, governance, hiring, training, and operational readiness. Build and maintain a robust GCC operating model that aligns with global delivery needs and enterprise standards. Practice Leadership and Capability Building Establish and grow capabilities across key technology areas Build and manage a team of skilled professionals (recruitment, upskilling, and competency development). Define best practices, delivery methodologies, and reusable frameworks for IT services. Collaborate with the delivery teams to ensure smooth project execution and customer satisfaction. Work on innovation, automation, and accelerators to improve service efficiency. Define and implement strategies to automate service delivery and improve operational efficiency. Drive shift-left strategies, intelligent automation, and SRE-based operating models. Define standards, best practices, and governance models across teams. Presales & Solutioning Lead the presales function, including RFP/RFI responses, proposals, and bids. Understand customer pain points and design tailored IT services & staffing solutions. Create solution frameworks, pricing models, and business cases to win deals. Conduct technical presentations, workshops, and PoCs to demonstrate capabilities. Ensure a high win rate through consultative selling and competitive positioning. Staff Augmentation Strategy & Execution Develop a scalable model for IT staff augmentation (onsite, offshore, nearshore). Build and manage a strong talent pipeline to support rapid hiring for client needs. Create engagement models, SLAs, and governance frameworks for staffing solutions. Collaborate with recruiters to enhance candidate quality and selection speed. Ensure seamless resource onboarding, deployment, and performance management. Financial & P&L Ownership Own the P&L for IT Services & Staff Augmentation. Optimize pricing strategies to ensure profitability while remaining competitive. Track and improve revenue, margins, and utilization rates across engagements. Negotiate contract terms, SLAs, and MSA agreements with clients and vendors. Transition & Transformation Own and lead large-scale service transition programs—from discovery and KT to steady-state delivery. Define transition strategies, timelines, and risk management frameworks. Ensure knowledge retention, service stabilization, and business continuity through well-orchestrated transitions. Delivery Excellence Oversee managed services delivery across multiple accounts or programs. Define and drive automation strategy, observability, and AIOps integration to optimize support and reduce manual efforts. Ensure 24x7 service availability, incident management, RCA processes, and effective problem resolution. Establish a metrics-driven culture with deep focus on stability, scalability, and performance. Key Skills & Qualifications Business Development & Presales Expertise- Proven track record in driving IT services revenue, solutioning, and winning deals. IT Services Delivery Experience- Strong understanding of project execution methodologies (Agile, DevOps, ITIL, etc.). Technical Acumen In-depth knowledge of the ITIL framework and ITSM tools like ServiceNow, BMC, Jira Service Management, etc. Strong technical background in cloud platforms (AWS, Azure, GCP) and application/infrastructure support. Deep experience with observability tools: Datadog, AppDynamics, Dynatrace, Splunk, Quantum Metric, ThousandEyes, etc. Sound understanding of OpenAI and experience integrating emerging technologies into service delivery. Staff Augmentation Expertise - Experience in managing IT resource staffing, workforce planning, and recruitment models. Customer & Stakeholder Management- Ability to engage with C-level executives, understand business needs, and align solutions. Financial Acumen - P&L ownership, pricing strategies, and contract negotiations. People Leadership - Experience in hiring, mentoring, and managing high-performing technical teams. KPIs For Success In This Role Revenue Growth - Achieving quarterly and annual sales targets for IT services & staff augmentation. Win Rate in Presales - Percentage of deals won vs. bids submitted. Talent Utilization Rate - Optimizing deployed resources for maximum productivity. Client Satisfaction Score (CSAT) - Ensuring high customer retention and positive feedback. Profit Margins - Maintaining healthy gross and net margins across services. Practice Expansion - Growing the technical capabilities, team size, and service offerings. Preferred Qualifications Bachelor's or Master's degree in Engineering. ITIL v4 Foundation/Intermediate/Expert certification. Cloud certifications (AWS, Azure, or GCP). Agile, PMP, or SAFe certifications are a plus. Show more Show less
