Head of Service Delivery - IT Infrastructure Managed Services

Overview

• Own and drive the end-to-end delivery of all Managed Services across the client portfolio, ensuring SLA/KPI adherence and continuous service improvement.
• Provide executive oversight for 24x7 operations including NOC, Service Desk, End User Computing, Data Center, and Field Services.
• Establish, monitor, and refine operational frameworks, escalation procedures, and incident/problem/change management processes aligned to ITIL best practices.
• Drive regular service reviews with clients, presenting performance metrics, RCA reports, and roadmaps for improvement.
• Champion automation, tooling, and process efficiency initiatives to reduce operational toil and improve delivery margins.
• Lead and govern the Service Transition function for new account onboarding and contract renewals, ensuring seamless handover from presales/solutioning to steady-state operations.
• Define and own transition plans, RACI matrices, risk registers, and knowledge transfer frameworks.
• Ensure all technical baselines, runbooks, and operational documentation are in place prior to go-live.
• Conduct post-transition reviews and drive lessons-learned into repeatable delivery models.
• Act as the executive point of escalation and relationship owner for all Managed Services clients.
• Build and sustain trusted advisor relationships with CIOs, IT Directors, and procurement stakeholders at client organizations.
• Proactively identify upsell, cross-sell, and contract renewal opportunities in collaboration with the sales and presales teams.
• Lead quarterly business reviews (QBRs), executive briefings, and customer satisfaction programs (CSAT/NPS).
• Resolve critical escalations with ownership, empathy, and decisive action.
• Lead, mentor, and develop a large multi-disciplinary delivery organization comprising Service Managers, Technical Leads, Engineers, and Support Staff.
• Build a high-performance culture centered on accountability, customer centricity, and continuous learning.
• Drive talent acquisition, succession planning, and retention strategies across the delivery function.
• Set clear goals, conduct performance reviews, and manage career development plans for direct reports and extended teams.
• Foster cross-functional collaboration between delivery, presales, engineering, and commercial teams.
• Own the P&L of the Managed Services delivery function, driving profitability without compromising quality.
• Manage resource planning, capacity models, and cost optimization across shared delivery pools.
• Partner with commercial teams on contract negotiations, pricing models, and deal structuring.
• Track and report on delivery financials including revenue recognition, cost of delivery, and margin performance.