General Manager - Operations - Managed Services

GM - Operations (Managed Services)

About the Client:

The Client is a leading IT Services company with some of the largest corporate houses as its clients in India. The Client is setting up a Managed Services BU and for the same is seeking a senior experienced executive to lead the function.

About the Role:

The ideal candidate will be a strategic leader with deep experience in managed services delivery, commercial structuring, team leadership, and enterprise customer engagement.

Key Responsibilities:

1. Business Strategy & Growth

- Define and implement the growth roadmap for the Managed Services BU in alignment with company vision and goals.

- Identify new markets, industry verticals, and service opportunities (cloud, infra, SOC/NOC, end-user computing, etc.).

- Drive multi-year contracts, annuity-based revenues, and scalable engagement models.

2. P&L Ownership

- Full accountability for top-line and bottom-line performance of the BU.

- Optimize cost structures, delivery efficiency, and pricing models.

- Track KPIs around revenue growth, utilisation, margins, and client retention.

3. Delivery Excellence & Operations

- Build and mature the service delivery engine - processes, automation, SLAs, and governance.

- Lead the establishment of centralized operations (e.g., NOC/SOC) and command centers.

- Ensure strong delivery hygiene, incident response, and service continuity.

4. Client Engagement & Account Growth

- Serve as executive sponsor for strategic managed services clients.

- Strengthen relationships with CIOs, CTOs, and other CXOs of client organizations.

- Identify upsell/cross-sell opportunities across the services portfolio.

5. Team Leadership & Talent Development

- Build and lead a high-performance BU team: delivery heads, presales, solution architects, and account managers.

- Foster a performance-driven, customer-first culture.

- Invest in skill-building, certification, and leadership pipeline development.

6. Innovation & Service Differentiation

- Lead transformation to automation-first, outcome-driven service delivery.

- Partner with technology leaders to incorporate AI, observability, DevOps, and hybrid cloud models.

- Establish strong alliances with OEMs and cloud hyperscalers (AWS, Azure, etc.)

About the Candidate:

The Client is looking for an accomplished and entrepreneurial leader to build, operate, and scale our managed services portfolio. This role will carry full P&L responsibility, with a focus on strategic growth, operational excellence, customer success, and talent development. To be suitable for the role, the incumbent must have:

- PG degree / diploma in management

- At least 10 years of experience in leading service delivery with last 5 years in managed services

- Proven experience in building and successfully running a managed services unit

- Deep knowledge of service delivery models (ITIL, SIAM, SRE, etc.)

- Experience in working with global customers (US/Europe/APAC) across BFSI, Manufacturing, Healthcare, etc.