Job Description

Job description:

Role Overview


The Managed Services Lead is responsible for designing, implementing, and overseeing enterprise-grade Managed Services delivery frameworks across cloud, infrastructure, and application environments.
This role ensures operational excellence through standardization, automation, AI-driven monitoring, and continuous improvement — delivering predictable outcomes and superior service experience for customers.


The individual will collaborate with delivery, automation, and competency teams to build Next-Gen Managed Services capabilities, including AIOps, FinOps, SRE, and proactive incident management.


Key Responsibilities


Managed Services Strategy & Framework Design

  • Define the Managed Services operating model, including processes, SLAs, and escalation frameworks across Cloud, Infra, and Application layers.
  • Build standardized delivery models — 24×7 operations, follow-the-sun support, and AI-led monitoring.
  • Establish service catalog and service-level definitions (SLA, OLA, KPIs) aligned to ITIL, ITSM, and SRE practices.
  • Develop reusable service transition frameworks for onboarding new customers and environments.

    • Service Delivery Excellence

  • Lead service operations teams to ensure SLA adherence, availability, and performance commitments.
  • Drive incident, problem, change, and release management through best-in-class ITSM tools (ServiceNow, Jira Service Management, etc.).
  • Implement proactive monitoring and observability using tools such as Datadog, Dynatrace, Splunk, Azure Monitor, and AWS CloudWatch.
  • Govern managed service engagements via dashboards, reviews, and operational scorecards.
  • Manage service transition and steady-state operations, ensuring stable and secure operations post-migration.

    • Automation, AIOps & Innovation

  • Integrate AI/ML-driven capabilities (AIOps) for anomaly detection, predictive alerting, and autonomous remediation.
  • Build automation scripts and workflows for routine operational tasks using Ansible, Python, Terraform, or ServiceNow Orchestration.
  • Collaborate with DevOps and Platform Engineering teams to embed automation and observability within CI/CD pipelines.
  • Continuously evaluate new tools and platforms that enhance operational resilience, cost efficiency, and user experience.

    • Governance, Compliance & Continuous Improvement

  • Establish and enforce governance frameworks for compliance, security, and performance monitoring.
  • Conduct regular service reviews — SLA performance, incident trends, and cost optimization.
  • Define and track operational KPIs such as MTTR, MTTD, CSAT, SLA compliance, and automation coverage.
  • Drive a culture of continuous improvement (Kaizen) — identifying process optimization and technology upgrades.

    • Collaboration & Stakeholder Engagement

  • Partner with Sales and Pre-Sales teams to define Managed Services offerings and support RFPs, solutioning, and pricing.
  • Work with Service Delivery Managers and Account Leads to ensure customer satisfaction and value realization.
  • Collaborate cross-functionally with Cloud, Security, and Infrastructure practices to deliver integrated managed services.
  • Act as a trusted advisor for clients on service optimization, modernization, and automation opportunities.

    • Capability Building & Knowledge Management

  • Develop training programs and playbooks to upskill managed services engineers and service managers.
  • Build and maintain runbooks, SOPs, knowledge bases, and reusable frameworks for operational standardization.
  • Drive certification readiness and competency improvement across ITIL, SRE, and Cloud Operations.
  • Contribute to the Managed Services Center of Excellence (CoE) with new accelerators, dashboards, and automation templates.

    • Core Competencies & Skills


    Technical Expertise

  • Strong understanding of Cloud & Infrastructure Operations (Compute, Network, Storage, IAM, Backup, DR).
  • Proficiency with Cloud Platforms: AWS, Azure, or GCP.
  • Expertise in ITSM processes (Incident, Problem, Change, Service Request, Release Management).
  • Experience with Monitoring & AIOps tools: Datadog, Dynatrace, LogicMonitor, Splunk, ServiceNow, BigPanda, Moogsoft.
  • Familiarity with Infrastructure as Code (Terraform, Ansible) and DevOps automation pipelines.
  • Understanding of Security Operations (SIEM, vulnerability management) and compliance governance.
  • Knowledge of FinOps and cost optimization for managed environments.

    • Experience level: 10-18yrs


    If you’re interested in this opportunity, we’d be happy to receive your updated CV. Simply click the email link below, or copy and paste the email address: [email protected]

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