Manager Managed Services

SourceFuse Inc.; Dadri; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

SourceFuse Inc. is seeking an experienced Managed Services Manager to lead our MSP portfolio in India, with focus on delivery, profitability, and growth. You will oversee presales engagement, operations, financial accountability, and team leadership, coordinating with delivery managers, sales, and leadership.

The role emphasizes cross-functional collaboration, governance calls, dashboards, and quarterly business reviews to ensure SLA adherence and client satisfaction.

Qualifications

• 10–12 years in IT services with at least 5 years in Managed Services leadership.
• Bachelor’s or Master’s degree in Computer Science, IT, or related field.
• Cloud (AWS) familiarity, ITSM, monitoring, automation, and ITIL concepts.
• Strong P&L ownership, contract management, and commercial awareness.
• Leadership to manage cross-functional teams and influence stakeholders.
• Excellent communication, problem-solving, negotiation, and client-facing skills.

Responsibilities

• Lead presales engagement with Sales and Solution Architects.
• Oversee operations management and service delivery across managed services.
• Ensure profitability, budget adherence, and quarterly business reviews.
• Manage capacity planning, rosters, and resource allocation across shifts.
• Mentor and develop team leads, fostering a high-performance culture.
• Engage with customers’ senior IT stakeholders for governance and escalations.
• Drive automation and ITIL/process maturity across the organization.

Skills

Cloud Ops

App Support

Security & Compliance

Cost Governance

Automation & DevOps

Client Reporting

Presales Enablement

P&L Ownership

Operations Mgmt

Leadership

Communication

Education

Bachelor’s/Master’s in CS or IT

Job description

The SourceFuse Managed Services practice works with customers to ensure their business-critical applications and cloud environments are secure, available, and cost-optimized 24x7. Our clients range from mid-market enterprises to large global organizations across various industries, including financial services, healthcare, and technology. Engagements are typically governed by well-defined Service Level Agreements (SLAs) that cover uptime, incident resolution times, change

management, and proactive monitoring.

We are seeking a highly driven and experienced Managed Services Manager to lead our Managed Services business unit. This role is critical in ensuring seamless delivery, profitability, and growth of our managed services portfolio. The candidate will oversee presales engagement, operations management, financial accountability, and team leadership, working closely with delivery managers, sales, and senior leadership. The Managed Services Manager will assume full ownership of the department's strategy, execution, and outcomes.

Preferred Location - Noida/Mohali

Key Responsibilities

• Cloud & Infrastructure Operations - Monitoring, incident response, patching, and system administration for AWS and multi-cloud environments.
• Application Support & Reliability – Ensuring availability, performance tuning, release management, and bug fixes for critical applications.
• Security & Compliance – Continuous monitoring, vulnerability remediation, and ensuring adherence to regulatory and compliance requirements.
• Cost Optimization & Governance – Ongoing review of cloud consumption, right-sizing, and financial governance to meet customer budgets.
• Automation & Process Maturity – Driving efficiency with automation, ITIL processes, and modern DevOps practices.
• Client Engagement & Reporting – Running governance calls, producing dashboards, and delivering quarterly business reviews aligned with SLAs.

Skills & Abilities

Presales & Business Enablement

• Partner with Sales and Solution Architects to support managed services presales activities.
• Contribute to proposals, RFPs, client presentations, and solution designs.
• Ensure managed services offerings are positioned competitively in the market.
• Translate client requirements into scalable and repeatable service delivery models.

P&L and Financial Management

• Own departmental P&L with responsibility for revenue, cost optimization, and margin targets.
• Track monthly financial performance and implement corrective actions.
• Identify opportunities for upselling/cross-selling managed services.
• Provide financial forecasting and quarterly business reviews to leadership.

Operations Management

• Oversee day-to-day operations across managed services delivery.
• Ensure SLA adherence, compliance, and customer satisfaction.
• Drive automation, process maturity, and operational excellence initiatives.
• Manage escalation handling and problem resolution for key accounts.
• Own team rosters, capacity planning, and resource allocation across shifts/projects.
• Mentor, coach, and develop team leads.
• Foster a high-performance culture, balancing efficiency and employee engagement.
• Implement skill development programs aligned with new technology and customer demands.
• Act as the primary liaison between managed services, delivery managers, and leadership.
• Engage with customers’ senior IT stakeholders for governance, reviews, and escalations.
• Build strong interlock with cross-functional teams (Sales, Finance, HR, Delivery).

Qualifications & Skills

• Experience: 10–12 years in IT services, with at least 5 years in Managed Services leadership.
• Education: Bachelor’s/Master’s degree in Computer Science, IT, or related field.
• Technical Acumen: Solid understanding of cloud (AWS), ITSM processes, monitoring, automation, and ITIL framework.
• Business Acumen: Strong P&L ownership experience, contract management, and commercial awareness.
• Leadership: Proven ability to manage cross-functional teams, drive accountability, and influence stakeholders.
• Soft Skills: Excellent communication, problem-solving, negotiation, and client-facing presentation skills.

KPIs / Success Metrics

• Departmental profitability (Revenue vs. Margin targets).
• SLA adherence and Customer Satisfaction (CSAT/NPS).
• Operational efficiency (automation %, incident reduction, ticket resolution times).
• Employee retention, engagement, and upskilling progress.
• Contribution to new business wins via presales support.

Must-have Skills

• Managed Services / Managed Cloud Services