Head – Managed Services & Service Delivery

Location: Bangalore (On-site)

Experience: 10–15 years in IT Infrastructure / Managed Services

Reporting to: CEO

Compensation: ₹15–18 LPA (Fixed + Performance-Linked)

About Dhanush Systems & Solutions

Dhanush Systems & Solutions is a 30-year-old Managed IT Services and System Integration company based in Bangalore.

We deliver:

Managed IT Services (MSP model)
AMC / CMC infrastructure engagements
NOC monitoring & remote support
Dedicated onsite IT support

As we scale, we are strengthening our service leadership layer to ensure predictable SLA performance, controlled growth, and strong customer retention.

Role Overview

We are hiring a Head – Managed Services & Service Delivery to own the stability, governance, and scalability of our managed services function.

This role does not manage ticket queues or handle day-to-day support issues.

Instead, this role ensures:

SLA health remains consistently stable
Escalations reduce over time
Service capacity scales without degradation
Renewal risk arising from service quality is controlled
Delivery operates predictably and professionally

This is a structured service leadership role with clear ownership and measurable outcomes.

Key Responsibilities

Service Stability & SLA Management

Monitor SLA compliance trends across all managed service accounts
Identify systemic service risks and prevent recurring issues
Drive root cause analysis (RCA) and permanent resolution of repeat incidents
Maintain service quality standards across engagements

Escalation & Risk Oversight

Oversee major and recurring escalations
Ensure corrective actions are implemented and tracked
Act as senior escalation point before CEO involvement
Reduce unresolved escalations and repeat failure patterns

Capacity & Capability Planning

Ensure adequate engineer-to-client capacity ratios
Identify skill gaps and workload imbalances
Recommend hiring, cross-skilling, or tooling improvements
Prevent chronic overload or single-point dependencies

Governance & Review Cadence

Conduct structured weekly, monthly, and quarterly service reviews
Track SLA health, escalation trends, and renewal risk signals
Enable and review the performance of the Service Delivery Manager (SDM)
Institutionalise continuous service improvement initiatives

Renewal & Onboarding Readiness

Review service health of accounts expiring within 120 days
Flag delivery-linked renewal risks early
Ensure structured onboarding validation before service go-live

What This Role Is NOT

Not a ticket-handling or service desk role
Not a NOC operations supervisor role
Not a customer support executive role
Not a sales or contract negotiation role

This role governs outcomes and service maturity — not ticket queues.

Required Skills & Experience

Must-Have Background

10–15 years in IT Infrastructure / Managed Services environments
Experience operating in SLA-driven MSP or AMC models
Experience managing infrastructure support teams
Strong exposure to escalation management and service governance
Experience driving Root Cause Analysis (RCA) and reducing repeat incidents
Experience in capacity planning and service scaling

Process & Governance Skills

Strong understanding of SLA metrics and service KPIs
Familiarity with ITIL framework (certification preferred)
Experience conducting structured service reviews
Experience managing customer-impacting escalations
Ability to identify systemic delivery risks early

Tools Exposure

Experience with ticketing systems (Zoho Desk, Freshservice, ServiceNow, etc.)
Experience reviewing SLA dashboards and service performance reports

Leadership & Operating Style

Structured and governance-driven
Calm under escalation pressure
Strong problem-solving mindset
Comfortable working directly with CEO and cross-functional teams

How Success Is Measured

Consistent SLA compliance trends
Reduction in repeat incidents
Lower escalation frequency
Healthy capacity adequacy ratios
Controlled service-linked renewal risk
Improved service maturity and scalability

Quarterly reviews are aligned to clearly defined performance metrics.

Compensation Structure

Fixed salary within ₹15–18 LPA range
Performance-linked component tied to SLA health, escalation reduction, and service stability

This role offers strong ownership and measurable impact within a structured mid-sized organisation.

Why Join Dhanush

30 years of credibility and long-standing clients
Clear governance-driven operating model
Direct leadership visibility
Opportunity to build a scalable managed services backbone