Associate Director - Managed Services

About the Company:

Headquartered in California, U.S.A., GSPANN provides consulting and IT services to global clients. We help clients transform how they deliver business value by helping them optimize their IT capabilities, practices, and operations with our experience in retail, high-technology, and manufacturing. With five global delivery centers and 2000+ employees, we provide the intimacy of a boutique consultancy with the capabilities of a large IT services firm.

Job Description:

Associate Director Managed Services

Location: Hyderabad/Gurugram

Experience: 18+ years (with significant Managed Services leadership experience)

Role Summary:

The Associate Director Managed Services is a senior leadership role responsible for driving delivery excellence, operational efficiency, and business growth across managed services engagements. The role requires strong leadership, commercial acumen, and the ability to act as a strategic advisor to clients. The individual will oversee multiple accounts or service portfolios, ensuring service quality, financial performance, customer satisfaction, and continuous improvement.

In addition, the role requires hands-on experience in project estimation, solutioning, and proposal development to support new business pursuits and complex managed services transitions.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end delivery of Managed Services engagements, ensuring SLA/KPI adherence and customer satisfaction.
• Lead governance, operational reviews, risk management, and escalation handling.
• Drive standardization, best practices, and continuous service improvement across portfolios.
• Ensure compliance with organizational, regulatory, and security policies.
• Oversee transition planning, knowledge transfer, and operational readiness for new engagements.

Client & Stakeholder Management

• Act as the executive escalation point and trusted advisor for senior client stakeholders.
• Lead QBRs, roadmap discussions, and strategic service planning.
• Align service delivery with client business outcomes, value realization, and long-term partnership goals.
• Identify opportunities to expand service scope, propose enhancements, and increase account maturity and footprint.

Project Estimation, Solutioning & Proposal Management

• Lead solution design, project estimation, and effort modelling for Managed Services deals.
• Create and review SOWs, RFP/RFI responses, service models, SLAs, and commercial constructs.
• Collaborate with sales, pre-sales, and architecture teams to craft competitive and feasible proposals.
• Bring hands-on experience with TCO analysis, FTE modelling, transition planning, and delivery sizing.
• Ensure alignment of proposals with delivery capabilities, cost structures, and organizational strategy.
• Support bid presentations, client workshops, and duediligence discussions.

People Leadership & Talent Development:

• Lead, mentor, and develop service delivery managers, operations leads, and technical teams.
• Build diverse, high-performing teams with strong succession planning.
• Drive performance management, employee engagement, and capability uplift initiatives.
• Foster a culture of accountability, innovation, and customer-centricity.

Transformation & Innovation

• Lead initiatives around automation, AI-driven operations, ITSM modernization, and tool optimization.
• Promote shift-left models, self-service capabilities, and operational efficiency enhancements.
• Champion cloud transformation, DevOps practices, SRE, AIOps, and modern managed services operating models.
• Leverage analytics for predictive, proactive, and data-driven service management.

Experience & Skills

• 18 +years in IT Services / Managed Services delivery
• 5+ years in senior leadership positions (Director / Senior Manager level)
• Strong experience managing large, multi-client Managed Services engagements
• Proven P&L ownership and financial management
• Hands-on experience in project estimation, solutioning, and proposal development
• Deep knowledge of ITIL, ITSM platforms (ServiceNow preferred), cloud services, and infra/app support
• Excellent executive communication, stakeholder management, and negotiation skills
• Demonstrated success in scaling operations and leading transformational initiatives

Financial & Commercial Management

• Own P&L for assigned Managed Services portfolios, ensuring financial health and predictable delivery.
• Manage budgeting, forecasting, margin optimization, and costefficiency initiatives.
• Partner with sales, pre-sales, and solution teams on renewals, upsells, cross-sells, and net-new pursuits.
• Drive pricing strategy, commercial negotiations, contract governance, and risk mitigation.

Certifications (Preferred)

• ITIL v4 / ITSM
• PMP, SAFe, or equivalent delivery certifications
• Cloud certifications (AWS / Azure / GCP)

Key Competencies

• Strategic thinking & execution
• Customer-centric mindset
• Financial & commercial acumen
• Operational excellence
• Change & transformation leadership
• Talent development & coaching

Why choose GSPANN

We GSPANNians are at the heart of the technology that we pioneer. We do not service our customers, we co-create.

With the passion to explore solutions to the most challenging business problems, we support and mentor the technologist in everyone who is a part of our team. This translates into innovations that are path-breaking and inspirational for the marquee clients, we co-create a digital future with.

GSPANN is a work environment where you are constantly encouraged to sharpen your abilities and shape your growth path, We support you to become the best version of yourself by feeding your curiosity, providing a nurturing environment, and giving ample opportunities to take ownership, experiment, learn and succeed.

We're a close-knit family of more than 2000 people that supports one another and celebrates successes, big or small. We work together, socialize together, and actively serve the communities we live in.

We invite you to carry forward the baton of innovation in technology with us.

At GSPANN, we do not service. We Co-create.

Discover your inner technologist - Explore and expand the boundaries of tech innovation without the fear of failure.

Accelerate your learning - Shape your career while scripting the future of tech. Seize the ample learning opportunities to grow at a rapid pace

Feel included - At GSPANN, everyone is welcome. Age, gender, culture, and nationality do not matter here, what matters is YOU

Inspire and Be Inspired - When you work with the experts, you raise your game. At GSPANN, you're in the company of marquee clients and extremely talented colleagues

Enjoy Life - We love to celebrate milestones and victories, big or small. Ever so often, we come together as one large GSPANN family

Give Back - Together, we serve communities. We take steps, small and large so we can do good for the environment, weaving in sustainability and social change in our endeavors.

We invite you to carry forward the baton of innovation in technology with us.

Let's Co-create.