Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM) Platforms (ServiceNow), Cloud Services, Infrastructure and Application Support, Project Estimation, Solution Design, Proposal Development
Description
GSPANN is hiring an Associate Director – Managed Services to lead large-scale managed services delivery and drive operational excellence. The role focuses on owning end-to-end service delivery, Profit and Loss (P&L) management, client engagement, and strategic growth across enterprise portfolios.
Location: Gurugram / Hyderabad
Role Type: Full Time
Published On: 7 April 2026
Experience: 18+ Years
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Description
GSPANN is hiring an Associate Director – Managed Services to lead large-scale managed services delivery and drive operational excellence. The role focuses on owning end-to-end service delivery, Profit and Loss (P&L) management, client engagement, and strategic growth across enterprise portfolios.
Role and Responsibilities
- Own end-to-end delivery of Managed Services engagements, ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and high levels of customer satisfaction.
- Lead governance frameworks, operational reviews, risk management initiatives, and escalation handling processes.
- Drive standardization, implement best practices, and enable Continuous Service Improvement (CSI) across service portfolios.
- Ensure compliance with organizational, regulatory, and security policies and standards.
- Oversee transition planning, knowledge transfer, and operational readiness for new Managed Services engagements.
- Act as the executive escalation point and trusted advisor for senior client stakeholders.
- Lead Quarterly Business Reviews (QBRs), roadmap discussions, and strategic service planning sessions.
- Align service delivery with client business outcomes, value realization, and long-term partnership objectives.
- Identify opportunities to expand service scope, propose enhancements, and increase account maturity and footprint.
- Own Profit and Loss (P&L) for assigned Managed Services portfolios, ensuring financial stability and predictable delivery.
- Manage budgeting, forecasting, margin optimization, and cost efficiency initiatives.
- Collaborate with sales, pre-sales, and solution teams on renewals, upselling, cross-selling, and new business opportunities.
- Drive pricing strategy, commercial negotiations, contract governance, and risk mitigation.
- Lead solution design, project estimation, and effort modeling for Managed Services deals.
- Create and review Statements of Work (SOWs), Requests for Proposal (RFPs), Requests for Information (RFIs), service models, SLAs, and commercial constructs.
- Collaborate with sales, pre-sales, and architecture teams to develop competitive and feasible proposals.
- Apply Total Cost of Ownership (TCO) analysis, Full-Time Equivalent (FTE) modeling, transition planning, and delivery sizing techniques.
- Ensure alignment of proposals with delivery capabilities, cost structures, and organizational strategy.
- Support bid presentations, client workshops, and due diligence discussions.
- Lead, mentor, and develop service delivery managers, operations leads, and technical teams.
- Build diverse, high-performing teams with strong succession planning frameworks.
- Drive performance management, employee engagement, and capability development initiatives.
- Foster a culture of accountability, innovation, and customer-centricity.
- Lead initiatives focused on automation, Artificial Intelligence (AI)-driven operations, Information Technology Service Management (ITSM) modernization, and tool optimization.
- Promote shift-left strategies, self-service capabilities, and operational efficiency improvements.
- Drive adoption of cloud transformation, DevOps practices, Site Reliability Engineering (SRE), Artificial Intelligence for IT Operations (AIOps), and modern managed services operating models.
- Leverage analytics to enable predictive, proactive, and data-driven service management.
Skills And Experience
- 18+ years of experience in Information Technology (IT) Services or Managed Services delivery.
- 5+ years of experience in senior leadership roles such as Director or Senior Manager.
- Manage large, multi-client Managed Services engagements with proven success.
- Demonstrate strong ownership of Profit and Loss (P&L) and financial management practices.
- Apply hands-on experience in project estimation, solution design, and proposal development.
- Demonstrate deep knowledge of ITIL, ITSM platforms such as ServiceNow, cloud services, and infrastructure and application support.
- Exhibit excellent executive communication, stakeholder management, and negotiation skills.
- Lead large-scale operational transformations and successfully scale service delivery models.
- Hold preferred certifications such as ITIL v4, Project Management Professional (PMP), Scaled Agile Framework (SAFe), or equivalent delivery certifications, along with cloud certifications in Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
- Demonstrate strong strategic thinking and execution capabilities.
- Adopt a customer-centric mindset with a focus on delivering business value.
- Exhibit strong financial and commercial acumen.
- Drive operational excellence across service delivery.
- Lead change and transformation initiatives effectively.
- Develop and mentor talent through coaching and leadership.
