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
