IT Managed Services Head

Head of Managed IT Services

Internal Designation: DGM

Location:Vizag or Hyderabad-WFO / Hybrid

MajorlyUK Shift : 2-11 PM IST.Should be flexible based on need to attend clients calls etc.

Must have:

Extensive experience with Managed Services

Participation in Presales Calls and Project wins.

Role Summary:

XTGlobal is building an IT Infrastructure & Cloud Managed Services practice (Service Desk, NOC, SOC, Cloud Ops).

We are hiring a hands-on leader to design, launch, and run the managed services operating model including service catalog, SLAs, ticketing processes, tooling, onboarding playbooks, staffing model, and quality controls.

This role is expected to operate independently as the owner of Managed Services delivery. Administrative functions (HR operations, finance, vendor procurement) will be supported by respective teams, while this role owns the service delivery model, tooling, and execution.

Key Responsibilities:

A) Build the Managed Services Operating Model

Define the managed services service catalog for IT Infrastructure and Cloud Operations.

Define support tiers (L1/L2/L3), escalation paths, and shift coverage model (8x5; scalable to 24x7).

Define standard SLAs, OLAs, and service reporting templates.

Establish governance rhythm: daily ops, weekly service review, monthly service report, quarterly business review (QBR).

B) ITSM Process & Tooling (ITIL)

Implement ITIL processes: Incident, Request, Problem, Change, Knowledge, Asset.

Own selection, setup, and optimization of core tools (ticketing/ITSM, monitoring, RMM, patching, endpoint management).

Build SOPs, runbooks, and a scalable knowledge base structure.

C) Azure Managed Services Capability

Build repeatable managed services packages around Azure + Microsoft ecosystem

Standardize delivery for M365 administration, identity, endpoint management, and security baseline operations

Define operational processes for Azure monitoring, backup, patching, and incident response

Establish baseline security operations integration (Defender, alerts, escalation)

D) Client Onboarding & Transition Management

Create onboarding checklist and transition plan template for new managed services customers.

Lead discovery for new managed services deals and validate readiness requirements.

Ensure smooth transition from project work to steady-state operations.

Build service reporting: uptime, incidents, response time, root cause trends, and improvement actions.

E) Team & Delivery Execution

Build the initial delivery pod (service desk + NOC + SOC + cloud ops) and define hiring plan and skill matrix.

Train and coach team on MSP discipline, customer handling, and SLA accountability.

Own overall service delivery performance and continuous improvement.

F) Commercial Support (Pre-Sales + Pricing)

Support Sales in scope definition, service design, transition plan, and pricing/margin model.

Create standard pricing structures: per-user, per-device, per-server, per-site, per-ticket, and hybrid bundles.

Ensure contracts are deliverable, measurable, and profitable before sign-off.

Requirements:

1218 years experience in IT infrastructure operations and managed services delivery

Proven experience running a Service Desk, NOC, MSP operations, or Infrastructure Managed Services function

Strong working knowledge of Microsoft stack: Windows Server, Active Directory/Entra ID, M365, Intune

Working knowledge of Azure operations and governance (monitoring, backup, patching, access control)

Understanding of networking fundamentals and endpoint management

Strong experience defining SLAs, runbooks, escalation, and operational reporting

Comfortable working with US/Europe clients and sales calls

Travel as needed for client transitions and leadership reviews

Preferred / Nice-to-Have:

ITIL Foundation (or higher)

Experience implementing tools such as ServiceNow, Jira Service Management, Freshservice, ManageEngine, etc.

Experience with monitoring/RMM tools (SolarWinds, PRTG, Datadog, NinjaOne, ConnectWise, etc.)

Exposure to Oracle Cloud operations (secondary capability)

Experience building a managed services practice from scratch.