Title:  Managed Services Geo Lead

Job Summary

We are seeking a dynamic and strategic leader to head our Managed Services division in the United States. This role is pivotal in driving the growth of our managed services business while ensuring an exceptional customer experience. The ideal candidate will bring a blend of operational excellence, customer-centric thinking, and commercial acumen to scale our offerings and lead a high-performing team.

Key Responsibilities

Strategic Leadership & Growth

• Define and execute the vision and strategy for Managed Services in alignment with company goals
• Drive revenue growth through new business development, upselling, and expanding existing client relationships
• Identify market trends, customer needs, and competitive landscape to shape service offerings and go-to-market strategies

Customer Experience & Delivery Excellence

• Champion a customer-first culture across all touchpoints of the Managed Services lifecycle
• Ensure delivery of high-quality, SLA-driven services that exceed client expectations
• Implement best-in-class service management practices, including ITIL, automation, and continuous improvement

Operational & Financial Management

• Optimize resource allocation, delivery models, and operational efficiency
• Establish KPIs and dashboards to monitor performance, customer satisfaction, and profitability

Team Leadership & Development

• Build, mentor, and lead a cross-functional team of service delivery managers, engineers, and customer success professionals
• Foster a culture of accountability, innovation, and continuous learning
• Work in a matrix-based environment

Education and Experience

• 10+ years of experience in Managed Services, with at least 5 years in a senior leadership role
• Proven track record of scaling service businesses and delivering exceptional customer outcomes
• Strong understanding of IT infrastructure, cloud services, cybersecurity, and service management frameworks
• Excellent communication, negotiation, and stakeholder management skills
• Experience working with enterprise clients across industries

Preferred:

• MBA or equivalent advanced degree
• ITIL, PMP, or other relevant certifications
• Experience with global delivery models and offshore/nearshore teams