Head Managed Services

Role: Head Managed Services

Business: AdaniConnex (Data Center)

Location: Mumbai

Purpose

The Head of Managed Services is responsible for leading the end-to-end managed services business for data center operations, ensuring service excellence, customer satisfaction, operational efficiency, regulatory compliance, and revenue growth. The role will oversee service delivery, facility management, IT infrastructure operations, partner management, SLA governance, customer success, and continuous improvement across multiple data center facilities.

Key Responsibilities

Strategic Leadership

• Develop and execute the managed services strategy aligned with organizational objectives.
• Drive service portfolio expansion, customer retention, and revenue growth.
• Establish operational frameworks, governance structures, and service standards.
• Lead digital transformation and automation initiatives to optimize service delivery.

Service Delivery Management

• Ensure seamless operation of mission-critical data center services with targeted uptime and availability commitments.
• Own Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer commitments.
• Monitor service performance and implement corrective actions where required.
• Lead incident, problem, change, and capacity management processes.

Customer Relationship Management

• Act as executive sponsor for key managed services customers.
• Participate in business reviews, escalation management, and customer governance meetings.
• Ensure high customer satisfaction and service quality.
• Support account growth through value-added service offerings.

Team Leadership

• Build and lead high-performing Managed Services, NOC, SOC, Facilities, and Service Delivery teams.
• Develop succession plans and capability-building programs.
• Foster a culture of accountability, customer-centricity, and operational excellence.

Financial Management

• Manage P&L for managed services operations.
• Drive budgeting, forecasting, cost optimization, and productivity initiatives.
• Monitor vendor contracts and service costs to improve profitability.

Vendor & Partner Management

• Manage OEMs, technology partners, facility management partners, and service providers.
• Negotiate contracts, service agreements, and performance metrics.
• Ensure vendor compliance with contractual obligations and SLA commitments.

Governance, Risk & Compliance

• Ensure adherence to ISO 27001, ISO 20000, ISO 22301, SOC, and applicable regulatory standards.
• Lead risk assessments, audits, business continuity, and disaster recovery programs.
• Ensure compliance with EHS, information security, and customer policies.

Continuous Improvement & Innovation

• Drive automation, AI-enabled monitoring, predictive maintenance, and operational analytics.
• Implement industry best practices for managed services and data center operations.
• Benchmark performance metrics against industry standards.

Key Deliverables

• Achievement of contracted SLA and uptime targets.
• Customer satisfaction and retention.
• Revenue growth from managed services portfolio.
• Operational efficiency and cost optimization.
• Successful audit and compliance outcomes.
• High team engagement and capability development.

Qualifications

• Any Graduate

Experience

• 15+ years of experience in Data Center Operations, Managed Services, IT Infrastructure, or Critical Facilities Management.
• Minimum 5+ years in a senior leadership role.
• Experience managing hyperscale, colocation, enterprise, or mission-critical data center environments.
• Proven experience in P&L management and customer-facing leadership roles.

Key Competencies

Technical

• Data Center Operations
• Managed Services Delivery
• IT Infrastructure Management
• ITIL Framework
• Cloud & Hybrid Infrastructure
• Network Operations
• Cybersecurity Governance
• Business Continuity & Disaster Recovery