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.