Hi ,

We at Saxon are looking for Managed Services Support Manager/Head

Key Responsibilities

- Own the Managed Support Services (MSS) business unit P&L;, roadmap, and governance of the SLA/severity framework across all supported accounts.
- Build and lead a team of L1/L3 support engineers, including hiring, capacity planning, and performance management.
- Act as the escalation authority for Severity A/B incidents, including coordination with Microsoft Premier/Unified Support.
- Report monthly on SLA adherence, CSAT, and Azure consumption impact to the CEO and executive stakeholders.

Requirements

- MBA required (Operations, General Management, or Technology preferred).
- 610 years of experience in IT Support or Managed Services, with prior team leadership experience.




- Working knowledge of Microsoft Azure services and the Microsoft partner ecosystem (CSP, Premier/Unified Support).
- Strong executive communication skills with the ability to present SLA/KPI performance to CEO-level stakeholders.
- Experience setting up or scaling a support function from the ground up is a solid advantage.

Success Metric

- Achieve SLA adherence of at least 95% across Severity AD incidents.
- Protect Azure consumption revenue across the account portfolio within the first two quarters of the role.

Please share your profile at [email protected]

📌 Managed Services Manager (Uttar Pradesh)
🏢 Saxon Global
📍 Uttar Pradesh