About the Role

We are looking for a highly experienced IT Manager - Managed Services to lead customer-facing Managed Services delivery while owning Samyutha's internal IT, cloud, security, and service operations. This role carries end-to-end accountability for Managed Services performance, customer SLAs, escalations, internal infrastructure, Microsoft 365, information security, compliance (ISO 27001), and operational excellence.

You will act as a strategic partner to leadership and customers, balancing service quality, operational excellence, security posture, cost optimization, and user experience. This is a hands-on leadership role that coordinates L1, L2, and specialist/L3 teams, drives proactive service improvement, and ensures scalable, secure, and cost-efficient IT operations for both customers and Samyutha.

Key Responsibilities

Managed Services Delivery & Customer Operations

- Own end-to-end delivery of Managed Services across assigned customer accounts, ensuring services are delivered in accordance with agreed scope, SLAs, KPIs, and contractual commitments.
- Lead day-to-day Managed Services operations covering incidents, service requests, problems, changes, monitoring, patching, backups, availability, and infrastructure support.
- Coordinate L1, L2, and specialist/L3 technical teams across Desktop, Local Networks, cloud, servers, networks, databases, Microsoft 365, security, DevOps, and other contracted infrastructure services.
- Monitor ticket queues, SLA compliance, aging incidents, escalations, recurring issues, and operational risks, and drive timely resolution and ownership.
- Lead Major Incident Management, including technical coordination, customer and stakeholder communication, service restoration, root-cause analysis (RCA), post-incident review, and preventive actions.
- Conduct periodic customer service reviews and present SLA performance, incidents, service availability, capacity, security observations, risks, actions, and continuous improvement initiatives.
- Ensure customer environments have appropriate monitoring, alerting, backup, patching, security, documentation, and operational controls in line with the contracted scope.
- Maintain customer-specific infrastructure inventories, architecture information, SOPs, runbooks, escalation matrices, access records, and knowledge bases.
- Manage customer onboarding, service transition, and handover from project or implementation teams into steady-state Managed Services operations.
- Drive continuous service improvement through automation, standardization, proactive monitoring, problem management, and elimination of recurring incidents.
- Coordinate with OEMs, cloud providers, ISPs, and third-party vendors for technical escalations, support cases, and service restoration.
- Plan resource allocation, support coverage, team capacity, and technical skill availability based on customer requirements and contractual commitments.
- Identify delivery risks, capacity constraints, scope gaps, and potential SLA breaches and proactively escalate them to management and relevant customer stakeholders.
- Support Sales and Pre-Sales teams with Managed Services solutioning, scope definition, effort estimation, transition planning, RFP responses, and customer discussions.

Internal IT Infrastructure & Cloud Operations - Samyutha

- Own Samyutha's internal IT service delivery, including employee onboarding and offboarding, access provisioning, endpoint support, ITSM operations, and user support.
- Ensure effective administration and governance of Microsoft 365, Entra ID, endpoint security, corporate networks, firewalls, Wi-Fi, VPN,



and other internal technology services.
- Maintain accurate internal asset, software license, privileged-access, vendor, warranty, and infrastructure inventories and ensure timely renewals and lifecycle management.
- Own end-to-end IT infrastructure operations across on-prem and cloud environments, covering compute, storage, networking, identity, collaboration, and endpoint management.
- Lead the design, implementation, optimization, and ongoing maintenance of enterprise IT infrastructure including firewall, access points, workstations, network systems, and collaboration platforms.
- Manage and optimize multi-cloud environments (Azure, AWS, GCP), ensuring availability, performance, security, and cost efficiency.
- Oversee global administration of Microsoft 365 including Azure AD, Exchange Online, Teams, SharePoint, licensing, billing, and tenant governance.
- Act as the primary point of contact with Microsoft and cloud service resellers, managing licensing strategy, renewals, escalations, and support operations.
- Drive capacity planning, performance tuning, and proactive monitoring to ensure high availability and SLA adherence across infrastructure and cloud services.
- Own asset lifecycle management for all hardware devices and software licenses, including procurement, tracking, audits, renewals, and decommissioning.
- Provide end-to-end ownership of IT projects, including system upgrades, platform migrations, cloud onboarding, security tool rollouts, and new technology implementations.
- Define and maintain IT operational standards, SOPs, and documentation to ensure consistency and scalability of services.

Security, Risk & Compliance

- Lead the organizations information security and compliance posture, ensuring alignment with industry best practices and regulatory requirements.
- Implement and enforce IT security policies, controls, and governance frameworks, aligned to ISO/IEC 27001 (ISMS) standards.
- Actively guide and support the organization in maintaining, auditing, and continuously improving ISO certification and security maturity.
- Provide support to Sales and Pre-Sales teams in responding to RFP, Security, Compliance, business continuity related questionnaire/criteria.
- Conduct regular security assessments, audits, and vulnerability reviews, coordinating remediation and risk mitigation actions.
- Oversee and manage firewalls, endpoint security, antivirus, identity security, and access controls across the enterprise.
- Establish and validate backup, business continuity, and disaster recovery strategies, including regular testing and readiness reviews.
- Partner with leadership and stakeholders to identify security risks early and translate them into actionable mitigation plans.

Financial Management & Cost Optimization

- Own and manage the IT and cloud services budget, ensuring cost efficiency, transparency, and alignment with business priorities.
- Design and implement cloud and licensing cost-optimization strategies, including right-sizing, usage analysis, and contract optimization.
- Work closely with finance and vendors to forecast IT spend, track actuals, and optimize ROI on technology investments.
- Plan and forecast future IT and infrastructure needs based on business growth, scalability requirements,



and technology roadmaps.

End-User Experience & Global Support

- Provide global IT support leadership for employees across multiple geographies, ensuring consistent service delivery and positive user experience.
- Oversee incident, problem, and change management processes to minimize downtime and improve service reliability.
- Drive continuous improvement in IT service delivery, reducing recurring issues through root-cause analysis and preventive actions.
- Develop and maintain user documentation, SOPs, FAQs, and training programs to enable self-service and improve IT adoption.
- Act as a trusted IT partner to business teams, translating business requirements into practical and secure technology solutions

Leadership & Stakeholder Management

- Serve as the primary IT point of accountability for leadership, auditors, vendors, and cross-functional stakeholders.
- Lead, mentor, and guide Managed Services teams, internal IT resources, and external partners, ensuring transparent ownership, high performance, accountability, service discipline, and skill development.
- Communicate IT risks, priorities, and outcomes clearly to senior management, enabling informed decision-making.

Vendor & Partner Management

- Own end-to-end vendor and partner management across IT infrastructure, cloud providers, OEMs, and service partners, including vendor selection, contract negotiation, SLA definition, renewals, escalations, ensuring cost efficiency, service quality, and alignment with business objectives.

Education, Experience & Certifications

- Bachelor's degree in IT / Computer Science or a related discipline; MSc/MCA is preferred.
- 8-12 years of overall experience in IT infrastructure, IT operations, service delivery, or Managed Services.
- Minimum 3-5 years in an IT Manager, Managed Services Manager, Service Delivery Manager, Infrastructure Manager, or equivalent leadership role.
- Demonstrated experience managing customer-facing Managed Services operations, technical teams, SLAs, escalations, and service reviews.
- Strong practical understanding of ITIL-based Incident, Service Request, Problem, Change, Major Incident, and Continual Improvement practices.
- Hands-on exposure to AWS and/or Azure, Microsoft 365/Entra ID, Windows/Linux, networking, endpoint management, backup, monitoring, and security technologies.
- Experience with ITSM/ticketing platforms and infrastructure monitoring/observability tools.
- Experience with ISO/IEC 27001 / ISMS implementation or operations is preferred.
- Relevant certifications in ITIL, AWS, Azure, Microsoft, networking, security, or project/service management are preferred.

What We Offer

- Strategic Ownership: Full ownership of Managed Services delivery and Samyutha internal IT, including infrastructure, cloud platforms, security, compliance, and service operations.
- Leadership Impact: Direct influence on technology strategy, security maturity, and business scalability.
- Growth & Exposure: Opportunity to lead ISO 27001 initiatives, multi-cloud environments (AWS, Azure, GCP), and enterprise-scale Microsoft 365 operations.
- Autonomy & Trust: A role with decision-making authority, visibility with senior leadership, and the ability to shape long-term IT roadmaps.
- Challenging & Meaningful Work: Drive complex projects including cloud migrations, security transformations, and global IT standardization.
- Professional Development: Continuous learning, certification support, and exposure to modern security and cloud best practices.
- Competitive Compensation: Market-aligned salary with leadership-level responsibilities and performance recognition.

📌 IT Manager - Managed Services (Hyderabad)
🏢 Samyutha Infotechnologies
📍 Hyderabad