Leader of IT Managed Services

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Job Summary

We are looking for a highly experienced and results-driven Leader of Managed Services to lead the delivery and growth of our managed IT services for North American clients, operating from our Lahore office. This on-site leadership role includes overseeing remote infrastructure management (RIM), Microsoft 365 environments, and cloud services (Azure & AWS). The director will also play a critical role in establishing operational KPIs, educating sales teams, owning the managed services forecast, and generating SOWs and pricing from technical scopes.

Key Responsibilities:

Service Leadership & Delivery Management:

• Lead a high-performing, cross-functional team in Lahore delivering managed services to North American clients in alignment with Pacific Time business hours.

Oversee and Optimize Delivery of:

• Microsoft 365 environments (Exchange Online, SharePoint, Teams, Intune)
• Cloud Platforms: Azure and AWS (IaaS, PaaS, identity, security, backup/disaster recovery)
• Establish, track, and report KPIs and SLAs to ensure consistent, high-quality service delivery.

Sales Enablement & Business Growth:

• Educate and support the sales team with technical knowledge, service definitions, and go-to-market messaging.
• Own the managed services sales forecast, working with sales and finance to project, track, and achieve revenue targets.
• Collaborate on deal shaping and technical pre-sales, supporting RFPs, client meetings, and solution architecture.

Statements of Work & Pricing:

• Generate and review Statements of Work (SOWs) based on technical input, ensuring clarity in scope, deliverables, SLAs, and dependencies.
• Develop pricing models aligned with service tiers, resourcing plans, and customer requirements, ensuring commercial competitiveness and margin targets.

Client & Stakeholder Engagement:

• Serve as a senior escalation point for operational issues and executive engagement.
• Conduct regular service reviews and reporting with North American clients.
• Build long-term relationships focused on service quality, continuous improvement, and account expansion.

Operational Management:

• Align operations with ITIL processes (incident, problem, change, capacity, asset management).
• Lead strategic initiatives to enhance delivery efficiency, automation, and team capabilities.
• Manage team performance, training, and resource planning for 24/7 support readiness.

Required Skills and Experience:

• 10+ years of experience in IT services or managed services with at least 5 years in leadership roles.
• Proven track record managing service delivery for North American clients from an offshore location.

Strong technical background in:

• Infrastructure (Windows/Linux, virtualization, networking, backup)
• Microsoft 365 administration
• Cloud platforms (Azure and AWS)
• Experience in sales support, SOW creation, and pricing strategy.
• Deep knowledge of ITIL frameworks, with a focus on KPI/SLA tracking and continuous service improvement.
• Excellent leadership, communication, and client engagement skills.

Certifications Preferred:

• ITIL v4 Foundation or higher
• Microsoft Certified: Azure Solutions Architect / Microsoft 365 Enterprise Administrator
• AWS Certified Solutions Architect – Associate or Professional
• On-site position based in Lahore, Pakistan (no remote option).
• Must be available during Pacific Time Zone (PT) business hours (Night Shift)
• Flexibility for after-hours support during critical incidents or client escalations.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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