Head of Managed IT Services India at AigilxHealth in Hybrid - Chennai

Head of Managed IT Services India
Location: Chennai (preferred)
Level: Director / AVP
Employment: Full-time
Reporting to: CEO / Managing Director
Team: Service Delivery, Service Desk, Infrastructure/NOC and People Operations
Working Hours: Must have daily overlap with US Eastern Time (approximately 7:30 PM11:30 PM IST)
Travel: 2 to 3 trips to the US in the first year, plus occasional travel in India
About the Role
A 10-year-old health tech company is building a new managed IT Services delivery centre in India to support mid-sized companies and nonprofit organisations in the US.
We are looking for a senior leader who can build this operation from the ground up, hire the team, set up processes, launch the first client, and then manage the business as it grows.
This is not a traditional IT operations manager role. The person will be responsible for building a high-quality service organisation that US clients can trust with their day-to-day IT operations.
Roles and Responsibilities:
1. Build the India IT Services Centre

• Design the overall operating model for the India delivery centre.
• Decide the team structure, responsibilities, working shifts and staffing requirements.
• Select and implement the required IT service management and monitoring tools.
• Set up the required office infrastructure, security controls and business continuity arrangements.
• Establish relationships with local IT service partners who can provide on-site support for US clients.
• Create clear service processes, escalation procedures and operating guidelines.

2. Build and Lead the Team
The initial team is expected to include:

• Service Desk Lead
• IT Support Engineers Level 1 and Level 2
• Network / Infrastructure Engineer
• Microsoft 365 / Intune specialist
• NOC / Monitoring Engineer
• Cloud / Backup support
• Service Delivery Manager
• HR / Recruitment support

Key responsibilities include:

• Hire the initial team.
• Define job descriptions and selection criteria.
• Create practical technical assessments and interview processes.
• Develop an onboarding and training programme.
• Ensure adequate backup resources for critical skills.
• Manage employee retention, especially for US-shift roles.
• Build a talent pipeline for future growth.

3. Launch and Transition the First Client
The successful candidate will lead the transition of the first US client into companys managed IT services.
This includes:

• Understanding the client's existing IT environment and processes.
• Planning the transition from the current service provider/team to the company.
• Creating documentation, operating procedures and knowledge-transfer plans.
• Conducting testing before taking responsibility for live IT operations.
• Ensuring the team is ready before the client goes live.
• Managing major incidents and escalations during the transition.
• Clearly defining what Aigilx will and will not support.

Important: The candidate must be comfortable managing a client transition from the beginning through to stable day-to-day operations.
4. Manage Service Quality
Once the centre is operational, the Head will be responsible for service quality and client satisfaction.
Key measures include:

• SLA performance meeting agreed response and resolution times.
• Customer satisfaction (CSAT).
• First-contact resolution.
• Ticket resolution time.
• Reopened tickets.
• Successful IT changes.
• Backup and recovery testing.
• Major incident management.

The leader will regularly review performance with US clients and take corrective action where required.
5. Manage Security and Compliance
The candidate must ensure that employees follow strong IT security practices, including:

• Appropriate access controls.
• Limited administrative access.
• Secure handling of client information.
• Regular review of employee access.
• No use of personal devices for sensitive client information.
• Compliance with applicable Indian employment and data-protection requirements.

Experience with SOC 2, ISO 27001, healthcare or HIPAA-related environments will be an advantage.
6. Manage the Business and P&L
This is also a business leadership role.
The candidate will:

• Own the financial performance of the India delivery unit.
• Manage staffing costs and utilisation.
• Monitor profitability.
• Help develop pricing for IT services.
• Support proposals and presentations for US clients.
• Work with the sales team to win new business.
• Grow the operation after the first client is stable.
• Ensure the business does not hire significantly ahead of confirmed client demand.

What We Are Looking For
Must-Have Experience
The ideal candidate should have:
Experience

• 12+ years of experience in IT infrastructure, IT service management or managed IT services.
• At least 6 years of experience managing an IT delivery operation serving US or UK clients from India.
• Experience working in an MSP, GCC, captive centre or similar IT services organisation.
• Experience building or significantly expanding an IT delivery team.
• Experience taking at least one client from transition/implementation to stable operations.
• Experience managing US-shift/night-shift teams.
• Experience managing service delivery, client escalations and operational performance.

Technical Understanding
The person does not necessarily need to be the strongest hands-on engineer but must understand the major IT areas being delivered.
They should have good working knowledge of:

• Microsoft 365
• Microsoft Entra ID / Active Directory
• Microsoft Intune
• End-user IT support
• Networks and firewalls
• VPN
• IT monitoring / NOC operations
• Backup and disaster recovery
• Azure or AWS
• IT service management / ITIL

Experience with technologies such as Fortinet and Veeam is useful.
Leadership & Business Skills
Look for candidates who can demonstrate:

• Strong people leadership.
• Client management skills.
• Excellent spoken and written English.
• Experience dealing directly with US senior IT leaders.
• Strong problem-solving and decision-making skills.
• Ability to manage high-pressure incidents.
• Experience managing budgets and operational costs.
• Understanding of utilisation, profitability and pricing.
• Ability to build processes and operating discipline.
• Strong documentation and governance mindset.

Preferred Experience
These are good-to-have, not mandatory:

• Healthcare or nonprofit IT services experience.
• HIPAA-aware environments.
• SOC 2 or ISO 27001 implementation experience.
• Experience managing third-party IT vendors/specialists.
• P&L ownership.
• Existing professional network/talent pool in Chennai or Hyderabad.

Education
Minimum: Bachelors degree in engineering, Computer Science or equivalent.
Preferred certifications:

• ITIL
• Microsoft certifications
• Fortinet
• Veeam

PMP/PRINCE2 is an advantage, particularly for transition/project management.
An MBA is an advantage but is not a substitute for relevant IT delivery experience.
Ideal Candidate will be Someone who:

• Has built and operated an IT services centre, rather than only managed an existing team.
• Is comfortable working with US clients and US working hours.
• Can communicate confidently with senior US stakeholders.
• Takes ownership when there is a major client issue.
• Builds strong processes and documentation.
• Can say No when a client asks for work outside the agreed scope.
• Understands both technology and business.
• Can build a team that eventually operates without depending on the Head for every decision.
• Is comfortable being hands-on during the initial setup but can gradually move into a leadership role.

First-Year Success Measures
The successful candidate is expected to achieve the following:
First 30 days

• Finalise operating model and team structure.
• Identify required tools.
• Create hiring plan.
• Prepare first-client transition plan.

First 60 days

• Key leadership positions hired.
• IT service management system ready.
• Shift structure established.
• Local service partners identified.

First 90 days

• Core team in place.
• Team training completed.
• Major incident simulation completed.
• Ready for first client launch.

By Month 6

• First client operating successfully.
• SLA and service-quality targets achieved.
• Customer satisfaction of approximately 4.2/5 or higher.
• Annualised attrition below 18%.

By Month 12

• India unit has clear P&L visibility.
• SOC 2 preparation underway.
• Second client contracted or close to signing.
• Delivery centre can operate effectively without depending on the Head every day.

Compensation
Best in the Industry
US travel will be part of the role, particularly during the first year.