Managed Services Director

Job description

ACA is seeking a Managed Services Director - Pune - to lead and scale Managed Services delivery in Pune in alignment with ACA’s global Managed Services strategy, operating model, and governance. This is a critical leadership role that combines regional delivery leadership with end-to-end execution accountability, partnering closely with global Managed Services leadership to operationalize priorities, integrate seamlessly with US and UK delivery teams, and continuously improve delivery performance, quality, and scalability. This role operates within globally established strategy and decision-making frameworks, with accountability focused on execution excellence, delivery outcomes, and regional operational maturity. Job Duties Will serve as the regional execution lead for Managed Services delivery in Pune, accountable for delivery outcomes, operational performance, and integration with global Managed Services, to include: Scaling billable Managed Services delivery from India Embedding global ‑ standard processes, quality, and governance Integrating India seamlessly with US/UK delivery teams Building durable, institutional capabilities (not person ‑ dependent delivery) Regional Leadership & Global Alignment Serve as the regional execution lead for Managed Services delivery in adherence with global standards. Translate ACA’s global Managed Services Strategy and roadmap into executable regional delivery plans. Act as the primary interface between Pune delivery leadership and US/UK leadership, ensuring alignment, transparency, and effective feedback loops. Support the migration and scaling of globally aligned workstreams into Pune in coordination with global leadership. Regional Delivery Execution Own the execution of the delivery lifecycle for Managed Services, including intake, prioritization, capacity planning, execution, and follow the sun handoffs. Drive a material increase in billable utilization, throughput, and billable delivery responsibility from Pune while maintaining quality and SLA performance. Ensure delivery workflows are location-agnostic and aligned with global queue-based, pulled-work, or follow-the-sun models. Partner with global leaders on prioritization, sequencing, and workload balancing decision impacting global delivery. Quality, Risk & Governance Implement, enforce, and continuously improve globally defined quality frameworks, including acceptance criteria, rework standards, turnaround times, and stakeholder satisfaction measures. Ensure all India delivery is audit ready, with documented SOPs, controls, and escalation paths aligned to global governance requirements. Lead root cause analysis and remediation for quality issues or delivery failures. Serve as the primary Pune-based escalation point for delivery risks, partnering with global Managed Services leadership on material issues and decisions. Process, Technology & AI Enablement Institutionalize knowledge by converting SME visits and rotations into documented global SOPs, playbooks, and certification paths. Champion adoption of AI-enabled workflows (e.g., Alpha Hub) within Pune delivery Drive measurable improvements in productivity, quality, and scalability gains through disciplined process execution and technology adoption. People Leadership & Talent Strategy Own the regional workforce strategy for Pune Managed Services delivery, including capacity planning, role design, leadership bench strength, and succession planning. Build durable, process-led delivery capabilities that reduce dependency on individual contributors. Champion ACA’s culture, values, and employee value proposition Metrics, Reporting & Executive Confidence Leverage delivery dashboards covering utilization, quality, SLAs, capacity, and operational health. Provide transparent reporting, execution-level insights, and action plans to global Managed Services leadership. Reinforce executive confidence in Pune’s ability to reliably scale complex, high quality Managed Services delivery within the global model Required Education and Experience 18+ years in Managed Services, professional services, GCC/offshore delivery, or scaled operations Proven track record leading complex, multi ‑ service delivery teams in India Strong exposure to global operating models, quality governance, and utilization management Experience leveraging technology and AI to scale service delivery preferred Operate comfortably with global senior leadership Strong knowledge of project management methodologies, tools, and software; familiarity with Certinia (PSA) will be added advantage. Demonstrated ability to lead and mentor project teams effectively. Excellent problem-solving, organizational, and decision-making skills. Proficient in Microsoft Office Suite (Excel, Word, PowerPoint). Attention to detail and ability to work independently with minimal supervision. Familiar with Salesforce, Conga CLM, Salesforce CPQ. Preferred Education and Experience Excellent communication and interpersonal skills for effective coordination across teams and external partners. Required Skills and Attributes Have scaled large, billable delivery organizations in India serving global clients Be equally credible in strategy discussions and operational execution Build process ‑ led, audit ‑ ready operations Demonstrate strong US/UK stakeholder management and follow ‑ the ‑ sun delivery experience What working at ACA offers: We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical coverage fully funded by ACA for employees and their family as well as access to Maternity & Fertility and Wellness programs. ACA also provides Personal Accident Insurance, Group Term Life Insurance, Employee Discount programs and Employee Resource Groups. You’ll be granted time off for designated ACA Paid Holidays, Privilege Leave, Casual/Sick Leave, and other leaves of absence to support your physical, financial and emotional well-being. What we commit to: ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected status.