Head of Managed Services
Location: Northwich - Hybrid with occasional travel to Milton Keynes
Permanent | Senior Leadership Role
About the Job
We are recruiting a Head of Managed Services to lead and evolve a critical, high‑impact managed services function. This is a leadership role with full accountability for service delivery, service desk operations, engineering teams, and ITIL-led service management across a 24×7 UK and nearshore model (UK & Sofia). You’ll be responsible for ensuring our managed services portfolio is scalable, resilient, commercially sound, and delivering an outstanding customer experience. This role is ideal for someone with a strong MSP background who has grown and led service desk and managed services environments at scale.
Core Responsibilities
Own and deliver the managed services strategy, ensuring the portfolio is scalable, commercially sound, and aligned to wider business objectives.
Lead and develop service desk, service delivery, and engineering leadership teams, fostering a high‑performance, customer‑centric culture across all service functions.
Hold full accountability for 24×7 managed service operations across UK and near‑shore teams, ensuring resilience, coverage, efficiency, and customer satisfaction.
Ensure consistent, high-quality service delivery against agreed SLAs, OLAs, and KPIs, acting as the senior escalation point for key customers and major incidents.
Own and mature ITIL‑based service management processes, embedding governance, best practice, automation, and continuous improvement across the service lifecycle.
Drive operational excellence and cost control, including budgeting, workforce planning, capacity management, and service performance reporting.
Oversee major incidents and service improvement initiatives, including root cause analysis, post-incident reviews, and long‑term service enhancements.
Requirements
Proven experience in a senior managed services / service operations leadership role
Extensive background in managed services and service desk environments (MSP experience highly desirable)
Experience leading service delivery, engineering, and operational teams within 24×7 service operations and distributed environments
Knowledge of ITIL frameworks (ITIL certification preferred)
Confident stakeholder and client-facing leadership style
Experience using service management platforms (e.g. ServiceNow, Jira Service Management)
Strong commercial awareness within managed services environments
What we offer
AXA Health Insurance and Dental Plan Options – available for you and your family through a salary sacrifice scheme
Rising holiday allowance at Year 2 and Year 5
Birthday day off
Employee Referral Bonus – help us grow our team and get rewarded for introducing great talent.
Employee discounts and wellness perks
Modern offices with breakout spaces, free tea and coffee, and a private wellness room
Development opportunities with clear career progression and training
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