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Head of Managed & Support Services, watford, hertfordshire
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Client:
Location:
watford, hertfordshire, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
3
Posted:
04.06.2025
Expiry Date:
19.07.2025
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Job Description:
Head of Managed and Support Services
Reports to: Board of Directors and Chief Executive Officer
Role Overview
The Head of Managed and Support Services is a senior leadership role responsible for shaping and executing our managed services and support strategy. You will lead a team of 20 professionals to deliver high-value customer outcomes and ensure operational excellence. This role owns the P&L for the business unit, oversees cost management, drives internal infrastructure reliability, and collaborates with business development, account management, the CCO, and marketing to evolve our service offerings and support our growth ambitions.
Key Responsibilities
* Help define, refine, and evolve the managed services and support strategy in alignment with overall business growth objectives.
* Identify market trends, customer needs, and emerging technologies to inform service roadmap and competitive positioning.
* Work closely with our vendors and partners to help shape our product offerings and service delivery.
* Manage and mentor a team of 20 staff, including the service desk manager, practice leads, and technical support engineers.
* Oversee recruitment, performance management, succession planning, and continuous learning initiatives to foster a high-performance culture.
* Ensure partner certifications are achieved and maintained in line with the business strategy.
Service Delivery & Collaboration
* Work closely with the Service Desk Manager and Practice Leads to ensure efficient, consistent, and high value 24x7 service delivery.
* Implement best-in-class processes and metrics (e.g., SLAs, KPIs, CSAT) to drive operational excellence and customer satisfaction.
* Own the P&L for the managed and support services business unit, including budgeting, forecasting, and financial reporting.
* Drive effective cost management through resource optimisation, vendor negotiations, and continuous process improvements.
Infrastructure & Technical Support Oversight
* Oversee the design, deployment, and maintenance of internal infrastructure and network systems to guarantee business continuity.
* Ensure robust staff technical support processes are in place so that employees have the tools and assistance they need to work optimally.
Market & Proposition Development
* Collaborate with Business Development, Account Managers, the Chief Commercial Officer, and Marketing to refine existing service propositions and co-create new offerings.
* Support go-to-market planning, service packaging, pricing strategies, and launch activities that drive growth and profitability.
Governance & Reporting
* Provide regular updates and strategic insights to the Board and CEO, highlighting performance, risks, emerging opportunities, and investment needs.
* Ensure all activities comply with relevant regulations, industry standards, and company policies.
Qualifications & Experience
Experience:
* 10+ years in IT managed services, support operations, or professional services leadership, with at least 3 years managing teams.
* Proven track record of developing and scaling service offerings, driving service excellence, and achieving financial targets.
Technical Knowledge:
* Strong understanding of IT infrastructure (networking, servers, cloud services), service desk operations, and modern support tools/platforms.
* Good knowledge of partner programs including Microsoft Solutions Designations
* Strategic thinker with strong commercial acumen.
* Exceptional leadership, communication, and stakeholder-management skills.
* Data-driven decision-making and process improvement mindset.
What We Offer
* Competitve salary and bonus scheme.
* Group life and critical illness cover.
* Private medical cover.
* Salary sacrifice electric car scheme.
* Gym / fitness allowance.
* 23 - 25 days holiday.
* Volunteering opportunities with our charity partners.
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