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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