Head of Managed Services

Role Overview

The Head of Managed Services is accountable for the overall delivery, profitability, and expansion of the managed services division. This senior leadership position manages service delivery, operational efficiency, client retention, and the continuous advancement of the service portfolio.

Key Responsibilities

• Take full ownership of the managed services profit and loss including revenue, gross margin, cost management, and resource utilization.
• Oversee end-to-end service delivery covering service desk, infrastructure, cloud, network, and security operations.
• Ensure adherence to service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction goals such as CSAT and NPS, while regularly updating the executive leadership on performance.
• Drive continuous growth of recurring revenues through contract renewals, upselling, and cross-selling by collaborating closely with sales and account management teams.
• Develop and refine the service portfolio and pricing models, incorporating new offerings in areas like cloud computing, cybersecurity, and automation.
• Build and mentor a high-performing team comprising service managers, engineers, and team leads.
• Implement ITIL-based service operating frameworks governing incident, problem, change, and service level management processes.
• Maintain strategic relationships with senior client stakeholders, conducting service reviews and managing escalations effectively.
• Manage vendors and partners such as Microsoft, AWS, Cisco, and Fortinet, overseeing accreditations and commercial agreements.
• Lead smooth onboarding and transition processes for new clients to ensure seamless service adoption.
• Introduce tooling, automation, and process enhancements to optimize operational efficiency and margin improvement.
• Ensure compliance with standards including ISO 27001, ISO 9001, SOC 2, and contractual customer requirements.

Experience and Skills

• Over 10 years of experience in IT managed services with a minimum of 5 years in senior leadership roles focused on service delivery or operations.
• Proven success managing a managed services P&L valued at multiple millions of euros and enhancing profit margins.
• Experienced leading diverse technical teams of significant size.
• Deep expertise in ITIL service management principles, preferably holding ITIL v4 certification.
• Solid technical knowledge spanning Microsoft 365, Azure/AWS cloud platforms, networking, and security operations.
• Strong commercial skills including contract negotiation, pricing strategy, and driving account growth.
• Prior experience in a Managed Service Provider (MSP), systems integration, or telecommunications-centric managed services environment.
• Comfort and confidence in engaging with executive and board-level stakeholders internally and key C-level client contacts.
• Data-driven approach using operational metrics and tools such as ServiceNow, ConnectWise, or Halo PSA for managing services.

Benefits

• Leadership role with significant influence on organizational strategy.
• Competitive benefits including pension scheme, private healthcare, and 25 days of paid annual leave.
• Flexibility with hybrid working arrangements.
• Opportunity to participate in equity or share option plans.