Head of Managed Services Operations Centre (MSOC)

Job Purpose:

The Head of the Managed Services Operations Centre (MSOC) will lead and manage the Managed Services Operations Centre, ensuring exceptional service delivery in line with client needs and business objectives. This role is critical in ensuring that proactive monitoring, incident resolution, and service improvements are continually aligned with the IT roadmaps created by the professional services team. The Head of the Managed Services Operations Centre (MSOC) will focus on maintaining clear escalation pathways, managing post-incident reviews, gathering feedback, and driving continuous service enhancements based on client insights and analytics.

Key Objectives:

• Lead the operations of the Managed Services Operations Centre, ensuring the highest standards of client support, incident management, and service delivery.
• Ensure proactive monitoring systems are in place to detect potential issues before they impact clients business operations.
• Establish and maintain clear escalation paths for critical incidents, ensuring that issues are addressed promptly and efficiently.
• Continuously assess and improve service offerings by analyzing service metrics, client feedback, and post-incident reviews.
• Maintain high levels of client satisfaction by ensuring consistent delivery of high-quality support services and fostering client relationships.
• Manage and develop a team of support service professionals, ensuring they are equipped with the skills, training, and resources to perform effectively.

Key Responsibilities:

• Oversee day-to-day operations of the Managed Services Operations Centre, ensuring efficient and effective service delivery.
• Lead the monitoring of client systems and ensure proactive measures are in place to resolve potential issues before they impact business continuity.
• Establish and enforce clear escalation pathways for critical incidents, ensuring a swift and effective response to service disruptions.
• Conduct post-incident reviews, gather feedback from clients and team members, and drive improvements based on these insights.
• Ensure timely communication with clients regarding the status of incidents and service updates.
• Develop and maintain key performance indicators (KPIs) and metrics to track the effectiveness and efficiency of the support services provided.
• Collaborate with the professional services team to ensure smooth transition from project implementation to managed services.
• Continuously assess and improve operational processes, identifying and implementing best practices to enhance service delivery and operational efficiency.
• Prepare and present regular reports to senior management on the performance of the Managed Services Operations Centre.
• Manage the resource allocation, productivity and scheduling for the operations centre, ensuring adequate staffing levels during peak periods.
• Ensure compliance with service-level agreements (SLAs) and internal policies and procedures.

Knowledge Requirements:

• Strong understanding of IT operations and managed services delivery models.
• In-depth knowledge of IT service management frameworks (e.g., ITIL) and best practices in incident management, change management, and service delivery.
• Knowledge of network infrastructure, cloud technologies, IT security, and enterprise software systems.
• Familiarity with monitoring and ticketing systems used in managed services (e.g., Kaseya, N-able and other leading MSP software vendors).
• Understanding of business continuity planning and disaster recovery processes.
• Knowledge of performance reporting and metrics analysis, with the ability to derive actionable insights from service data.

Skills Requirements:

• Leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to interact with clients and internal stakeholders at all levels.
• Strong problem-solving skills with a focus on proactive issue resolution and continuous improvement.
• Analytical skills to assess service metrics, client feedback, and operational performance.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• High attention to detail, with a focus on ensuring quality and compliance in service delivery.
• Strong project management skills, with the ability to oversee multiple initiatives simultaneously.

Experience Level Required:

• A minimum of 8 years of experience in IT support services.
• At least 3-5 years in a leadership or management role overseeing a managed services operations centre or similar environment.
• Proven experience in incident management, service delivery, and team leadership.
• Experience working with ITIL-based service management processes.
• Experience in client-facing roles, with a track record of managing client relationships and delivering high-quality support services.
• Experience with monitoring tools and service management platforms (e.g., Kaseya, N-able and other leading MSP software vendors).
• Experience in conducting post-incident reviews, service analytics, and process improvements.

Competency Requirements:

• Demonstrates the ability to lead and optimize managed services operations, ensuring effective monitoring, incident resolution, and client satisfaction.
• Prioritizes client needs and works proactively to prevent service disruptions, ensuring high levels of client satisfaction.
• Utilizes critical thinking and analytics to resolve issues and make informed decisions, particularly in high-pressure situations.
• Works effectively across teams, fostering a collaborative environment to ensure seamless service delivery.
• Actively seeks out and implements opportunities for service improvements based on performance data, client feedback, and industry best practices.

Behavioural Requirements:

• Able to inspire, motivate, and lead a team of support professionals to deliver exceptional service.
• Comfortable to manage change and respond to shifting client needs and operational demands.
• A forward-thinking, proactive individual who anticipates issues and acts swiftly to prevent service interruptions.
• Demonstrates a strong commitment to delivering exceptional client experiences, building trust and long-term relationships.
• High attention to detail and commitment to ensuring service excellence in every aspect of operations.