As the Head of Managed Services, you will be the second-in-command, working closely with the Managing Director to oversee the day-to-day operations of the company services. You will play a pivotal role in driving operational excellence, optimising processes, and ensuring the smooth functioning and delivery of all business services.

Strategic: 

Collaboration with the Managing Director and Directors to implement, and execute objectives, strategies and tactics. Client Relationship: Act as a key point of contact for clients, ensuring their IT needs are met or exceeded and relationships are strengthened at all times through empathetic, consistent and if possible proactive communication. Manage client escalations and work to resolve issues promptly and eJectively. Identify opportunities for additional services or enhancements to existing services to provide added value to clients. Business Operations: Responsibility for monitoring and managing business operations, including the core services, App Advisory projects, scheduled data operations, data accuracy processes, reporting as a service and IT Managed Service and individual aspects within these services. Process and Operational Optimisation: Identify areas of services for improvement and implement eJicient processes to streamline operations, reduce costs, and enhance productivity. Team Management: Provide management and direction to the Frameworks team, fostering a culture of collaboration, accountability, and continuous improvement. Financial: Provide detail when needed, to assist the finance team with conducting their processes to aid our Financial reporting.

Supplier Management: 

Build and maintain strong relationships with suppliers and software companies, assisting with contracts and ensuring timely delivery of goods and services. Security and Risk Management: Ensure good practices are followed in relation to risk and security, both internally for Frameworks and externally for Customers. All relevant regulations and standards activities should be monitored and maintained. Performance Monitoring: Help to build upon the current key performance indicators (KPIs) and metrics to monitor the performance of operations internally and provide regular reports to senior leadership. Continuous Improvement: Champion a culture of continuous improvement, encouraging innovation and best practices across the organisation

Qualifications / Experience

Bachelors degree in Information Technology, Computer Science, Business Administration, or equivalent. Minimum of 8-10 years of experience in IT service management, with at least 5 years in a leadership role. Proven experience in managing client relationships and delivering exceptional customer service. Strong understanding of ITIL or other IT service management frameworks. Excellent leadership and team management skills, with a track record of developing high-performing teams. Exceptional communication, negotiation, and interpersonal skills. Strong problem-solving abilities and a client-focused mindset. Ability to manage multiple priorities in a fast-paced environment. Relevant certifications (e.g., ITIL, PMP) are a plus.Proven experience in a senior operations role, in the technology industry. Knowledge of relevant regulatory requirements and industry best practices