Managed Service Lead

As Managed Service Lead, you will take ownership of the operational performance and further development of our Managed Services organisation across AV, UCC, meeting room and digital signage environments.

You will lead through our existing Team Leads across Germany, Finland and Spain, creating clarity, accountability and reliable delivery across Service Desk, Support Engineering and Field Service.

Reporting directly to the COO, you will have the opportunity to shape how Managed Services works as an organisation: strengthening processes, improving collaboration across functions and building a scalable operating model that delivers consistently high-quality service to our customers.

This is a role for someone who enjoys connecting people, customers and operations, takes ownership when things become complex and knows how to turn operational challenges into sustainable solutions.

Lead Service Performance

You take the overall view of our Managed Services operation and make sure we deliver what we promise.

• Own service performance, service quality and agreed operational targets.
• Create transparency around backlog, critical incidents, risks and corrective actions.
• Ensure customer issues have clear ownership, effective communication and a path to resolution.
• Identify recurring problems and drive sustainable improvements — not just quick fixes.

 Lead through our Team Leads

Your impact comes through the people you lead.

• Set clear objectives, responsibilities and decision-making authority for Team Leads.
• Create a culture of ownership, accountability and reliable execution.
• Coach Team Leads and support them in developing their teams and leadership capabilities.
• Strengthen delegation, skills development and reliable backup structures across locations.
• Address performance challenges early and constructively.

 Connect Presales, Projects & Operations

You will be a key bridge between Solutions Consulting, Professional Services and Managed Services.

• Bring operational expertise into Presales and help validate service scope, effort, capacity and feasibility.
• Ensure a structured transition from project delivery into ongoing operations.
• Establish clear handovers covering scope, assets, documentation, open issues and service readiness.
• Coordinate on-site service requirements with the relevant teams and ensure clear ownership from planning through completion.
• Make operational gaps visible and bring forward practical solutions when priorities or commitments conflict.

 Build capacity across countries

Our Managed Services organisation operates across multiple countries and functions. You will help us make the best use of that network.

• Balance workload, priorities and capacity across Germany, Finland and Spain.
• Anticipate resource and skills gaps before they become service issues.
• Coordinate internal resources and external service partners where required.
• Ensure appropriate coverage for absences, critical skills and customer commitments.
• Build a clear picture of capacity needs and translate them into operational and financial proposals for the COO.

We are looking for a leader who combines operational discipline with a strong people mindset.

You don't need to be the person who solves every technical issue yourself. You know how to create the conditions in which the right people can solve the right problems — with clear ownership, priorities and accountability.

You bring:

• Experience in Managed Services, Service Delivery, Technical Operations or a comparable environment.
• Experience leading through Team Leads or other operational leaders.
• Strong organisational and prioritisation skills across multiple teams or locations.
• A hands-on, pragmatic approach to solving operational challenges.
• The ability to bring structure and clarity into complex situations.
• Confidence communicating in Englisch and German (at least C1 level) with senior stakeholders and customers. Other European languages are a plus.
• A strong understanding of service quality, capacity and operational performance.
• The ability to balance customer needs, people, quality and commercial considerations.
• A genuine interest in developing people and building high-performing teams.

Real responsibility, real impact

Take ownership of a multi-country Managed Services organisation and have a direct impact on service quality, customer experience and operational performance.

The opportunity to shape, not just manage

You are joining at an exciting point of organisational development. Together with the COO, you will help build clearer structures, processes and ways of working across Managed Services.

Leadership with influence

Lead through experienced Team Leads across Germany, Finland and Spain and help develop a stronger, more accountable leadership culture.

A highly connected role

Work closely with COO, Professional Services, Solutions Consulting and Sales. Your perspective will matter well beyond day-to-day service operations.

International environment

Collaborate with colleagues and customers across several European countries and work in a genuinely international technology environment.

Room for your ideas

We are looking for someone who brings their own experience, challenges existing ways of working and turns good ideas into practical improvements.

Autonomy & trust

We give you the responsibility and decision-making space to get things done — with direct access to the COO when strategic decisions or investments are required.

A role with perspective

You will join an organisation where Managed Services is strategically important and where your contribution will directly influence customer experience, operational quality and the way our teams work together.

You will have:

Ownership – responsibility for the operational performance of a multi-country Managed Services organisation.

Impact – the opportunity to improve how we deliver services, not simply manage today's workload.

People leadership – the chance to develop Team Leads and strengthen leadership across the organisation.

Cross-functional influence – a central role connecting Presales, Professional Services and Operations.

Transformation – an opportunity to help shape the operating model during an important phase of organisational development.