Head of Technology - Managed and Support Services (Director)

Our client is a leading Technology Solutions provider. They build greenfield solutions for clients, deliver Cloud Migrations, Optimise technology landscapes, build and continuously improve applications for specific markets such as London market Insurance, provide managed services, data and Cyber Security.

A fantastic opportunity has arisen to Head of up their Managed Services and Infrastructure offering. This is a Director level role with full profit and loss accountability and a future pathway to a board position in future. You will pick up an already well performing team, review and build out for growth.

The Team compromises of 2 "Heads of" that will report into you and a team of 20 technical resources. The core areas are Cloud Services (predominantly migrations to Azure), other Infrastructure services, Cyber Security and they also have a niche and profitable IBM product service. They don’t do a Service Desk offering yet but keen for this person to explore how best to offer this to the market.

In addition to these technical and leadership roles under your remit, you will also have 2 Business Development Managers that will align to the service you will design to go out and develop more clients. As you are responsible for profit and loss, you will need to budget resources to help grow the department for growth.

To qualify for this role, you will need experience of managing a Managed/Infrastructure service already. Most likely in a Head of role, being responsible for P&L but perhaps not been given the Director title yet. But you may also already be a Director and looking for a sideways move to then grow but depends on your circumstances for moving.

You will have experience of Infrastructure and Cloud Migration services, Data and Security. IBM products not expected but a willingness to take this on.

The role will be remote and 2 days in the office per week minimum but up to 3 max across Tuesday to Thursday.

Key Responsibilities

1. Strategy Development & Evolution

• Help define, refine, and evolve the managed services and support strategy in alignment with overall business growth objectives.
• Identify market trends, customer needs, and emerging technologies to inform service roadmap and competitive positioning.
• Work closely with their vendors and partners to help shape their product offerings and service delivery.

1. Team Leadership & Development

• Manage and mentor a team of 20 staff, including the service desk manager, practice leads, and technical support engineers.
• Oversee recruitment, performance management, succession planning, and continuous learning initiatives to foster a high-performance culture.
• Ensure partner certifications are achieved and maintained in line with the business strategy.

1. Service Delivery & Collaboration

• Work closely with the Service Desk Manager and Practice Leads to ensure efficient, consistent, and high value 24x7 service delivery.
• Implement best-in-class processes and metrics (e.g., SLAs, KPIs, CSAT) to drive operational excellence and customer satisfaction.

1. Financial & Cost Management

• Own the P&L for the managed and support services business unit, including budgeting, forecasting, and financial reporting.
• Drive effective cost management through resource optimisation, vendor negotiations, and continuous process improvements.

1. Infrastructure & Technical Support Oversight

• Oversee the design, deployment, and maintenance of internal infrastructure and network systems to guarantee business continuity.
• Ensure robust staff technical support processes are in place so that employees have the tools and assistance they need to work optimally.

1. Market & Proposition Development

• Collaborate with Business Development, Account Managers, the Chief Commercial Officer, and Marketing to refine existing service propositions and co-create new offerings.
• Support go-to-market planning, service packaging, pricing strategies, and launch activities that drive growth and profitability.

1. Governance & Reporting

• Provide regular updates and strategic insights to the Board and CEO, highlighting performance, risks, emerging opportunities, and investment needs.
• Ensure all activities comply with relevant regulations, industry standards, and company policies.

Qualifications & Experience

• Experience:

o 10+ years in IT managed services, support operations, or professional services leadership, with at least 3 years managing teams.

o Proven track record of developing and scaling service offerings, driving service excellence, and achieving financial targets.

• Technical Knowledge:

o Strong understanding of IT infrastructure (networking, servers, cloud services), service desk operations, and modern support tools/platforms.

o Cyber Security Projects preferred. IBM products a bonus but not required

• Skills & Competencies:

o Strategic thinker with strong commercial acumen.

o Exceptional leadership, communication, and stakeholder-management skills.

o Data-driven decision-making and process improvement mindset.

This is an excellent opportunity to grow an existing successful function by putting your mark on it.