Managed Services Director

The Opportunity

A growing IT managed services and cybersecurity provider is seeking a Head of Managed Services to lead its global service delivery operation.

Operating a 24x7 managed services environment with teams in both the UK and the Philippines, this role will take ownership of service delivery performance, operational standards and customer experience across the organisation’s managed services platform.

This is a senior leadership role responsible for driving service maturity, strengthening customer communication and supporting the continued growth of the managed services operation.

Key Responsibilities

• Lead the global managed services operation including service desk, service operations and the developing security operations capability
  


• Drive improvements in service quality, operational standards and customer communication
  


• Lead and develop distributed teams across the UK and Philippines
  


• Oversee service delivery performance including SLA management, escalation handling and service reviews
  


• Support the development and maturity of the organisation’s security operations capability
  

• Minimum five years’ experience in a senior service delivery leadership role within a Managed Service Provider or IT services organisation
  


• Proven experience leading 24x7 service operations
  


• Strong leadership experience managing multi level service teams
  


• Experience leading distributed or offshore teams
  


• Strong operational leadership combined with a practical hands on approach
  


• Exposure to cybersecurity or security operations environments would be advantageous
  

Travel

Two days every two weeks in the Yorkshire office and quarterly visits to Manila. All business travel costs are covered.