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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch managed services and support strategies.
- Company: Join a forward-thinking company focused on operational excellence and customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, gym allowance, and private medical cover.
- Why this job: Shape the future of service delivery while mentoring a dynamic team in a supportive culture.
- Qualifications: 10+ years in IT services with strong leadership and strategic skills required.
- Other info: Opportunity to collaborate with senior leadership and drive impactful business growth.
The predicted salary is between 43200 - 72000 £ per year.
The Head of Managed and Support Services is a senior leadership role responsible for shaping and executing our managed services and support strategy. You will lead a team of 20 professionals to deliver high-value customer outcomes and ensure operational excellence. This role owns the P&L for the business unit, oversees cost management, drives internal infrastructure reliability, and collaborates with business development, account management, the CCO, and marketing to evolve our service offerings and support our growth ambitions.
Key Responsibilities
- 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 our vendors and partners to help shape our product offerings and service delivery.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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: 10+ years in IT managed services, support operations, or professional services leadership, with at least 3 years managing teams. Proven track record of developing and scaling service offerings, driving service excellence, and achieving financial targets.
- Technical Knowledge: Strong understanding of IT infrastructure (networking, servers, cloud services), service desk operations, and modern support tools/platforms. Good knowledge of partner programs including Microsoft Solutions Designations.
- Skills & Competencies: Strategic thinker with strong commercial acumen. Exceptional leadership, communication, and stakeholder-management skills. Data-driven decision-making and process improvement mindset.
What We Offer
- Competitive salary and bonus scheme.
- Hybrid working.
- Group life and critical illness cover.
- Private medical cover.
- Salary sacrifice electric car scheme.
- Gym / fitness allowance.
- 23 - 25 days holiday.
- Volunteering opportunities with our charity partners.
Head of Managed & Support Services employer: Northdoor plc
Contact Detail:
Northdoor plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Managed & Support Services
✨Tip Number 1
Network with professionals in the IT managed services sector. Attend industry events, webinars, or local meetups to connect with potential colleagues and leaders who can provide insights into the role and company culture.
✨Tip Number 2
Research StudySmarter's current service offerings and recent developments. Understanding our strategic direction will help you articulate how your experience aligns with our goals during discussions.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams and driven operational excellence in previous roles. Highlighting measurable outcomes will demonstrate your capability to manage a team effectively.
✨Tip Number 4
Familiarise yourself with the latest trends in IT infrastructure and support tools. Being knowledgeable about emerging technologies will show that you're proactive and ready to innovate within our managed services.
We think you need these skills to ace Head of Managed & Support Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT managed services and leadership roles. Emphasise your achievements in developing service offerings and managing teams, as these are key aspects of the job.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and how your background aligns with the company's goals. Mention specific examples of how you've driven operational excellence and financial success in previous positions.
Highlight Technical Knowledge: Given the technical nature of the role, ensure you detail your understanding of IT infrastructure, service desk operations, and any relevant partner programs. This will demonstrate your capability to oversee the technical support aspects of the position.
Showcase Leadership Skills: Provide examples of your leadership style and how you've successfully managed teams in the past. Discuss your approach to mentoring and developing staff, as well as how you've fostered a high-performance culture.
How to prepare for a job interview at Northdoor plc
✨Showcase Your Leadership Experience
As the Head of Managed & Support Services, you'll be leading a team of 20 professionals. Be prepared to discuss your previous leadership roles, how you've managed teams, and any specific strategies you've implemented to foster a high-performance culture.
✨Demonstrate Strategic Thinking
This role requires a strategic mindset. Highlight your experience in developing and evolving service strategies that align with business growth objectives. Discuss how you've identified market trends and customer needs in your past roles.
✨Prepare for Financial Discussions
Since you'll own the P&L for the business unit, be ready to talk about your experience with budgeting, forecasting, and financial reporting. Share examples of how you've driven effective cost management and resource optimisation in previous positions.
✨Understand Technical Requirements
A strong understanding of IT infrastructure and support operations is crucial. Brush up on your knowledge of networking, servers, and cloud services, and be prepared to discuss how you've overseen technical support processes in the past.
