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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 dynamic company focused on operational excellence and customer satisfaction.
- Benefits: Enjoy competitive salary, private medical cover, gym allowance, and generous holiday.
- Why this job: Shape the future of managed services while mentoring a talented team in a vibrant culture.
- Qualifications: 10+ years in IT managed services with strong leadership and technical skills required.
- Other info: Based in Hounslow, this role offers opportunities for growth and community engagement.
The predicted salary is between 48000 - 84000 £ 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
- 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.
- 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.
- 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
- 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.
- 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.
- 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.
- 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.
Contact Detail:
Golden Bees Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Managed & Support Services (Basé à Hounslow)
✨Tip Number 1
Network with professionals in the IT managed services sector, especially those who have experience in leadership roles. Attend industry events or webinars to connect with potential colleagues and learn about the latest trends that could benefit your application.
✨Tip Number 2
Research StudySmarter's current service offerings and identify areas where you can contribute to their growth. Prepare specific examples of how your past experiences align with their needs and how you can enhance their managed services strategy.
✨Tip Number 3
Familiarise yourself with the key performance indicators (KPIs) and service level agreements (SLAs) relevant to managed services. Be ready to discuss how you have successfully implemented these metrics in previous roles to drive operational excellence.
✨Tip Number 4
Prepare to showcase your leadership style and team management skills. Think of examples where you've mentored staff or led a team through challenges, as this will demonstrate your capability to manage the 20 professionals mentioned in the job description.
We think you need these skills to ace Head of Managed & Support Services (Basé à Hounslow)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT managed services and leadership roles. Focus on achievements that demonstrate your ability to drive service excellence and manage teams effectively.
Craft a Compelling Cover Letter: Write a cover letter that outlines your vision for the Head of Managed & Support Services role. Discuss how your experience aligns with the company's goals and how you can contribute to their growth ambitions.
Highlight Technical Knowledge: Emphasise your understanding of IT infrastructure, service desk operations, and modern support tools. Mention any relevant certifications or partner programs you are familiar with, such as Microsoft Solutions Designations.
Showcase Leadership Skills: Provide examples of your leadership style and how you've successfully managed teams in the past. Highlight your experience in mentoring staff and fostering a high-performance culture within your teams.
How to prepare for a job interview at Golden Bees
✨Understand the Role Thoroughly
Before the interview, make sure you have a deep understanding of the Head of Managed & Support Services role. Familiarise yourself with the key responsibilities and how they align with the company's growth objectives. This will help you articulate your vision and how your experience fits into their strategy.
✨Showcase Your Leadership Skills
As this is a senior leadership position, be prepared to discuss your leadership style and experiences. Share specific examples of how you've managed teams, driven performance, and fostered a high-performance culture in previous roles. Highlight your ability to mentor and develop talent.
✨Demonstrate Financial Acumen
Since you'll be responsible for the P&L, it's crucial to demonstrate your financial management skills. Be ready to discuss budgeting, forecasting, and cost management strategies you've implemented in the past. Use data to back up your achievements and show how you've contributed to financial success.
✨Prepare for Strategic Discussions
Expect questions about market trends, customer needs, and emerging technologies. Prepare to discuss how you've identified these factors in your previous roles and how they influenced your service offerings. This will showcase your strategic thinking and ability to drive business growth.
