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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 competitive salary, private medical cover, gym allowance, and generous holiday.
- Why this job: Shape the future of managed services while mentoring a dynamic team in a collaborative culture.
- Qualifications: 10+ years in IT services with strong leadership and technical skills required.
- Other info: Opportunity for growth and impact in a rapidly evolving industry.
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
- 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
- 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.
- 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:
Placed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Managed & Support Services (York)
✨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, particularly in developing and scaling service offerings.
✨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 demonstrate your leadership style and how you foster a high-performance culture within teams. Think of examples where you've mentored staff or improved team dynamics, as this will be crucial for the role.
We think you need these skills to ace Head of Managed & Support Services (York)
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 crucial for the Head of Managed & Support Services position.
Craft a Compelling Cover Letter: Write a cover letter that clearly outlines your vision for the managed services strategy. Discuss how your experience aligns with the company's goals and how you can contribute to their growth ambitions.
Highlight Technical Knowledge: In your application, showcase your understanding of IT infrastructure, service desk operations, and modern support tools. Mention any relevant certifications or partner programs you are familiar with, as this will strengthen your application.
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, as this is essential for the role.
How to prepare for a job interview at Placed
✨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 Your Strategic Thinking
This role requires a strategic mindset to align managed services with business growth objectives. Prepare examples of how you've identified market trends or customer needs in the past and how you used that information to shape service offerings.
✨Highlight Your Financial Acumen
You'll own the P&L for the business unit, so it's crucial to demonstrate your financial management skills. Be ready to discuss your experience with budgeting, forecasting, and achieving financial targets in previous roles.
✨Prepare for Technical Discussions
A strong understanding of IT infrastructure and support operations is essential. Brush up on your technical knowledge, especially regarding networking, servers, and cloud services, as you may be asked to discuss these topics in detail.
