Director of Managed Services in Stafford

Converge Technology Solutions UK provided pay range

This range is provided by Converge Technology Solutions UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Converge Technology Solutions UK

Department: Managed Services and Support

Hours: Full Time – Monday – Friday

Reports to: Vice President, Technology & Services – UK

Join a Purpose-Led Technology Company Driving Sustainability

Converge UK is on a mission to deliver sustainable, innovative IT solutions—and we’re growing. We’re looking for an experienced and strategic Director of Managed Services to lead our Managed Services and Support function. If you’re passionate about delivering exceptional customer outcomes, building high-performing teams, and shaping scalable service structures, this could be the perfect role for you.

What You’ll Do

As a key member of the Technology & Services leadership team, you will provide strategic direction and operational leadership across our Managed Services division—including Service Desk, Warranty/Break‑Fix, Service Transition, and day‑to‑day service operations.

Your work will be central to ensuring outstanding customer satisfaction, enabling seamless onboarding of new services, improving stability of live services, and driving innovation across the managed services lifecycle.

Core Responsibilities

• Deliver an exceptional customer service experience for internal and external stakeholders.
• Oversee daily operational activity across Managed Services ensuring compliance, efficiency, and quality.
• Maintain accurate reporting, governance and data‑led performance oversight.
• Champion best practice, policies, health & safety and compliance processes.
• Drive continuous improvement and innovation across people, processes, and systems.

Role‑Specific Responsibilities

Strategic Leadership

• Define and deliver the Managed Services strategy, aligning service operations with organisational and customer objectives.
• Act as a trusted advisor to Senior Leadership on performance, capability, and resource planning.
• Deputise for the Vice President Technology & Services when required.
• Produce weekly and monthly reporting packs for performance, SLT updates, and operational governance.

Service Desk Management

• Oversee day‑to‑day Service Desk and Warranty/Break‑Fix operations ensuring SLA compliance and a market‑leading customer experience.
• Implement and maintain ITIL‑aligned practices across incident, request, change and problem management.
• Lead automation, self‑service and knowledge‑management initiatives to improve customer experience and efficiency.

Service Transition

• Support planning and execution of onboarding new services into BAU.
• Ensure people, process and technical readiness for new or changed services.
• Manage risks, dependencies, and configuration/change requirements throughout transitions.

Service Operations

• Ensure stability and reliability of live services with proactive monitoring and incident management.
• Act as senior escalation manager for major incidents, coordinating resolution and leading post‑incident reviews.
• Enhance operational reporting and insight across all Managed Services teams.
• Analyse performance data to identify optimisation opportunities across Service Desk and Warranty functions.
• Champion automation, AI‑driven support, and process enhancements.
• Lead, mentor, and develop managers and teams across Managed Services.
• Foster a culture of accountability, collaboration, and customer focus.
• Recruit and develop talent to build a high‑performing team with strong career progression opportunities.
• Manage departmental budget, forecasting, and cost optimisation (£750K).
• Increase monthly recurring revenue (MRR) and drive annuity growth.
• Oversee vendor and supplier relationships—ensuring value for money and compliance with contracts.

Why Join Us?

At Converge UK, you’re not just doing a job—you’re contributing to a company with purpose

Our Values

• Empowering Our People – We invest in your growth and success.
• Sustainability & Community at Heart – Your work drives meaningful environmental and social impact.
• Customer‑Centric Excellence – You’ll help deliver solutions that make our clients faster, better, and more efficient.
• Partnerships Built on Trust – Work collaboratively across high‑performing teams.

What We Offer

• A senior leadership role with wide influence across the organisation.
• Opportunities to shape the direction, structure and performance of our Managed Services and Support function.
• Training and development to support leadership capability and professional growth.
• A supportive team culture focused on innovation, safety, collaboration, and continuous improvement.
• Private medical health
• Income protection cover
• Wellbeing support through our Help at Hand employee app.
• Holiday buy scheme—purchase up to 5 days of annual leave (T&Cs apply).

Ready to Apply?

If you’re an inspiring leader with a passion for service excellence, team performance, and customer success—and you’re eager to shape the future of sustainable technology services—we’d love to hear from you.

Apply today and grow your career with Converge UK.