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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 innovative IT solutions in South West London.
- Benefits: Enjoy competitive salary, private medical cover, gym allowance, and generous holiday.
- Why this job: Shape the future of IT services while mentoring a talented team in a collaborative culture.
- Qualifications: 10+ years in IT services with strong leadership and technical skills required.
- Other info: Opportunity for professional growth and involvement in community volunteering.
The predicted salary is between 48000 - 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.
Head of Managed & Support Services (Basé à Hounslow) employer: Golden Bees
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, showcasing your ability to drive service excellence and operational efficiency.
✨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 enhance customer satisfaction and operational performance.
✨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 led initiatives that resulted in improved team dynamics and service delivery.
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. Emphasise your achievements in developing service offerings and managing teams, as these are key aspects of the job.
Craft a Compelling Cover Letter: Write a cover letter that clearly outlines your vision for the managed services and support strategy. Mention specific examples from your past experience that demonstrate your ability to lead teams and drive operational excellence.
Highlight Technical Knowledge: In your application, showcase your understanding of IT infrastructure, service desk operations, and modern support tools. This will demonstrate your technical expertise, which is crucial for the role.
Showcase Leadership Skills: Provide examples of how you have successfully managed teams and fostered a high-performance culture. Highlight your communication and stakeholder-management skills, as these are essential for collaborating with various departments.
How to prepare for a job interview at Golden Bees
✨Understand the Role Thoroughly
Before your 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 how your experience fits into their vision.
✨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.
✨Demonstrate Financial Acumen
Since you'll be responsible for the P&L, it's crucial to highlight your experience with budgeting, forecasting, and financial reporting. Be ready to discuss how you've successfully managed costs and improved profitability in past positions.
✨Prepare for Strategic Discussions
Expect questions about market trends, customer needs, and emerging technologies. Prepare to discuss how you've identified these factors in the past and how they influenced your service offerings. This will demonstrate your strategic thinking and commercial acumen.
