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- Tasks: Lead and innovate in Managed Services, driving client satisfaction and operational excellence.
- Company: Join Ingentive, a top Microsoft partner and award-winning workplace.
- Benefits: Enjoy bonuses, private medical cover, and hybrid working options.
- Why this job: Make a real impact in AI-led transformations and grow your leadership skills.
- Qualifications: 8+ years in Managed Services with strong Dynamics 365 knowledge.
- Other info: Be part of a diverse team committed to continuous improvement and innovation.
The predicted salary is between 72000 - 108000 £ per year.
At Ingentive, we are a Microsoft Elite Partner recognised as one of the Great Places to Work, and proud to hold all seven Microsoft solution designations. As a member of the Microsoft Inner Circle, we rank in the top 1% of partners globally, and were recently named Microsoft’s #2 enterprise partner for driving advanced agentic AI transformations.
We specialise in transforming business systems through AI-led application development and process optimisation, with a strong focus on both Power Platform and the Dynamics 365 stack for CRM and ERP. Our mission is to help organisations unlock value by combining intelligent agents, natural language interfaces, and low-code platforms to build scalable, governed solutions that solve real business challenges.
Award-winning and innovation-driven, we are at the forefront of the shift from traditional low-code to intelligent business applications empowering fusion teams to deliver faster, smarter, and more impactful outcomes.
The Head of Managed Services is responsible for the overall strategy, delivery, and commercial performance of Ingentive’s Managed Services function. This is a leadership role combining service ownership, client engagement, operational excellence, and team development. You will lead both onshore and offshore teams, own service quality and client satisfaction, and work closely with Sales and Consulting to grow Managed Services revenue. You will define the Managed Services operating model, embed ITIL-aligned processes, oversee Dynamics 365 support delivery, and ensure services are scalable, efficient, and commercially successful.
Key Requirements
- Strong hands-on knowledge of Microsoft Dynamics 365, including experience supporting live production environments.
- Solid working knowledge of ITIL, with practical experience running ITIL-aligned service operations (Incident, Request, Change, Problem, Continual Improvement).
- Proven project management capability, including client onboarding, service transitions, and operational improvement initiatives.
- Demonstrable experience leading onshore and offshore delivery teams.
Essential Expertise
- 8+ years’ experience in Managed Services, Service Delivery, or IT Operations leadership roles.
- Proven track record of building, scaling, and leading Managed Services teams.
- Strong experience operating ITSM platforms and service governance frameworks.
- Demonstrable ownership of service performance, client retention, and commercial outcomes.
- Experience managing senior client relationships, escalations, and renewals.
- Deep working knowledge of Dynamics 365 within Managed Services environments.
- Experience across the Microsoft ecosystem (Dynamics 365, Power Platform, Azure, Microsoft 365).
- Demonstrable experience delivering projects end-to-end, including planning, stakeholder management, risk, and delivery tracking.
Responsibilities:
- Managed Services Strategy and Growth
- Define and own Ingentive’s Managed Services strategy, roadmap, and operating model.
- Develop scalable service offerings aligned to client needs and Microsoft capabilities.
- Partner with Sales and Consulting to support pipeline, onboarding, and service expansion.
- Identify and drive opportunities for growth within existing client accounts.
- Client Engagement
- Act as sponsor for key Managed Services clients.
- Own senior client relationships and service reviews.
- Serve as the final escalation point for critical service issues.
- Ensure consistently high levels of client satisfaction and retention.
- Service Delivery and ITIL Ownership
- Own the Managed Services delivery framework, ensuring strong ITIL alignment across Incident, Request, Change, Problem, and Continual Improvement.
- Provide strategic oversight of the ITSM platform and service tooling.
- Establish clear SLAs, KPIs, reporting, and governance structures.
- Drive continual service improvement through optimisation and automation.
- Commercial & Contract Management
- Own Managed Services financial performance including renewals, forecasting, and margin optimisation.
- Lead contract renewals in partnership with Sales.
- Maintain visibility of renewal pipelines, risks, and opportunities.
- Team Leadership
- Lead a multi-disciplinary Managed Services organisation across onshore and offshore teams.
- Ensure consistent service quality and ways of working across locations.
- Manage capacity, utilisation, performance, and skills development.
- Create a culture of accountability, collaboration, and continuous improvement.
- Project Management and Operation Change
- Lead client onboarding and service transitions using structured project management approaches.
- Deliver operational improvement initiatives with clear ownership, timelines, and outcomes.
- Coordinate across Sales, Consulting, Engineering, and Operations to deliver change effectively.
Success Measures
- Service performance (SLA and KPIs)
- Client satisfaction and retention
- Commercial performance (renewals and revenue)
- Operation maturity and scalability
- Team engagement and capability development
Teammates’ benefits:
- Bonus Schemes
- Life Assurance
- Private medical cover
- Group income protection
- Great Company Pension
- Enhanced Sick Pay
- Enhanced Family Leave Pay
- Volunteering Leave
- Recognition and loyalty award scheme
- 24/7 access to EAP including Wisdom AI app
- Bright Exchange marketplace
- Hybrid working from our Central London Office
Successful applicants must have the right to work in the UK and a basic DBS check is required for this position. Ingentive are committed to equality of opportunity, diversity and inclusion. We welcome applications from all suitably qualified candidates. As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.
Head of Managed Services in City of London employer: Ingentive
Contact Detail:
Ingentive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Managed Services in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Ingentive or similar companies. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by diving deep into Dynamics 365 and ITIL processes. Show us you know your stuff and can talk about how you've led teams and improved service delivery in past roles.
✨Tip Number 3
Don’t just wait for the job to come to you! Apply through our website and make sure to follow up. A little persistence can go a long way in showing your enthusiasm for the position.
✨Tip Number 4
Be ready to discuss your vision for Managed Services. We want to hear how you plan to drive growth and client satisfaction. Bring your ideas to the table and let’s see how they align with our mission!
We think you need these skills to ace Head of Managed Services in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Microsoft Dynamics 365 and ITIL. We want to see how your skills align with our Managed Services strategy, so don’t hold back on showcasing relevant achievements!
Showcase Leadership Experience: As the Head of Managed Services, we’re looking for someone who can lead teams effectively. Share examples of how you’ve managed onshore and offshore teams, and any successful projects you’ve overseen. This will help us see your potential fit for the role.
Highlight Client Engagement Skills: Client satisfaction is key for us at Ingentive. Make sure to include any experiences where you’ve built strong client relationships or resolved critical service issues. This will demonstrate your ability to maintain high levels of client retention.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at Ingentive
✨Know Your Dynamics 365 Inside Out
Make sure you brush up on your knowledge of Microsoft Dynamics 365. Be prepared to discuss your hands-on experience with live production environments and how you've tackled challenges in the past. This will show that you’re not just familiar with the platform, but that you can leverage it effectively in a Managed Services role.
✨Master ITIL Principles
Since this role requires solid working knowledge of ITIL, ensure you understand its core principles and how they apply to service operations. Be ready to share examples of how you've implemented ITIL-aligned processes in previous roles, particularly in incident management and continual improvement.
✨Showcase Your Leadership Skills
As a Head of Managed Services, you'll need to lead both onshore and offshore teams. Prepare to discuss your leadership style and provide examples of how you've successfully managed diverse teams. Highlight any experiences where you’ve improved team performance or client satisfaction.
✨Prepare for Client Engagement Scenarios
Client relationships are key in this role, so think about how you would handle various client scenarios. Be ready to discuss how you've managed escalations and ensured high levels of client satisfaction in the past. This will demonstrate your ability to maintain strong client relationships and drive service quality.
