Global Head of Managed Services in London

At ITRS, we make society's critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms.

We believe when our team thrives, so do our customers. With us, you'll find:

• A culture that backs you – We're proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.
• Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.
• Room to grow – Whether you're starting your career or bringing years of experience, we're committed to your development.

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner.

Scope of Role

As Global Head of Managed Services, you will be accountable for the performance and growth of our managed services offering. This offering spans across a portfolio of tier-one financial services clients, and you will also ensure day-to-day excellence.

You will lead a globally distributed team of technical specialists and be the face of the function, building trusted, lasting relationships with client stakeholders from operations leads to C-suite.

You will report directly to the COO and work closely with Product, Engineering, and Sales to ensure our clients are deriving maximum value from the platform. You will own the roadmap for how managed services evolves as our client base grows.

As Global Head of Managed Services, you will:

• Client Leadership & Relationships
  • Own the client relationship across your entire managed services portfolio, from onboarding to renewal and expansion.
  • Build deep, consultative partnerships with senior stakeholders at leading banks, asset managers and other regulated industries.
  • Be the trusted escalation point when it matters most. You don't hand things off, you see them through.
• Team & Operations
  • Lead and mentor a globally distributed managed services team across multiple time zones.
  • Define and improve the operating model, service level agreement frameworks, and delivery standards.
  • Foster a culture of technical excellence, accountability, and client obsession.
  • Report to the COO on performance metrics, client health, and strategic initiatives.
• Technical Delivery
  • Get into the weeds to understand what's running, what's failing, and what needs to change.
  • Oversee complex onboarding programmes and ensure technical configurations meet client requirements.
  • Live by the right metrics; when something moves in the wrong direction, you've already responded before the client has noticed.
  • Drive adoption of AI tooling across the managed services function to accelerate delivery, reduce manual toil, and surface insights faster for clients.
  • Be the Voice of the Field and collaborate directly with Engineering and Product on platform feedback loops driven by real client experience.
• Commercial & Strategic
  • Partner with the GTM team on expansion opportunities and renewals across the managed services client base.
  • Feedback client insights to the wider GTM teams.
  • Identify patterns across clients to shape service tier development and productized offerings.

Requirements

You will have:

• 10+ years experience in managed services, technical.