At a Glance
- Tasks: Lead and grow our managed services for top-tier financial clients while ensuring operational excellence.
- Company: Join ITRS, a trusted tech partner for the world's leading financial institutions.
- Benefits: Enjoy health insurance, flexible working, enhanced parental leave, and training reimbursement.
- Other info: Diverse and inclusive workplace committed to equality and employee authenticity.
- Why this job: Make a real impact in a supportive culture that values your growth and innovation.
- Qualifications: 10+ years in managed services with a strong technical background and client relationship skills.
The predicted salary is between 120000 - 150000 £ per year.
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.
Just ask our team members who've been excelling here for 10+ years.
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 responding 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
You will have
Essential
- 10+ years experience in managed services, technical account management, or customer success within a B2B Saa S or enterprise software environment
- Deep familiarity with financial services clients. You understand the regulatory environment, the operational pressures and the culture
- A technical background that gives you genuine credibility.
You can hold your own in architecture discussions, understand observability concepts, and speak the language of engineering teams
- Proficiency in applying AI tools to improve service delivery.
Using LLMs to refine client communications, AI-assisted monitoring or automation to scale operations without scaling headcount
- Experience leading and developing distributed, high-performing teams
- Stakeholder management skills, from hands-on technical contacts to C-suite sponsors
- Experience operating at a global scale, across multiple client accounts simultaneously
- Highly Desirable
- Hands-on experience with observability, monitoring, or APM tooling (e. g. Datadog, Dynatrace, Splunk, Elastic and Open Telemetry)
- Experience evaluating and implementing AI/ML-powered tooling in a client-facing delivery context. You know what works and what's hype.
- Health Insurance and Dental Health Cover for you and your dependants
- Employee Assistance Programme
- Pension
- Flexible Hybrid Working
- Enhanced Parental Leave
- Travel Insurance
- Life Assurance
- Income Protection
- Buy and Sell Holiday
- Training Reimbursement
ITRSis an Equal Opportunity employer and Inclusion is part of our everyday life.
We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally.
We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.
We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.
#J-18808-Ljbffr
Global Head of Managed Services employer: Itrs
ITRS is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for a Senior Java Engineer to thrive. With a strong emphasis on personal growth, employees are encouraged to develop their skills while contributing to impactful projects in the dynamic environment of London. The hybrid work model not only promotes work-life balance but also allows for meaningful collaboration with talented colleagues, ensuring a rewarding career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Managed Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Itrs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Itrs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Head of Managed Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Itrs:Your cover letter is your chance to shine! Tell us why you want to work at Itrs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Itrs!
How to prepare for a job interview at Itrs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
