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- Tasks: Lead a team to deliver top-notch managed services and support strategies.
- Company: Join a dynamic company focused on innovative IT solutions in Portsmouth.
- 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 to work closely with the Board and drive impactful business decisions.
The predicted salary is between 43200 - 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 (Portsmouth) employer: JR United Kingdom
Contact Detail:
JR United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Managed & Support Services (Portsmouth)
✨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 gain insights into the latest trends and challenges in the field.
✨Tip Number 2
Familiarise yourself with the specific technologies and tools mentioned in the job description, such as cloud services and service desk operations. This will not only boost your confidence but also demonstrate your commitment to understanding the role's requirements.
✨Tip Number 3
Prepare to discuss your previous experiences in managing teams and driving service excellence. Think of specific examples where you successfully led a team to achieve financial targets or improved operational processes, as these will be crucial in showcasing your fit for the role.
✨Tip Number 4
Research StudySmarter’s current service offerings and any recent developments in the company. Being knowledgeable about our business will allow you to tailor your discussions and show how you can contribute to our growth ambitions effectively.
We think you need these skills to ace Head of Managed & Support Services (Portsmouth)
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 crucial for the Head of Managed & Support Services position.
Craft a Compelling Cover Letter: Write a cover letter that clearly outlines your vision for the managed services strategy. Discuss how your experience aligns with the company's goals and how you can contribute to their growth ambitions.
Highlight Technical Knowledge: In your application, showcase your understanding of IT infrastructure, service desk operations, and modern support tools. Mention any relevant certifications or partner programs you are familiar with, as this will strengthen your application.
Showcase Leadership Skills: Provide examples of your leadership style and how you've successfully managed teams in the past. Highlight your experience in mentoring staff and driving a high-performance culture, as these are key aspects of the role.
How to prepare for a job interview at JR United Kingdom
✨Understand the Role Thoroughly
Before the 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 your vision for the role.
✨Showcase Your Leadership Experience
As this is a senior leadership position, be prepared to discuss your previous experience managing teams. Highlight specific examples where you successfully led a team to achieve operational excellence or improved service delivery.
✨Demonstrate Strategic Thinking
Prepare to discuss how you would identify market trends and customer needs to inform the service roadmap. Think about how you can contribute to the company's competitive positioning and growth ambitions.
✨Prepare Questions for the Interviewers
Have insightful questions ready for the interviewers that demonstrate your interest in the company and the role. Ask about their current challenges in managed services or how they envision the future of their service offerings.
