At a Glance
- Tasks: Lead customer support strategy and ensure top-notch 24/7 service for clients.
- Company: Join a dynamic tech company focused on innovative Managed Services.
- Benefits: Competitive salary, travel opportunities, and a chance to shape customer experiences.
- Other info: Be part of a senior leadership team with excellent career growth potential.
- Why this job: Make a real impact in customer satisfaction and drive business success.
- Qualifications: 5+ years in software support with leadership experience required.
The predicted salary is between 48000 - 72000 £ per year.
As the Head of Maintenance & Managed Services (MMS), you’ll be at the forefront of our customer support strategy. You’ll define, plan, and direct services to ensure our customers receive high quality 24/7/365 support, Managed Services offerings, and SaaS operational support. Your leadership will provide value-add operational assistance, to drive further customer satisfaction and retention across Incognito’s global customer base.
Your role will involve dynamic collaboration with existing customers, expertly managing escalations, and transforming opportunities into new business to maximize the commercial value of each maintenance contract. You’ll lead your team by example, driving accurate forecasting to hit your defined targets and ensure ongoing success in existing accounts. You will proactively manage your team and related processes with curiosity – reviewing what works and how it can be improved to give our business a competitive edge.
The Head of MMS will have revenue responsibility to ensure the annual renewal plan is met. As a member of the Senior Leadership Team, your role will be crucial to drive our business success and build ongoing confidence in our company products.
Requirements
- Bachelors’ or Masters’ degree in computer science, information systems, broadcast engineering or a related field.
- Proven experience in a Broadcast, Entertainment Media, IT, Telecommunications or a SaaS company, with a strong understanding of key market trends shaping our customers’ requirements.
- Min. 5 years working within a software support environment, with previous leadership experience.
- Demonstrable evidence of leading the customer support strategy of a business, with a history of overachieving targets.
- Strong understanding of (and familiarity with supporting) complex products.
- Familiarity with best practice agile and standards-compliant support processes (for example ITIL).
- Familiarity with using ticket management systems such as JIRA, YouTrack or Zendesk.
- Understanding and experience with SOC 2 Type 2 approvals.
- Experience running and maintaining .NET applications and executing SQL queries.
- Experience with storage, disk, and tape libraries, SAN environments and experience with cloud functionality.
- Previous technical experience including knowledge of Oracle database administration and Grafana is a plus.
- Experience supporting SaaS offerings is a plus.
Interpersonal skills
- Excellent communication skills; oral and written communications to technical, business and executive audiences both internally and externally.
- Strong facilitation skills, with an ability to collaborate and drive progress with individuals and teams across the business.
- Comfortable working with, learning about, and understanding complex business solutions.
- Must be able to work with minimal supervision and be self-organized and self-motivated.
Role and Responsibilities
- Managed Services/SaaS operations: Develop an auditable streamlined agile and standards-compliant Managed Services process (with reasonable in-region/language presence for agreed regions) to meet SLA’s and achieve a sustainably improving customer satisfaction survey result (e.g. NPI); Own end-to-end contract renewals, including renewal strategy, commercial negotiations, and execution, leveraging support performance, SLAs, and customer insights to secure successful outcomes.
- Recruit, develop, and retain a top-tier, high-intensity Managed Services team with strong technical, commercial, and project management skills.
- Calibrate Managed Services investment (staff, travel/living, tools) to sustain internal metrics; Provide sales and marketing support (for managed service offerings, pricing, and articulating the Managed Services value proposition); Provide quarterly analysis of ongoing Managed Services performance (customer SLA, attrition risk analysis, attrition metrics, ticket trends, NPI etc).
- Support: Elevate the Customer Support team to excel in technical, commercial, and project management expertise. Develop productive and trusting peer relationships within customer organisations; Develop an auditable streamlined agile and standards-compliant support process (based on ITIL) and team (with reasonable follow-the-sun time zone coverage and language support) to meet SLA’s and achieve a sustainably improving customer satisfaction survey results (e.g. NPS); Calibrate support investment (staff, travel/living, tools) to sustain internal metrics; Provide monthly and quarterly analysis of ongoing Support performance (customer SLA, attrition risk analysis, attrition metrics, ticket trends, NPI etc).
Eligibility Requirements
- Candidate must be eligible to work in their country of residence.
- Travel expectation is 10-20%. Must be able to travel globally without restrictions.
Head of Managed Services employer: TransMedia Dynamics
At Incognito, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As the Head of Managed Services, you will lead a talented team in a supportive environment that prioritises employee growth and development, while also enjoying the unique advantage of working within a global customer base. Our commitment to high-quality service and operational excellence ensures that you will play a pivotal role in driving customer satisfaction and business success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Managed Services
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially in Managed Services and SaaS. This will help you tailor your answers and show that you’re genuinely interested in the role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. Focus on articulating your experience in customer support strategy and leadership, as these are key for the Head of MMS role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Head of Managed Services
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Managed Services and customer support. We want to see how your skills align with our needs, so don’t hold back on showcasing your relevant achievements!
Showcase Leadership Experience:As the Head of MMS, leadership is key! Share specific examples of how you've led teams or projects in the past. We love to see how you’ve driven success and improved processes, so let us know about your wins!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re a great fit for the role!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at TransMedia Dynamics
✨Know Your Stuff
Make sure you brush up on your knowledge of Managed Services and SaaS operations. Understand the key market trends and how they impact customer requirements. Be ready to discuss your previous experiences in leading customer support strategies and how you've overachieved targets.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've successfully managed teams in a fast-paced environment. Think about times when you’ve driven team performance or improved processes, and be ready to share these stories during the interview.
✨Demonstrate Your Problem-Solving Abilities
Be prepared to discuss specific challenges you've faced in previous roles, especially regarding escalations or customer satisfaction issues. Show how you transformed these challenges into opportunities for growth and improvement, which is crucial for this role.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's current Managed Services processes and future goals. This shows your genuine interest in the role and helps you understand how you can contribute to their success. Plus, it gives you a chance to assess if the company aligns with your values and career aspirations.
