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- 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, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer satisfaction and driving business success.
- Qualifications: 5+ years in software support with leadership experience; strong communication skills required.
- Other info: Be part of a collaborative team with global reach and exciting challenges.
The predicted salary is between 48000 - 72000 £ per year.
As the Head of Maintenance & Managed Services (MMS), you will be at the forefront of our customer support strategy. You will 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 will 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.
- 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.
- 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 SLAs 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 SLAs 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).
- 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 in London employer: TransMedia Dynamics
Contact Detail:
TransMedia Dynamics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Managed Services in London
✨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 about reaching 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 what they do.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms to get comfortable with common questions. Focus on showcasing your leadership experience and how you’ve driven customer satisfaction in previous roles.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of Managed Services in London
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 your leadership shine through.
Highlight Technical Skills: Don’t forget to mention your technical expertise, especially in SaaS and ITIL practices. We’re looking for someone who understands complex products, so be sure to include any relevant tools or systems you’ve worked with, like JIRA or Zendesk.
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 team at StudySmarter!
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. Familiarise yourself with key market trends and the specific technologies mentioned in the job description, like ITIL processes and ticket management systems. This will show that you're not just a fit for the role but also genuinely interested in the industry.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or managed customer support strategies. Highlight how you’ve driven performance and improved customer satisfaction. This is crucial as the role requires strong leadership to guide the Managed Services team effectively.
✨Be Ready for Scenario Questions
Expect to be asked about how you would handle specific situations, such as managing escalations or transforming opportunities into new business. Think through potential scenarios in advance and prepare structured responses that demonstrate your problem-solving skills and strategic thinking.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company's current challenges in Managed Services or their vision for customer support. This not only shows your interest in the role but also gives you a chance to assess if the company aligns with your career goals.
