Job Description
Building and running our digital operations business
Our Head of Managed Services will be responsible for building an exceptional operation to manage the transition to live - and ongoing running - of our clients' services, applications, data, infrastructure and cloud estates.
We believe that Managed Services, done effectively, can significantly enhance citizen and user experiences, bolster the resilience of public services, and continually improve the applications that deliver essential capabilities to our society.
The successful candidate will join the existing practice to help us to grow, develop and support the sale of a set of differentiated offerings covering the end-to-end design, transition and support for a wide range of IT services, platforms and products. They will develop a team of engineering, cloud, data, user-centred and managed service professionals, engage with our clients on their business priorities and challenges, and guide and monitor client engagements across Made Tech.
This role reports directly to the Chief Delivery & Transformation Officer.
Key responsibilities
Our Head of Managed Services is a member of Made Tech's leadership team with the responsibility and autonomy to define strategic plans that accelerate the growth of both the practice and wider business.
You will be responsible for the revenue, margin and utilisation of the practice, collaborating with the other practice, industry and delivery heads to drive excellent services for our Public Sector clients.
The right person for this role will do this by combining their experience of IT service management, passion for simplification and legacy modernisation, and their established industry network with Made Tech's unparalleled experience of delivering digital services and digital transformation for the public sector.
Your role at Made Tech
1. Grow the Managed Services practice at Made Tech; alongside our industry leadership teams, develop trusted relationships with our clients to identify specific growth opportunities and proactively take new ideas to our clients to help them solve their biggest problems.
2. Develop the Managed Services propositions; establish Made Tech as an innovator and thought leader in the space, sharing our differentiated approach to improve services across the public sector.
3. Lead the Managed Services practice; hire, develop, motivate and coach a team that understands the user/client needs as well as the technology we are supporting across the public sector.
4. Deliver a profitable Managed Services business; balance complex client needs with highly performing, suitably leveraged and cost effective teams.
5. Shape our service offering; define and deploy the operational processes and approaches that underpin our migration, modernisation, improvement (cost and experience) and managed service activities.
6. Provide subject matter expertise; lead the migration and operations offerings on our existing client accounts, guiding the account teams to building strategic plans that deliver on our goals.
7. Be a trusted advisor; build strategic relationships with C-Level stakeholders across our public sector client base and the wider industry.
8. Be the point of escalation; support the team for service impacting issues/ incidents, conduct major service reviews with key clients and liaise with high profile stakeholders.
9. Help develop our integrated client proposition; align the Managed Services strategy and offerings to our Transformation, Security, Engineering and Cloud offerings to ensure a comprehensive service to our clients.
Skills, knowledge and expertise
The following skills will be assessed during the application process.
Client advisory
1. Understanding of the issues and challenges that the public sector faces in supporting and transforming legacy applications, as well as minimising the risk of future legacy technology.
2. Experience building trusted advisor relationships with senior client stakeholders within the public sector.
Practice vision
1. Strategic vision; ability to align services with evolving societal requirements and public sector objectives.
2. User-centric approach; strong commitment to designing and improving services based on user needs and experiences.
3. Continuous improvement and innovation; proficiency in engaging with stakeholders, including end-users and public sector teams, to identify and implement improvements and incorporate new technology to enhance service performance, user satisfaction and accessibility.
4. Data-driven decision making; utilise data analytics to inform strategic decisions, identify opportunities for change and optimise service delivery.
Practice growth
1. Experience developing targeted propositions and go-to-market plans based on client needs and ability to contract/ buy for managed service offerings and propositions.
2. Experience of working with sales professionals and commercial responsibility for strategic organisational goals.
3. Experience in running migration and support services for platforms, user-facing digital and data services, cyber security operations.
4. Experience of support capabilities including fully outsourced and outcome based, embedded capabilities, service design, transition and support product implementation/ integration.
People and partnerships
1. Experience of building and managing high performing service management teams and creating the operating model to provide a cost-effective client-facing experience.
2. Experience of owning a cost-centre and of working with commercial functions to grow a profitable practice.
3. Experience of managing partnerships and suppliers to provide a consolidated and seamless managed service offering to clients of varying levels of service maturity.
4. Understanding of the support and operations tooling landscape, experience of cross organisation integrations and the development of automated monitoring and alerting frameworks.
At this point, we hope you're feeling excited about Made Tech and the job opportunity. Even if you don't feel that you meet every single requirement, we still encourage you to apply. Get in touch with our talent team if you'd like an informal chat about the role and your suitability before applying. We are hiring for this role directly, so will not respond to any CVs sent via external recruitment agencies.
Support in applying
If you need this job description in another format, or other support in applying, please email.
We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We're collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.
When you apply, we'll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application.
Job benefits
We're committed to building a happy, inclusive and diverse workforce. You can get a sense of what it's like working here from our blog, where we talk about mental health, communities of practice and neurodiversity.
Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you'd like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.
Benefits
We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We're also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.
* 30 days Holiday - we offer 30 days of paid annual leave
* Flexible Working Hours - we are flexible with what hours you work
* Flexible Parental Leave - we offer flexible parental leave options
* Remote Working - we offer part time remote working for all our staff
* Paid counselling - we offer paid counselling as well as financial and legal advice
Location: Any UK Office Hub (Bristol / London / Manchester / Swansea)
Department: Delivery & Practices > Managed Service Practice
Employment Type: Permanent
Workplace Type: Hybrid
Compensation: £100,000 - £141,750 / year
Apply now
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How we hire
Our hiring process is designed to be thorough, transparent, and supportive, guiding candidates through each step. The exact process may vary slightly depending on the role but these are the typical steps candidates can expect.
We'll keep you updated throughout the process and provide helpful feedback at each stage. No matter the outcome, we make sure the feedback is useful and supportive, so you feel informed and can learn from the experience.
Our talent team will review all applications, and while we may use AI to help speed up the process, a real human will always make the final decisions. Once reviewed, shortlisted applicants will be invited to a screening.
This is a 25-30 minute call with someone in our talent team who is hiring for the role.
Once screenings have taken place the hiring manager will review the shortlist and invites to interview will be sent.
You may then be invited to an initial virtual interview which is usually with the hiring manager or a couple of members from the team. This is usually around 45 - 60 minutes and the format may vary depending on the role.
If you progress, you'll be invited to a final stage interview which is usually with two members of the team. The format varies depending on the role and this is usually an hour.
Final conversation with one of our exec members.
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