Based Burnley – free parking and easily accessible
Our client is a leading managed service provider of ICT Solutions. Established for over a decade, they are hugely successful, expanding further, and cover a broad range of sectors from Education to large Corporates. They are now entering an exciting phase of growth and we are looking for a highly experienced Head of Managed Services to lead the service delivery. This is a key senior management role, so we are looking for an individual who is both strategic and ambitious, with excellent experience in delivering exceptional levels of service and can lead from the front.
Main Responsibilities
1. Ensuring all Managed Service offerings are conducted in line with or exceeding contractual commitments.
2. Undertaking a key senior management role, working collaboratively with the Directors and other senior departmental leads.
3. Management of information and knowledge bases used in the delivery of services.
4. Driving customer retention levels and relationship management.
5. Maximising the financial performance of the department by ensuring billable tickets are raised before working on them.
6. Providing direct line management for the Technical Lead for Managed Services and some indirect line management to all members of the department.
7. Strategic decision-making within the department.
8. Recruitment for the Managed Services team.
9. Development and training of personnel through annual appraisals and performance reviews.
10. Resource management within the department.
11. Communication and management of customers with managed services.
12. Ensuring the department is run in line with the company’s values, ethics, and culture.
13. Implementing and iterating processes and procedures within the department.
14. Identification of sales opportunities during interactions with customers.
15. Continual improvement of all elements of the department’s operations.
16. Delivery of departmental objectives set out by the board.
17. Reporting departmental performance to the board.
18. Ensuring smooth delivery of newly introduced service offerings.
Skills and Experience
1. Strong experience within IT service delivery from a Managed Services background is essential.
2. Possess sufficient IT knowledge to enable effective service delivery.
3. Strategic thinker, able to drive growth and service delivery standards.
4. An excellent leader and communicator, experienced in working collaboratively with Directors and other senior stakeholders.
5. Commercially aware and able to identify opportunities for development.
6. Have a passion for client services and delivering an exceptional customer journey.
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