Head of Managed Services

Job title: Head of Managed ServicesLocation: London, UK (Hybrid- 3 days/week; Wednesdays are must)Type: Full-time/PermanentRole OverviewWe are seeking an experienced Head of Managed Services to lead and scale a global managed IT and security services function across the UK and offshore locations. The role will own service delivery, operational performance, customer experience and commercial profitability, driving a consistent, scalable and commercially sustainable operating model.Key ResponsibilitiesLead global Service Desk, Field Engineering, NOC, SOC and internal IT support operations.Define and implement managed services strategy, operating models and service improvement initiatives.Own service performance, SLAs, operational risk, customer satisfaction and executive escalations.Drive profitability, margin improvement, cost optimisation, resource utilisation and capacity planning.Standardise service delivery, processes and governance across onshore and offshore teams.Lead automation, AI and tooling initiatives to improve productivity, service quality and scalability.Develop the managed services portfolio and collaborate with Sales, Account Management and Professional Services to support client retention and growth.Build high-performing teams, strengthen leadership capability and foster a culture of accountability and continuous improvement.Essential RequirementsSenior leadership experience within an MSP or IT services organisation operating a recurring-revenue model.Proven ..... full job details .....