Head of Managed Services

Head of Managed Services

Location: Northwich - Hybrid with occasional travel to Milton Keynes

Permanent Senior Leadership Role

About the Job

We are recruiting a Head of Managed Services to lead and evolve a critical, high impact managed services function. This is a leadership role with full accountability for service delivery, service desk operations, engineering teams, and ITIL-led service management across a 24 7 UK and nearshore model (UK & Sofia). You'll be responsible for ensuring our managed services portfolio is scalable, resilient, commercially sound, and delivering an outstanding customer experience. This role is ideal for someone with a strong MSP background who has grown and led service desk and managed services environments at scale.

Core Responsibilities

• Own and deliver the managed services strategy, ensuring the portfolio is scalable, commercially sound, and aligned to wider business objectives.
• Lead and develop service desk, service delivery, and engineering leadership teams, fostering a high performance, customer centric culture across all service functions.
• Hold full accountability for 24 7 managed service operations across UK and near shore teams, ensuring resilience, coverage, efficiency, and customer satisfaction.
• Ensure consistent, high-quality service delivery against agreed SLAs, OLAs, and KPIs, acting as the senior escalation point for key customers and major incidents.
• Own and mature ITIL based service management processes, embedding governance, best practice, automation, and continuous improvement across the service lifecycle.
• Drive operational excellence and cost control, including budgeting, workforce planning, capacity management, and service performance reporting.
• Oversee major incidents and service improvement initiatives, including root cause analysis, post-incident reviews, and long term service enhancements.

Requirements

• Proven experience in a senior managed services / service operations leadership role
• Extensive background in managed services and service desk environments (MSP experience highly desirable)
• Experience leading service delivery, engineering, and operational teams within 24 7 service operations and distributed environments
• Knowledge of ITIL frameworks (ITIL certification preferred)
• Confident stakeholder and client-facing leadership style
• Experience using service management platforms (e.g. ServiceNow, Jira Service Management)
• Strong commercial awareness within managed services environments

What we offer

• AXA Health Insurance and Dental Plan Options - available for you and your family through a salary sacrifice scheme
• Rising holiday allowance at Year 2 and Year 5
• Birthday day off
• Employee Referral Bonus - help us grow our team and get rewarded for introducing great talent.
• Employee discounts and wellness perks
• Modern offices with breakout spaces, free tea and coffee, and a private wellness room
• Development opportunities with clear career progression and training