Head of Managed Services

Head of Managed Services page is loaded Head of Managed Servicesremote type: In Officelocations: UK Ingram Remotetime type: Full timeposted on: Posted Todayjob requisition id: R-114748 It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Head of Managed Services Northwich / Milton Keynes / Remote (UK-based) 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. You must have: 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 We Are Ingram Micro Group Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Through Ingram Micro Xvantage(TM), our AI-powered digital platform, we offer what we believe to be the industry's first business-to- consumer-like experience. We also provide a broad range of technology services, including financing, specialized marketing, and lifecycle management, as well as technical pre- and post- sales professional support. Learn more at . Make an application to join the team! None of this is achievable without great people, with a complete customer focus.Our team is as much about our people as it is our customers and business partners. We want associates with a strong desire to succeed. We offer a competitive base, commission, market leading incentives programme and clear career development. You will receive full training on the products you will be specialising in, and you will have access to a world leading catalogue of technology-based learning. If this sounds like the opportunity for you then please apply by sending a copy of your most recent CV.It's no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro's contribution a reality: helping businesses grow,