Head of Managed Services

1 month ago

Burnley Lancashire, United Kingdom Holker IT Full time

Holker IT is a strategic IT solutions provider based in Burnley. Our goal is to improve our clients' businesses through expert advice, implementation, and ongoing support of IT systems and processes. We pride ourselves on delivering top-notch solutions and setting industry standards for client care. Our success is directly tied to the success of our clients.

Role Description

This is a full-time role as the Head of Managed Services at Holker IT. The role is for the department head responsible for the delivery of all Managed Services agreements with customers. The role requires an approach to maximising the value to our customers whilst delivering as cost effectively as possible.

To deliver this with high levels of customer satisfaction in a cost-effective manner requires a drive for excellent customer service, strong leadership skills, commercial awareness, and experience in aligning with the whole business’ objectives.

Responsibilities

Service Delivery Management

  • Manage service performance against SLAs and underpinning KPIs.
  • Surface key risks and issues early, building effective mitigation and stakeholder management.
  • Manage Major Incidents effectively internally and with customers including clear communication and follow up actions.
  • Lead, manage, hire and, train engineering and administrative staff.
  • Define supporting processes, procedures, and maintenance schedules for consistent performance.
  • Set-up and manage ITSM best practices and drive ongoing service maturity.

Commercial Management

  • Manage customer agreements to optimise profitability.
  • Work with the Finance Director to create processes for analysing the costs of service delivery on a per customer basis.
  • Create processes to identify sales opportunities and refer them to the wider business.
  • Report costs of delivering services and other qualitative feedback to product management and sales teams.

Create Cost-Effective Systems

  • Ensure operational processes are efficient and cost-effective.
  • Effectively manage costs whilst maintaining the overall customer experience.
  • Create capacity & license management processes in collaboration with our infrastructure team to control costs.

Partnership and communication

  • Collaborate with Professional Services Team to coordinate service commencement.
  • Contribute to wider Operations Leadership.
  • Engage with Product Management/Development team to provide a smooth introduction of new services.

Experience & Skills

A successful candidate will demonstrate a majority or all the below skills and experience.

  • Customer focussed – Experience of working in a customer facing decision making role.
  • Leadership - Strong leadership experience in an IT Service Delivery role to motivate and lead virtual teams and partners.
  • Experience in working within an SME focussed Managed Services Provider.
  • IT Service Management - ITSM process design and implementation experience.
  • Communication – Effective collaboration within a wider organisation and with the board and senior leadership team.
  • Budget/Costs/Revenue Ownership – Experience of decision making within the context of maximising profitability of the department.
  • Reporting - Good data analysis to identify problems and present service status to business leaders with appropriate insights.
  • Teamwork - Work well as part of a team, provide support to colleagues and demonstrate empathy across other IT functions and the business.
  • Experience of providing security, backup, hosting, connectivity, cloud, Microsoft 365, or support services into SME customers.

The role includes a competitive salary and benefits package.

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