Director of Managed Services

Converge Technology Solutions: A Commitment to Inclusivity, Innovation, and Sustainability As part of a global technology business, Converge Technology Solutions, the trading names of Stone Technologies Limited based in Staffordshire, UK, designing industry specific IT solutions for each and every client. An IT reseller and IT manufacturer as well as having an award-winning IT recycling facility. Standing out as an innovative, highly accredited market leader with exceptional employee engagement. Our core values are clear, with sustainability at the heart of our activities. Inclusivity and Support: We believe that everyone is welcome and will always be supported in their career with us. We encourage our people to bring their authentic selves to work, ensuring that everyone has an equal opportunity to reach their full potential. Our Disability Confident Employer, Care Leaver Covenant and Foster Friendly accreditations are a testament to our commitment to these principles. Nurturing Diversity: Our support for employees and embrace of diversity go beyond policies and procedures. We provide an environment that nurtures inclusivity and engagement. From comprehensive training programs and a wide variety of apprenticeships to opportunities for community support with up to three days a year to volunteer, we create a space where employees can thrive. Sustainable Practices: Built around sustainable business methods and a true dedication to delivering the best possible service to our customers, we believe in our people to always work with integrity and continually innovate. We understand that taking inclusion and diversity seriously is imperative to living up to our values. Location: Converge HQ, Acton Gate, Stafford, HybridDepartment: Managed Services and SupportHours: Full Time - Monday - FridayReports to: Vice President, Technology & Services – UK Join a Purpose-Led Technology Company Driving Sustainability Converge UK is on a mission to deliver sustainable, innovative IT solutions—and we’re growing. We’re looking for an experienced and strategic Director of Managed Servicesto lead our Managed Services and Support function. If you’re passionate about delivering exceptional customer outcomes, building high-performing teams, and shaping scalable service structures, this could be the perfect role for you. What You’ll Do As a key member of the Technology & Services leadership team, you will provide strategic direction and operational leadership across our Managed Services division—including Service Desk, Warranty/Break-Fix, Service Transition, and day-to-day service operations. Your work will be central to ensuring outstanding customer satisfaction, enabling seamless onboarding of new services, improving stability of live services, and driving innovation across the managed services lifecycle. Core Responsibilities Deliver an exceptional customer service experience for internal and external stakeholders. Oversee daily operational activity across Managed Services ensuring compliance, efficiency, and quality. Maintain accurate reporting, governance and data-led performance oversight. Champion best practice, policies, health & safety and compliance processes. Drive continuous improvement and innovation across people, processes, and systems. Role-Specific Responsibilities Strategic Leadership Define and deliver the Managed Services strategy, aligning service operations with organisational and customer objectives. Act as a trusted advisor to Senior Leadership on performance, capability, and resource planning. Deputise for the Vice President Technology & Services when required. Produce weekly and monthly reporting packs for performance, SLT updates, and operational governance. Service Desk Management Oversee day-to-day Service Desk and Warranty/Break-Fix operations ensuring SLA compliance and a market-leading customer experience. Implement and maintain ITIL-aligned practices across incident, request, change and problem management. Lead automation, self-service and knowledge-management initiatives to improve customer experience and efficiency. Service Transition Support planning and execution of onboarding new services into BAU. Ensure people, process and technical readiness for new or changed services. Manage risks, dependencies, and configuration/change requirements throughout transitions. Service Operations Ensure stability and reliability of live services with proactive monitoring and incident management. Act as senior escalation manager for major incidents, coordinating resolution and leading post-incident reviews. Enhance operational reporting and insight across all Managed Services teams. Analyse performance data to identify optimisation opportunities across Service Desk and Warranty functions. Champion automation, AI-driven support, and process enhancements. Lead, mentor, and develop managers and teams across Managed Services. Foster a culture of accountability, collaboration, and customer focus. Recruit and develop talent to build a high-performing team with strong career progression opportunities. Manage departmental budget, forecasting, and cost optimisation (£750K). Increase monthly recurring revenue (MRR) and drive annuity growth. Oversee vendor and supplier relationships—ensuring value for money and compliance with contracts. Why Join Us? At Converge UK, you’re not just doing a job—you’re contributing to a company with purpose Our Values Empowering Our People – We invest in your growth and success. Sustainability & Community at Heart – Your work drives meaningful environmental and social impact. Customer-Centric Excellence – You’ll help deliver solutions that make our clients faster, better, and more efficient. Partnerships Built on Trust – Work collaboratively across high-performing teams. What We Offer A senior leadership role with wide influence across the organisation. Opportunities to shape the direction, structure and performance of our Managed Services and Support function. Training and development to support leadership capability and professional growth. A supportive team culture focused on innovation, safety, collaboration, and continuous improvement. Wellbeing support through our Help at Hand employee app and optional health cash plan. Holiday buy scheme—purchase up to 5 days of annual leave (T&Cs apply). Ready to Apply? If you’re an inspiring leader with a passion for service excellence, team performance, and customer success—and you’re eager to shape the future of sustainable technology services we’d love to hear from you. Apply today and grow your career with Converge UK. We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversity, and inclusion policy that support this approach. To discuss any reasonable adjustment or request a paper based application form as an alternative, please contact People Operations on 08448 22 11 22 #J-18808-Ljbffr