Head of Managed Services

Hybrid in London·Full-time·Added 26 days ago (last checked 11 Nov)

Agency

Harvey Nash

55 open roles

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Our summary

Salary: Up to £100,000 a year
About £5,710 a month after tax.
Work mode: Hybrid, London
Contract: Permanent, full-time hours
Experience: Senior level
Closing date: Apply by Friday 13 November

Skills

Requirements

What we're looking for

Senior leadership experience within an MSP or IT services organisation operating a recurring-revenue model.
Proven experience leading large, multi-site managed services operations across onshore and offshore teams.
Strong knowledge of managed IT, managed security services and ITIL-aligned service management.
Experience overseeing Service Desk, infrastructure, cloud, application or security operations.
Strong commercial expertise in budget ownership, profitability, margin improvement and cost-to-serve management.
Track record of scaling operations through standardisation, automation, AI and process optimisation.
Excellent client-facing, executive stakeholder management and service escalation skills.
Proven people leadership, organisational change and operational transformation experience.

Nice to have

Experience supporting regulated sectors such as financial services, private equity or legal.
Knowledge of Microsoft cloud, modern workplace and cybersecurity technologies.
Experience with managed services transformation, service portfolio development and ISO 27001 or ITIL 4.

The role

We 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.

What you'll do

Lead 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.