Head of Managed Services

Head of Managed Services Location: Northwich - Hybrid with occasional travel to Milton KeynesPermanent | Senior Leadership RoleAbout 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 ResponsibilitiesOwn 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.RequirementsProven experience in a senior managed services / service operations leadership roleExtensive 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 environmentsKnowledge of ITIL frameworks (ITIL certification preferred)Confident stakeholder and client-facing leadership styleExperience using service management platforms (e.g. ServiceNow, Jira Service Management)Strong commercial awareness within managed services environmentsWhat we offerAXA Health Insurance and Dental Plan Options – available for you and your family through a salary sacrifice schemeRising holiday allowance at Year 2 and Year 5Birthday day offEmployee Referral Bonus – help us grow our team and get rewarded for introducing great talent.Employee discounts and wellness perksModern offices with breakout spaces, free tea and coffee, and a private wellness roomDevelopment opportunities with clear career progression and training#J-18808-Ljbffr

Created: 2026-04-18