Managed Services Manager

Overview

In this role you lead a sizable technical operations team delivering high-quality managed services and infrastructure support. You partner with Service Delivery, Account Management and Security to ensure a world-class service experience while pushing automation and standardisation. You will shape a culture of accountability, customer focus and continuous improvement across support, engineering and field services. The position offers impact by driving efficiencies, escalations management and proactive service delivery within a technology-driven environment.

Responsibilities

• Lead ~25 technical professionals across support, engineering and field services and develop future leaders
• Collaborate with Service Delivery, Account Management, Security and Professional Services to ensure top-tier service
• Own day-to-day service performance including incidents, requests, escalations and problem management
• Maintain high SLA performance, clear ticket ownership and proactive customer communications
• Act as senior escalation point for priority incidents and complex issues
• Lead major incident management and service recovery activities
• Chair operational change governance and manage risk across customer environments
• Drive automation, standardisation and operational efficiencies across the business
• Lead proactive service model with preventative maintenance, self-service and AI-enabled workflows
• Implement continual service improvement programmes and use data trends to identify optimisations
• Support scalable, repeatable service delivery practices

Key requirements

• Proven experience managing multi-disciplinary Managed Services or IT Support teams
• Strong leadership across Service Desk, Infrastructure, Field Engineering or Technical Support
• Track record of improving service quality, operational performance and customer satisfaction
• Excellent people management and coaching skills
• Solid understanding of IT Service Management (Incident, Problem, Change, Major Incident)
• Experience managing escalations and engaging with senior client stakeholders
• Knowledge of Microsoft 365, Azure and Modern Workplace technologies
• Analytical, data-driven decision making with strong prioritisation abilities
• Commercial awareness balancing service quality, customer outcomes and efficiency

• leadership
• coaching
• collaboration
• Microsoft 365
• Azure
• Modern Workplace technologies

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