Head of Managed Services

Maidenhead

The Role

This role is responsible for the entire Managed Services offer from defining and refining the appropriate commercial model, ensuring effective service delivery, nurturing managed services customers and achieving growth and retention.

Typical Responsibilities:

Leadership

  • Build productive relationships particularly with Sales and Delivery teams to ensure opportunities are surfaced, on-boarding is effective and service offer is understood.

  • Take account of the market and bring ideas from outside Pythagoras.

  • Responsible for motivating, coaching and developing the team with engaging activities and by progressing careers.

Commercial

  • Accountable for driving the successful operational delivery and development of the Managed Service Portfolio.

  • Develop costing models for Managed Services.

  • Agree and execute customer plans to ensure profitability, retention and service uplifts for existing client base to include responsibility for renewals.

  • Attend key engagements to ensure clients buy-in to the service and Pythagoras including supporting the Sales team with new opportunities.

  • Provide insight to assess and recommend new business opportunities.

Operations

  • Take personal ownership for client escalations and have practical involvement in key account management activity.

  • Define appropriate metrics and use these to inform decision making to improve and optimise services.

  • Work with Technical Lead to develop plans anticipating technical changes or opportunities.

  • Responsible for the ITSM system and the roadmap for development.

Your Skills and Experience:

While we don’t expect you to have superhero powers, you must be as passionate, enthusiastic and determined as we are.

You’ll have:

  • ITIL qualification to at least foundation level, or experience of working to ITIL practices.

  • Commercial Management Experience ideally in an IT services environment.

  • Strong collaboration, negotiation and influencing skills.

  • A strong track record of client retention and service improvement.

  • An understanding technology solutions and being able to articulate this to different audiences.

  • The ability to inspire people and develop and motivate teams.

Ideally, you’ll also have experience of:

  • Project methodologies specifically Waterfall and Agile.

  • Experience with Microsoft Dynamics and Public Cloud specifically Azure.

  • Programming technologies specifically C# and JavaScript.

We encourage applications from individuals with disabilities and will offer an interview if you meet the minimum criteria for the job.

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