Head of Managed IT Operations - Remote

Overview

The Head of Managed IT Operations plays a critical leadership role within our Managed Services business, overseeing the delivery, performance, and evolution of IT services provided to our customers. This role combines operational leadership, technical oversight, vendor management, and customer-facing responsibilities. The ideal candidate will drive service excellence, lead our IT engineering team, support pre-sales efforts, and ensure we are delivering resilient, future-proofed IT solutions aligned with best practice and customer needs.

In Short

• Lead the delivery of IT managed services to ensure high-quality, efficient, and proactive support to our customers.
• Embed industry best practices across all customer engagements to improve service quality, uptime, and resilience.
• Oversee onboarding, support, and service improvement plans for customers.
• Work closely with Business Development Managers and Account Managers to support new business and upsell opportunities.
• Attend customer meetings to provide technical input, solution design, and strategic IT advice.
• Create and validate solutions that are scalable, secure, and aligned with customers’ long-term objectives.
• Manage and mentor the IT engineering team to ensure high performance, technical growth, and customer focus.
• Oversee project delivery, ticket management, and incident response to ensure SLAs are met or exceeded.
• Build and maintain relationships with key technology vendors and distributors.
• Contribute to the development of the IT services strategy in line with company goals.

Requirements

• 8–10 years of experience in IT service delivery or operations, including leadership in a managed services environment.
• Demonstrable experience in pre-sales, solution architecture, and customer-facing technical roles.
• Strong understanding of infrastructure, cloud services, networking, and cybersecurity.
• Excellent leadership, communication, and vendor management skills.
• Ability to build trust with clients and communicate technical solutions clearly.
• Preferred Certifications: ITIL Foundation or Practitioner.
• Microsoft, Cisco, or cloud vendor certifications (Azure, AWS, etc.).
• Project Management Professional (PMP) or PRINCE2.
• Cybersecurity certifications such as CISSP or CompTIA Security+ (desirable).

Benefits

• 25 Days annual leave.
• Excellent training and coaching.
• Opportunities for ongoing development and progression.
• Life assurance.