Full-Time Head of Managed IT Operations

Customer-Focused IT Operations

• 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.

Pre-Sales and Solution Design

• 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.

IT Engineering Team Leadership

• 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.
• Promote a culture of technical excellence, ownership, and continuous improvement.

Vendor and Technology Management

• Build and maintain relationships with key technology vendors and distributors.
• Ensure the business is offering a full and competitive range of products and services to customers.
• Evaluate and recommend new tools, platforms, and services that enhance the customer offering.

Strategy and Service Development

• Contribute to the development of the IT services strategy in line with company goals.
• Monitor emerging technologies and industry trends to keep offerings competitive and relevant.
• Ensure our services are future-ready, secure, and aligned with evolving customer demands.

Compliance and Risk Management

• Oversee operational security, data protection practices, and compliance with regulatory frameworks.
• Support the development and testing of customer-facing disaster recovery and business continuity services.

Experience Required:

• 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)

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