Head of Managed Services

About Us:

Modern Networks is a leading provider of Managed IT services to the Commercial Property, Science Parks, Education and SME sectors, dedicated to delivering innovative and reliable technology support to our client base. We pride ourselves on our commitment to exceptional customer service and continuous improvement, ensuring our clients achieve their business objectives through effective IT strategies and solutions.

Role Overview:

The Head of Managed Services will be responsible for leading and managing the Managed Services division of the company. This role involves overseeing service delivery, client relationship management, service level agreements (SLAs), and driving operational excellence to ensure client satisfaction and business growth. The ideal candidate will have a deep understanding of ICT services, strong leadership skills, and a track record of successful service delivery management.

Key Deliverables:

• Develop and implement the strategic direction for the Managed Services division in alignment with the company’s goals.
• Identify growth opportunities within existing accounts and potential new markets for managed services.
• Drive innovation within the Managed Services portfolio to maintain a competitive edge.
• Ensure the effective and efficient delivery of managed services to clients, meeting or exceeding SLAs.
• Oversee the management and resolution of complex service delivery issues.
• Implement best practices and continuous improvement initiatives to optimize service delivery processes.
• Build and maintain strong, long-term relationships with clients to ensure high levels of client satisfaction and retention.
• Conduct regular client reviews and performance reporting to ensure transparency and trust.
• Ensure compliance with industry standards, regulations, and company policies within the Managed Services division.
• Identify and mitigate risks associated with service delivery, implementing appropriate controls and contingency plans.

What we're looking for:

• Deep understanding of ICT services, including cloud computing, networking, cybersecurity, and IT infrastructure within a Managed Services Environment.
• Proficiency in ITIL (Information Technology Infrastructure Library) frameworks and service management best practices.
• Familiarity with service management tools and platforms.
• Proven ability to lead and develop high-performing teams.
• Strong strategic thinking and decision-making skills.
• Experience in budgeting, financial planning, and P&L management.

Why Join Modern Networks?

• Innovative Projects: Working on leading-edge IT projects within the property management sector.
• Professional Growth: Opportunities for advancement within a dynamic and collaborative work environment.
• Impactful Work: Play a key role in transforming the IT capabilities of major Commercial Property and mixed-use estates in Central London.