Head of Managed Services

Job Title: Head of Managed Services (Pretoria)

Job Purpose:
The Head of Managed Services is responsible for overseeing and leading the managed services department and drive business growth, ensuring the delivery of high-quality, customer-centric IT services. This position is designed for an individual with deep expertise in managed services, sales, business development, and product offerings, who is capable of building and executing a comprehensive strategy to expand our managed services portfolio.
The ideal candidate will have a proven track record of success in driving sales, fostering customer relationships, and developing innovative service offerings to meet client needs. This is a target-driven role focused on achieving and exceeding sales and business development objectives.

Key Responsibilities:
Strategic Leadership:
•Develop and implement the strategic vision for the Managed Services division, ensuring alignment with the overall business goals and objectives.
•Drive continuous improvement initiatives within the Managed Services team to enhance service delivery, customer satisfaction, and operational efficiency.
•Lead and manage the growth of the managed services portfolio by identifying new business opportunities, upsell potential, and client retention strategies.
Service Delivery & Operations:
•Oversee the effective and efficient delivery of managed services, ensuring that all service level agreements (SLAs) are met or exceeded.
•Establish and monitor key performance indicators (KPIs) for managed services operations, implementing improvements based on performance metrics.
•Manage day-to-day service operations, including incident, problem, change, and request management.
•Ensure high levels of customer satisfaction and manage client relationships, including regular reviews, issue resolution, and continuous feedback loops.
Team Management & Development:
•Lead and mentor a high-performing team of service delivery managers, engineers, and support staff.
•Foster a culture of innovation, collaboration, and accountability within the Managed Services department.
•Identify training needs and provide coaching and development opportunities for team members to enhance their skills and knowledge.
Client Management:
•Serve as the primary point of contact for key clients, ensuring clear communication and successful delivery of services.
•Lead regular client meetings, presentations, and service reviews, building strong relationships and trust.
•Act as an escalation point for client issues, working to resolve complex service-related problems.
Financial & Budget Management:
•Develop and manage the budget for the Managed Services department, ensuring the cost-effectiveness of service delivery while maintaining high quality.
•Monitor and report on the financial performance of the managed services division, ensuring profitability.
Collaboration & Stakeholder Management:
•Work closely with cross-functional teams, including sales, product management, and technology teams, to ensure alignment on customer needs, service improvements, and business development efforts.
•Actively contribute to new business development by supporting sales teams with proposals, pricing strategies, and client pitches.
Compliance & Risk Management:
•Ensure compliance with all relevant regulatory and legal standards, including data protection, security protocols, and industry best practices.
•Manage risks and ensure that appropriate service controls and disaster recovery plans are in place.

Qualifications and Requirements:
• Matric is essential.
• Bachelor’s degree in information technology, Business Administration, or a related field and relevant certifications (such as ITIL, PMP, or CISSP) is highly desirable.
• At least 8-10 years of experience in IT services, including 5+ years in a leadership role within managed services or service delivery.
• Proven experience in managing and growing a managed services portfolio, including customer-facing roles and managing client relationships.
• Strong background in IT service management (ITSM) frameworks, with a focus on delivering enterprise-level services.
• Experience in team management, coaching, and developing cross-functional teams. Skills
• Exceptional leadership and people management skills with the ability to motivate and lead teams.
• Strong business acumen and experience managing budgets and financial performance.
• Excellent communication, negotiation, and presentation skills.
• In-depth knowledge of industry best practices and service management methodologies (e.g., ITIL).
• Experience with vendor management and third-party service providers.
• Ability to analyse data and performance metrics to drive continuous improvement.

Key Competencies:
•Strong problem-solving skills and the ability to think strategically.
•Customer-centric approach with a focus on delivering exceptional service.
•Ability to handle high-pressure situations and effectively manage multiple priorities.
•Innovative and forward-thinking with a passion for continuous improvement.
•Strong interpersonal skills, with the ability to build and maintain relationships at all levels of the organization
•Valid driver's license required

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