Pretoria: Head of Managed Services posted by AtripleA recruitment & temps

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

To apply, please submit your CV, as well as your latest payslip, to *****@*****.co.za