Global Head of Managed Services & Security

Harvey Nash IT Recruitment UK; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Harvey Nash IT Recruitment UK is seeking a Head of Managed Services to lead a global IT and security services function from London. Hybrid role (3 days/week; Wednesdays required) with accountability for service delivery, operational performance and profitability.

You will oversee Service Desk, NOC, SOC and offshore teams; drive strategy, governance, standardisation and automation, including AI initiatives; and collaborate with Sales and Professional Services to grow and retain key clients.

Qualifications

• Senior leadership experience in MSP or IT services with recurring-revenue model.
• Proven experience leading large, multi-site managed services operations across onshore and offshore teams.
• Strong knowledge of managed IT, managed security services and ITIL-aligned service management.
• Experience overseeing Service Desk, infrastructure, cloud, application or security operations.
• Strong commercial expertise in budget ownership, profitability and cost-to-serve management.
• Track record of scaling operations via standardisation, automation and AI.
• Excellent client-facing, executive stakeholder management and service escalation skills.
• Proven people leadership and operational transformation experience.

Responsibilities

• Lead global Service Desk, Field Engineering, NOC, SOC and internal IT support operations.
• Define and implement managed services strategy, operating models and service improvement initiatives.
• Own service performance, SLAs, operational risk, customer satisfaction and executive escalations.
• Drive profitability, margin improvement, cost optimisation, resource utilisation and capacity planning.
• Standardise service delivery, processes and governance across onshore and offshore teams.
• Lead automation, AI and tooling initiatives to improve productivity, service quality and scalability.
• Develop the managed services portfolio and collaborate with Sales, Account Management and Professional Services to support client retention and growth.
• Build high-performing teams, strengthen leadership capability and foster a culture of accountability and continuous improvement.

Skills

Senior leadership

Managed services

ITIL expertise

Service Desk

Budget ownership

Automation/AI

Stakeholder management

Offshore/onshore teams

Job description

Harvey Nash IT Recruitment UK is seeking a Head of Managed Services to lead a global IT and security services function from London. Hybrid role (3 days/week; Wednesdays required) with accountability for service delivery, operational performance and profitability.

You will oversee Service Desk, NOC, SOC and offshore teams; drive strategy, governance, standardisation and automation, including AI initiatives; and collaborate with Sales and Professional Services to grow and retain key clients.