Head of Managed Services & Customer Delivery

Franklin Fitch; Greater London; Hybrid; GBP 90,000 - 100,000; Full time

Job summary

Franklin Fitch is recruiting for a Head of Managed Services in the UK. The role sits at the senior level, bringing together technical delivery, customer relationships and commercial objectives to build a scalable managed services function.

You will own service standards, governance and performance across multiple customer environments, act as senior escalation point, and drive improvements, renewals and growth within a hybrid work setting.

Qualifications

• Proven leadership experience within managed services, security operations, cloud services or a similar environment.
• Experience owning service delivery across multiple customers or accounts.
• Strong understanding of incident, problem, change and service management.
• Ability to lead technical teams and maintain clear accountability.
• Commercial awareness across service costs, margins, renewals and growth.
• Strong customer-facing communication and stakeholder management skills.
• Solid understanding of cyber security, cloud, identity and data protection services.

Responsibilities

• Leading the day-to-day delivery of managed services across multiple customer environments.
• Owning service standards, governance, performance and customer experience.
• Acting as the senior escalation point for service issues and delivery risks.
• Building strong relationships with customer stakeholders, technical teams and vendors.
• Driving service improvements, reporting and operational best practice.
• Supporting commercial growth through service development, renewals and expansion.
• Managing service scope, costs, margins, SLAs and delivery expectations.
• Helping shape the managed services roadmap across security and cloud technologies.

Skills

Leadership experience

Stakeholder management

Commercial awareness

Customer-facing communication

Service management (ITSM)

Job description

Franklin Fitch is recruiting for a Head of Managed Services in the UK. The role sits at the senior level, bringing together technical delivery, customer relationships and commercial objectives to build a scalable managed services function.

You will own service standards, governance and performance across multiple customer environments, act as senior escalation point, and drive improvements, renewals and growth within a hybrid work setting.