Head of Managed Services & Proactive IT Delivery

Doherty Associates, Inc.; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

34 days annual leave

Private medical insurance

Company pension scheme

Sponsored training and development

Job summary

Doherty Associates is seeking a Senior Managed Services Manager to lead UK operations across Service Desk, field engineering and third-line escalation, aligning service design with business strategy. You will build a high-performing, customer-centered team, drive automation and continual improvement, and maintain governance in line with ISO27001/ISO9001 standards.

The role requires senior leadership, strong stakeholder management and a proven track record in managed services delivery,

Qualifications

• Proven experience at senior manager level leading a multi-disciplinary support or managed services operation.
• Demonstrable success in improving team performance, service quality and customer satisfaction.
• Experience managing Service Desk, field-based support and advanced technical escalation or infrastructure engineering functions.
• Confident client-facing communication with the judgement to engage credibly with users and senior stakeholders.

Responsibilities

• Lead approximately 25 staff across the Service Desk, Field Engineering and Third‑Line Engineering teams.
• Develop and empower team leaders to control daily operations, priorities, escalations and cadence delivery.
• Own end-to-end performance across incident, request, problem and escalation management.

Skills

Senior management

Team leadership

Client engagement

IT service management

Incident & problem management

Automation & improvement

Education

ITIL certification

Tools

PSA tools

RMM platforms

Security tooling

Job description

Doherty Associates is seeking a Senior Managed Services Manager to lead UK operations across Service Desk, field engineering and third-line escalation, aligning service design with business strategy. You will build a high-performing, customer-centered team, drive automation and continual improvement, and maintain governance in line with ISO27001/ISO9001 standards.

The role requires senior leadership, strong stakeholder management and a proven track record in managed services delivery,