Head of Managed Services

PRC Recruitment Ltd; Dublin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Pension

Private healthcare

25 days annual leave

Job summary

PRC Recruitment Ltd in Ireland is seeking a Head of Managed Services to own the delivery, profitability and growth of the managed services portfolio. This P&L accountable role covers service delivery, operations, customer retention and evolving the service offering.

You will scale the practice, lift margin, maintain high customer satisfaction, manage a high-performing team, and drive recurring revenue through renewals and cross-sell, while ensuring ISO and SOC compliance.

Qualifications

• 10+ years in IT managed services leadership
• 5+ years in a senior service delivery/operations role
• Proven P&L ownership and margin improvement in a MSP environment
• Experience leading multi-disciplinary technical teams
• Strong ITIL service management knowledge (ITIL v4 preferred)
• Commercial acumen in contracts, pricing, renewals and account growth
• Experience managing relationships with major vendors (e.g. Microsoft, AWS, Cisco) and executive stakeholders
• Data-led decision making using metrics and tools to run operations

Responsibilities

• Own the managed services P&L including revenue, gross margin, cost-to-serve and utilisation
• Lead service delivery across service desk, infrastructure, cloud, network and security operations
• Set/hit SLAs, KPIs and CSAT/NPS; report performance to executives
• Drive recurring revenue growth through renewals, upsell and cross-sell with Sales
• Develop the service portfolio and pricing for cloud, cyber security and automation
• Build and mentor a high-performing team of service managers and engineers
• Operate the ITIL-based service model (incident, problem, change, SLA)
• Manage senior customer relationships and service reviews with escalations
• Oversee vendor/partner relationships (Microsoft, AWS, Cisco, Fortinet) and accreditations
• Lead transition/onboarding of new customers with smooth take-on
• Implement tooling, automation and processes to raise efficiency and margin
• Ensure ISO 27001, ISO 9001, SOC 2 compliance and contractual obligations

Skills

Senior leadership

P&L management

Customer relationship management

Data-driven decision making

ITIL knowledge

Tools

ServiceNow

ConnectWise

Halo PSA

ITIL v4

Job description

The Head of Managed Services owns the delivery, profitability and growth of the managed services business. This is a P&L-accountable leadership role covering service delivery, operations, customer retention and the evolution of the service portfolio.

The successful candidate will scale the practice, lift margin and customer satisfaction, and build a service operation that supports the next stage of growth.

Key Responsibilities

• Own the managed services P&L – revenue, gross margin, cost-to-serve and utilisation
• Lead service delivery across service desk, infrastructure, cloud, network and security operations
• Set and hit SLAs, KPIs and customer satisfaction targets (CSAT / NPS); report performance to the executive team
• Drive recurring revenue growth through renewals, upsell and cross-sell, working with Sales and Account Management
• Develop the service portfolio and pricing, including new offerings in cloud, cyber security and automation
• Build, lead and develop a high-performing team of service managers, engineers and team leads
• Run the service operating model on ITIL principles – incident, problem, change and service-level management
• Own relationships with key customers at senior level, leading service reviews and handling escalations
• Manage vendor and partner relationships (e.g. Microsoft, AWS, Cisco, Fortinet) including accreditations and commercial terms
• Lead transition and onboarding of new customers to ensure smooth service take‑on
• Put tooling, automation and process improvements in place to raise efficiency and margin
• Maintain compliance with ISO 27001, ISO 9001, SOC 2 and customer contractual obligations

Experience & Skills

• 10+ years in IT managed services, with 5+ years in a senior service delivery or operations leadership role
• Track record of running a managed services P&L of €[x]m+ and improving margin
• Experience leading multi-disciplinary technical teams of [x]+ people
• Strong knowledge of ITIL service management; ITIL v4 certification preferred
• Technical grounding across Microsoft 365, Azure / AWS, networking and security operations
• Commercial acumen – contract negotiation, pricing, renewals and account growth
• Background at an MSP, systems integrator or telco-led managed services business
• Confident with C-level customer stakeholders and at executive / board level internally
• Data‑led – uses metrics and tooling (e.g. ServiceNow, ConnectWise, Halo PSA) to run the operation

What's on Offer

• Senior leadership role with direct influence on company strategy
• Pension, private healthcare and 25 days annual leave