Head of Managed Services & Growth

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

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.