• IT
  • Leeds
  • Telecoms

Managed Services Director

Position: Managed Services Director

Suitable for: Technical Services Manager / Director, Customer Service Manager / Director, Client Services Manager / Director, Service Delivery Manager / Director

Location: Leeds, West Yorkshire with travel to other offices on occasion

Salary: C£60k + £6k car allowance + £10k share allocation + bens

Successful and rapidly expanding IT / telecoms provider is looking for a Managed Services Director to inspire and lead a team of Technical Support, Deployment & Installations Engineers and Project Managers. This is a Board level role requiring strong leadership, customer service and strong operational management experience.

Experience:

  • Previous experience of working in a Service Delivery or Managed Services environment ideally as Managed Services, Technical Services, Customer Services, Client Services, Service Delivery Manager or Director
  • Experience of managing and leading teams of around 30 with ability to motivate individuals, performance manage and develop career plans
  • Familiarity with setting and working to targets, KPI’s, SLA’s, interpreting MI / BI and developing appropriate strategy
  • Strong communication and negotiation skills
  • Proven management experience at a senior strategic level, directly feeding into or being part of a board of Directors (advantageous but not essential)
  • IT / Telcomms industry experience (advantageous but not essential)

The Role:

  • Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service
  • Enhance the first call resolution strategy
  • Act as the voice of the customer across the company by serving as the ultimate escalation point
  • Identifying and providing feedback through 1:1’s, effective use of personal development plans and
  • provision of coaching & development opportunities
  • Define, negotiate and agree the effective utilisation of resource with deployment, support, solution and account management teams
  • Improve NPS, CSAT or similar customer metrics

Full job description available upon request

To apply: please send your CV in Word format to simone@solosearch.co.uk

Please note: you must be eligible to work in the UK for your application to be considered