Head of Managed Service Operations
Focus Group
full-time
Posted on:
Location Type: Hybrid
Location: Shoreham-by-Sea • United Kingdom
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Salary
💰 £75,000 per year
Job Level
About the role
- Lead the evolution of our managed service operations, positioning Focus Group as the premier provider in our markets
- Pioneer service-by-design methodologies and ITIL framework adoption that optimize resolution efficiency while elevating customer experience
- Drive P&L accountability for Managed Service Operations, balancing contract profitability with strategic investment in technical capabilities
- Architect dedicated customer desk strategies and sector specialization approaches that deliver differentiated technical value
- Transform technical challenges into customer success opportunities through proactive churn risk identification and remediation
- Achieve measurable improvements in customer satisfaction and retention through technical service excellence
- Lead our largest growing area: providing managed service wraps around multiple Focus portfolio offerings to maximize customer value
- Support technical innovation frameworks leveraging emerging technologies to enhance service capabilities
- Drive technical integration strategies for strategic acquisitions, ensuring seamless service expansion
- Build world-class technical teams through skills development, succession planning, and performance management
- Partner strategically with Infrastructure and Proactive Services leadership for seamless delivery and compliance excellence
- Foster a culture of continuous improvement and individual excellence across the organization
Requirements
- Recognized thought leader in managed services transformation with demonstrated industry influence through sector contribution
- Deep market knowledge with proven ability to position organizations competitively through industry-leading service methodologies that complement product strategy and go-to-market approaches
- Substantial experience leading large-scale service operations functions (~100+ team members) with demonstrable ROI on strategic goals, optimization, and automation initiatives
- Proven track record managing ~15k+ monthly case volumes with consistent SLA achievement and enterprise-level workforce optimization expertise
- Significant focus on self-service capabilities and automation to drive efficiency
- Cross-industry experience bringing disruptive improvement practices that challenge established processes and drive breakthrough performance
- Proven ability to lead technical transformation initiatives across large service delivery organizations
- Track record of implementing ITIL frameworks and advanced service methodologies with measurable operational improvements
- Deep understanding of multi-tiered technical support environments, escalation management, and service optimization
- Strong commercial focus balancing technical investment decisions with profitability and customer success outcomes
- Advanced analytics capabilities to interpret performance data and implement optimization strategies
- Exceptional ability to build strategic customer relationships through technical excellence and proactive service delivery
- Advanced stakeholder management skills translating technical complexity into business value for customers and executive leadership
- Proven change leadership capabilities driving adoption across complex organizations.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITIL frameworkservice methodologiesautomation initiativestechnical transformationmulti-tiered technical supportescalation managementadvanced analyticsperformance optimizationmanaged servicesP&L accountability
Soft skills
leadershipcustomer relationship managementstakeholder managementchange leadershipcontinuous improvementteam buildingstrategic thinkingcommunicationproblem-solvingperformance management