Head of Managed Services and Cloud SAAS

10 Feb 2018
15 Feb 2018
Contract Type
Full Time
Head of Managed Services and Cloud SAAS
Software Vendor - Hosted Mangaged Service to Cloud Model
Luton, Bedfordshire
70 - 80K + Excellent Bens - Bonus Pension Health etc

We currently seek a Head of Managed Services to provide leadership around operational excellence and future delivery models to join our client an established player with clients including Tier 1 Banks. This is an exciting time for the business as they move from traditional hosted managed services towards more Cloud deployment and delivery

Key requirements

Experience of IT / Software Managed Services / Hosting / SAAS
Extensive experience in people management
Likely to have managed teams of 15 - 20

Keywords - Head of Managed Services, Managed Services Manager, Technical Support Manager, IT Operations Manager, ITIL, ISO 27001, ISO 9001, BCP, DR, DPA, GDPR, Data Centre Manager, Hosting Services Manager, ASP Manager, Solaris, Oracle, AWS, Azure, Citrix

The role

- Drive a continual service improvement approach
- Ensure managed services offerings` go to market plans are closely aligned with group strategy
- Business Development, with particular focus into opportunities to grow and/or enhance the services offered:
- Provide input into the divisional strategy
- In pre-sales context, promote the Managed Services capability and added-value to the customers or new prospects alongside sales
- Data centre / Cloud strategy

- Delivery of operations using multi-disciplined local and offshore teams within a highly regulated finance domain

- Manage and develop strategic partnership with third party suppliers
- Ensure the managed services team is sufficiently structured to scale and utilises all available resources in the most effective way
- Instil a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
- Ensure the managed services` infrastructure is secure (e.g.: ensure maintenance of ISO9001, ISO27001 certification, …) and structured to scale with the development of our business

Work closely with sales and marketing to promote managed services offerings, including preparation of bid material, RFI/RFP responses and costing models

Other requirements

- Managed services or outsourcing experience, proven track record of defining / delivering managed services offerings
- Strong experience of defining managed service contracts of between 5 to 10 years term, including operational risk identification, mitigation and management approaches
- Disaster recovery and contingency planning
- Financial management, budgeting and cost optimisation
- Experience of ITIL service delivery model and ISO 9001/27001 certification, knowledge of DPA/GDPR compliance and their implications on managed services operations, processes and procedures
- Third party supplier relationship management and contract negotiations
- Experienced in change management, implementation of standardised and industrialised operational models and tools, including provision of 24x7x365 cover
- Solid leadership skills along with previous experience in leading and growing a business function
- Strong experience in strategic planning
- Working knowledge and understanding of third party product licensing particularly Oracle, Micro Focus and Microsoft products
- Understanding of Information Security concepts and protection systems
- Technical infrastructure background and solid understanding of hosting models with specific focus on Cloud (AWS, Azure etc.)
- Able to demonstrate ability to build relationships with internal stakeholders and engage at senior management level

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