Head of Managed Services

Job Description

Add expected salary to your profile for insights. Blackbird IT is at the forefront of innovative IT solutions, placing user productivity and accountability at the heart of everything we do. We're not your typical Managed Services Provider; we aim to redefine industry standards with our VISION 2026, emphasising a fun, supportive, and growth-oriented work environment. Join us as we aim for more fun, smarter work, and exceptional service delivery while reducing repetitive tasks. About the role Due to our continuous growth and the internal promotion of our current Head of Managed Services, we now have an exciting opportunity for a new leader to join our team. This opening reflects our commitment to professional development and the expanding success of our company. As the Head of Managed Services, you will be at the forefront of our vision, leading our dynamic team with precision. Your mission is to optimise Managed Services operations, drive customer satisfaction, and ensure we consistently meet our service level agreements (SLAs). You’ll design sustainable growth strategies for our technical units, ensuring accountability and continuous improvement are ingrained in every process. Reporting to the General Manager, you’ll oversee service delivery, lead continuous improvement initiatives, and act as an escalation point for technical, business, and customer service challenges. This role combines strategic oversight with hands-on involvement, providing a unique opportunity to shape the future of Blackbird IT’s professional services. Key Responsibilities Value Alignment : Live and promote our core values, embodying our commitment to Delivering Certainty. Leadership: Serve as the senior escalation point for Managed Services, ensuring swift issue resolution. Relationship Building : Cultivate strong connections with key stakeholders, fostering collaboration and trust. Customer Focus: Lead teams in managing requests with an emphasis on exceptional service and reliable solutions. Contract Management: Ensure alignment of Managed Services contracts with company policies and procedures. Workload Oversight: Monitor team workloads, ensuring balanced job allocation and quick resolution times. Performance Metrics: Implement effective metrics to track and drive department successes. Development and Balance: Support professional growth within teams, balancing targets with individual development. Compliance: Conduct regular SLA monitoring and timesheet reviews. Resource Management: Ensure adequate staffing and conduct annual development plans. Reporting: Provide concise reports to leadership, maintaining transparency and strategic alignment. Financial Acumen: Review budgets and financial reports, ensuring compliance and operational efficiency. Innovation : Engage in professional development, introducing fresh ideas to enhance departmental efficiency. The following skills and attributes are MUST HAVES: Leadership : Proven ability to manage diverse teams and foster collaborative environments. Technical Proficiency : Demonstrated understanding of Information Technology principles and using ticketing systems with your value placed on building and leading the team. Customer-Centric Approach : Commitment to delivering exceptional customer service and driving positive client outcomes. Problem Solving : Analytical skills to identify issues, implement solutions, and optimise processes. Communication : Exceptional interpersonal, organisational, and communication skills. Growth Mindset : Dedication to mentoring and developing team members while fostering a culture of continuous improvement. Why Join Us? Be part of a culture that values comradeship, trust, and innovation. Opportunity to contribute to a vision focused on fun and high-quality work. Work in an environment recognised as a “Great Place to Work.” Grow with us as we aim to enhance our service and customer satisfaction. How to apply? If you're ready to be part of a team that is breaking the mould and driving the future of IT services, apply now! Submit your resume and a cover letter detailing your relevant experience and what makes you passionate about joining Blackbird IT. #J-18808-Ljbffr