A rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations.

The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our Shared Services Centre in Sheffield.

Previous experience of managing large IT support delivery teams, ideally experience working within a managed service provider (MSP) environment.

– People Management
– Financial Management
– Senior Leadership

• Lead the operational execution for our remotely supported managed services clients.
• Provide leadership for the End User, Infrastructure and Service Quality teams as they deliver our services into our clients.
• Build on the existing teams and tools, finding efficiencies and improving the use of our toolsets, and drive a continuous improvement mindset to ensure we are constantly identifying and implementing performance improvements.
• Work with the CTO to investigate new tools and service offerings.
• Work with the Group Delivery Director, Sales, and Finance departments to develop and grow the offerings we bring to market.
• Own and manage business units Profit & Loss (P&L), forecasting, budget, and commercial management.
• Lead, coach and drive performance for your direct team of managers.
• Act as a senior contact for the Operations Centre – engaging with senior executives, CEOs, CTOs and leadership in some of the most highly regarded brands in the UK and Ireland.
• Develop close partnerships and drive collaboration with our Ireland and UK based Customer Experience Managers to ensure flawless delivery to our end customers.
• Align with group sales and the customer experience teams to support account growth.
• Drive innovation and value-added activity for our customers.
• Ensure that operational SLA’s and targets are met to support the delivery of our services.
• Work with the project team on the transition of new services from project to service delivery

• The right person will have experience in managing complex multi-disciplined IT Managed Services and will have worked at a senior level in service delivery roles in a fast-paced business.
• We are looking for a Senior Manager who has 7 years’ experience managing managers, and leading operations in a customer focused, remote support environment, covering Level 1 End User Service Desk through to Level 3 Infrastructure support.