The role will lead the Managed Services business for Insentra worldwide, be the senior point of contact for client escalations and determine the overall direction and focus of the manage services business and team. The role will also collaborate weekly with the other executive members to ensure strategic consistency and mutual success.

• Lead, mentor, and inspire a team of IT professionals, fostering a collaborative and accountable culture while providing guidance for success.
• Own the budget and P&L for the global Managed Services business.
• Provide oversight of the development, deployment, and maintenance of critical business tools, prioritizing activities to meet stakeholder requirements and delivery needs.
• Continuously improve CSAT and NPS ratings and ensure our services make raving fans of our clients.
• Ensure delivery is to our global standards of security, quality, and process adherence.
• Oversight of shared services, ensuring open lines of communication between Managed Services and Professional Services teams.
• Lead a globally diverse team across multiple time zones including USA, UK, Philippines and Australia
• Drive innovation to create new market relevant offerings.
• Drive the team to continuously improve the quality, scope and value of the services delivered to drive real outcomes for clients.
• Facilitate streamlining processes, leveraging automation, eliminating inefficiencies in delivery and billing.
• Crew Management & well-being, Objectives and Key Results (OKRs) and learning paths.
• Chair the Managed Services senior leadership teams and ensure that team is supported and empowered to successfully deliver our services in region.
• Represent thought leadership in a global organisation.

ADDITIONAL RESPONSIBILITIES

• Member of the Insentra Executive Team
• Support sales in renewals and identifying new sales opportunities.
• Drive critical response teams and oversee major incident management activities.
• Define and deliver new Wildly Important Goals as part of 4DX initiatives.

• Keen intrapreneur who wants to grow and scale a global business.
• Minimum of 10+ years of experience in a senior Service Management or Customer role, delivering complex/outsourced services
• 5+ years of hands-on technical experience in IT, including configuration, installation, maintenance, support, and troubleshooting of enterprise systems; process development; project management; service management; and governance frameworks.
• 5+ years of leadership experience within Managed Services handling multiple support teams, including outsourcers, with a strong understanding of technical support functions and related engineering responsibilities.
• Ability to lead and develop a global team across geos.
• Experience deploying managed services across multiple platforms, including: Azure, VMWare, Private clouds and AWS.
• An obsession with customer satisfaction
• Demonstrated ability to position and present at a C-suite level.
• Demonstrated experience of account/ department P&L management
• ITIL Service Management accreditation
• Experience in allocating resources, developing documentation, Incident Management, Change Management, and ITIL Standards for Support Centres.
• Strong working knowledge of ITSM service delivery concepts
• Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers.
• Ability to manage and implement organizational change – change agent and ambassador.