Head of Managed Services

JOB DESCRIPTION

Head of Managed Services

Location:

Job type: Full time, Permanent

Ref: 1055

As a Leader at Telent, you will be trusted and empowered to deliver critical and complex work. You'll be free to innovate, to take ownership and make smart, agile decisions. We need the best people to help us achieve our ambitions. Come, work in an environment where you can stretch your abilities and deliver on your potential. Help build and keep the nation's critical infrastructure connected and protected 24/7.

To manage and direct the delivery of all "Day 2" Managed Service (MS) functions. From the point an asset is activated into service its ongoing lifecycle will be your accountability to deliver high availability and service outcomes against. Through the leadership of your team you'll drive a culture of client and people first, which in turn will drive shareholder value. These values will be met through a deep passion for service improvement, and relentless data capture and scrutiny (you believe you only manage what you measure). You will have P&L accountability for your departments and will be an instrumental stakeholder in bid costing and review exercises.

What you'll do:

• Office & site-based work as required to ensure optimal operation of the departments delivery against contract, budgets, and performance targets, whilst ensuring compliance to Quality, Environment, Health and Safety (QEHS) procedures
• Provide leadership to your departments covering; Service Desk, Traffic Management, PEW Management, NOC, Service Coordination, 2nd Line Support, Technical Engineering, Operational Support Team, containing, Availability, Service Design, Facilities Management, CI and Agile CoE, Change Management and Problem Management
• Establish consistent data and reporting governance tiered across your teams, which can be traced through the organisation to the goals of the division, Business and our client
• Will ensure the implementation of consistent governance and controls to report Key Performance Indicators (KPI's), Service Level Objectives, and Availability, to key stakeholders and carrying out regular reviews, highlighting and managing all risks & issues and their mitigations throughout the project lifecycle
• Ensuring tight interlocks with other internal departments, and wider client partner network to ensure optimal end to end outcomes to the client
• Drive initiatives to identify complex problems and implement simple timely solutions.
• Utilise industry best practices, techniques, standards and Management tools to optimise delivery operations
• Driving improvement in service performance and instigating continuous improvement features into the Agile Release Train
• Will be the principle point of customer escalation for the Service Performance
• Accountable for ensuring strong service performance governance is in place, with leading and lagging indicators
• Departmental Leadership associated with the Managed Service Delivery
• Managing the delivery of key vendors (HW/SW/Professional Services), who will undertake key elements of the Service
• Provide day to day line management support and direction for your first line
• Manage all financial controls across the department to meet agreed budgets
• Holding regular reviews with the client and their stakeholders at a senior level to maintain alignment of service objectives and client expectations
• Managing multiple stakeholders and building strong relationships with the client and vendors to meet the service objectives
• Leading bid activities and contributing to Programme Plans, Risks, Actions, Issues, Decisions (RAID) log and method statement responses as required to support bid development.
• Encourages and ensures collaboration with all stakeholders
• Manage direct reports in line with HR policies, procedures and business processes

Key requirements:

• Bachelor's Degree in related discipline (Electrical or Computer Engineering, Computer Science), or equivalent experience
• 5+ years of experience as a Managed Services Leader in medium to large scale Enterprise IT and/or Telecommunications provider
• Operations experience in the telecoms or IT industry
• Experience building scalable operations and services
• Be able to influence and facilitate discussion with customers and partners to achieve a set objective and create an inclusive environment for collaboration and co-design.
• Apply, develop and share detailed technical expertise, understand other organisational disciplines
• Focus on customer needs and satisfaction, set a standard of high-quality deliverables, achieve service objectives
• Able to rapidly learn and research new technologies as required then understand how these can be operated and managed through your team
• Building relationships, networking, relating to all levels within internal and external organizations
• ITIL V3 or V4

What we offer:

A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.

We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

• Vehicle: Ben2
• Medical - Employee only
• 34 days holiday, including public holidays, plus the option to buy or sell days annually
• Company pension scheme.
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

About Telent

Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology of the UK's critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you'll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You'll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.

We're passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.

We're guided by our values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focused

Brilliance brought together.