Managed Services Programme Director

The Managed Services Programme Director is accountable for the end-to-end design, launch, and ongoing leadership of a greenfield managed services capabilities within the organisation. Director will champion cultural change, secure executive sponsorship, and deliver measurable business outcomes including predictable revenue, elevated client satisfaction, operational efficiency, and scalable service delivery. By establishing robust managed services, the Director ensures the organisation can offer proactive, IT and operational support to clients, fostering long-term partnerships and competitive differentiation in the market.

Key Duties & Responsibilities:

Service Portfolio Design & Go-to-Market

• Define a tiered service catalogue encompassing core areas such as infrastructure management, cloud operations, cybersecurity monitoring, end-user support, application maintenance.
• Author service level agreements (SLAs) with clear performance guarantees
• Create pricing models that balance competitiveness and profitability, including flat-rate subscriptions, usage-based billing, and hybrid options, informed by cost-plus and value-based methodologies.
• Develop go-to-market strategies, including marketing collateral, sales enablement tools, and pilot programs to test services with select clients.
• Collaborate with product management to integrate managed services into the broader portfolio, ensuring seamless transitions from one-off projects to ongoing contracts.

Organizational Design & Team Building

• Build and lead a high-performing managed services team, recruiting specialists in areas like service delivery managers, NOC/SOC engineers, etc.
• Establish governance structures, including a Managed Services Steering Committee with cross-functional representation (e.g., from sales, finance, legal) to oversee program health and resolve issues.
• Implement knowledge management systems to capture best practices, lessons learned, and client-specific insights for continuous team enablement.

Process Establishment & Operational Excellence

• Design end-to-end processes for service onboarding, including client discovery workshops, needs assessments, contract negotiation, and migration planning from legacy systems.
• Set up monitoring and incident management frameworks using industry standards like ITIL/ITSM, incorporating tools for real-time alerting, root cause analysis, and automated remediation.
• Develop continuous improvement programs, leveraging client feedback loops, quarterly business reviews, and data-driven optimizations to enhance service efficiency.
• Ensure compliance with regulatory requirements (e.g., GDPR, HIPAA, ISO 27001) through audit-ready processes, risk assessments, and certification pursuits.

Technology & Vendor Ecosystem Management

• Select and implement core tools and platforms, including Remote Monitoring and Management (RMM) software, Professional Services Automation (PSA) systems, and ticketing platforms.
• Integrate managed services technology stack with existing enterprise systems (e.g., ERP, CRM) to enable seamless data flow and unified reporting.
• Stay abreast of technological advancements, piloting innovations like edge computing or zero-trust security models to evolve the service offerings.

Performance Measurement & Reporting

• Define key performance indicators (KPIs) such as client churn rate, service utilization rates, first-call resolution, and financial metrics like monthly recurring revenue (MRR) growth.
• Build executive dashboards and reporting mechanisms using BI tools (e.g., Tableau, Power BI) for real-time visibility into program performance.
• Conduct regular audits and maturity assessments to benchmark against frameworks, identifying areas for enhancement.
• Ensure service profitability through cost tracking, margin analysis, and pricing adjustments based on operational data.

Client Engagement & Growth

• Drive client adoption by leading sales enablement, co-developing proposals, and participating in key account meetings to upsell managed services.
• Manage contract renewals and expansions, retention through proactive value demonstrations and customized roadmaps.
• Gather and act on client feedback, advisory boards, and NPS tracking to refine services and address pain points.
• Identify opportunities for portfolio expansion, such as adding specialized services based on client needs and market trends.

Qualifications:

Bachelor's or Master's degree in Business, IT, Engineering, or related field; MBA or relevant certifications (e.g., ITIL Expert, PMP, COBIT) preferred.

10+ years in IT services, with 5+ years in leadership roles establishing or scaling managed services programs.

Strong financial acumen, with experience in P&L management and business case development.

Expertise in IT service management frameworks and tools.

Key Skills:

Strategic Thinking: Ability to translate strategy into executable plans.

Leadership: Inspirational leader who builds inclusive teams and drives change. The ability to mentor team members to uplift capabilities within the organisation.

Client Focus: Deep understanding of client needs and commitment to exceptional service. Excellent communication, negotiation, and stakeholder management skills.

Innovation: Proactive in adopting new technologies to enhance services.

Analytical: Data-driven decision-maker with strong problem-solving skills.

Resilience: Handles ambiguity and high-stakes challenges effectively.