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) proceduresProvide 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 ManagementEstablish 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 clientWill 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 lifecycleEnsuring tight interlocks with other internal departments, and wider client partner network to ensure optimal end to end outcomes to the clientDrive initiatives to identify complex problems and implement simple timely solutions.Utilise industry best practices, techniques, standards and Management tools to optimise delivery operationsDriving improvement in service performance and instigating continuous improvement features into the Agile Release TrainWill be the principle point of customer escalation for the Service PerformanceAccountable for ensuring strong service performance governance is in place, with leading and lagging indicatorsDepartmental Leadership associated with the Managed Service DeliveryManaging the delivery of key vendors (HW/SW/Professional Services), who will undertake key elements of the ServiceProvide day to day line management support and direction for your first lineManage all financial controls across the department to meet agreed budgetsHolding regular reviews with the client and their stakeholders at a senior level to maintain alignment of service objectives and client expectationsManaging multiple stakeholders and building strong relationships with the client and vendors to meet the service objectivesLeading 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 stakeholdersManage direct reports in line with HR policies, procedures and business processesKey requirements: Bachelor's Degree in related discipline (Electrical or Computer Engineering, Computer Science), or equivalent experience5+ years of experience as a Managed Services Leader in medium to large scale Enterprise IT and/or Telecommunications providerOperations experience in the telecoms or IT industryExperience building scalable operations and servicesBe 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 disciplinesFocus on customer needs and satisfaction, set a standard of high-quality deliverables, achieve service objectivesAble to rapidly learn and research new technologies as required then understand how these can be operated and managed through your teamBuilding relationships, networking, relating to all levels within internal and external organizationsITIL V3 or V4What 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: Ben2Medical - Employee only34 days holiday, including public holidays, plus the option to buy or sell days annuallyCompany pension scheme.A range of family friendly policiesOccupational health support and wellbeing PortalDiscounts on Cinema, Restaurants and Shopping with Telent Reward schemeAbout 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 InclusiveTake ResponsibilityCollaborateBe Customer-focusedBrilliance brought together.

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