Head of Managed Services - Birmingham, United Kingdom - Version 1

Version 1

Verified Company

Birmingham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description

Version 1 is celebrating 26 years in the IT industry this year and we continue to be trusted by global brands to deliver IT solutions that drive customer success.

Version 1 is not just a Microsoft Partner, an AWS Premier Consulting Partner and an Oracle Modern OPN Partner; we are also an award-winning employer and our employees are at the heart of Version 1.

We invest in a strong culture of wellness through programs that help our employees create their journey toward optimal wellbeing.

This framework is based on the 'Strength in Balance' theme and this is seen again in our Diversity, Inclusion and Belonging Team motto "_Bring Your Difference_".

Job Description:

The Role

A key part of the role will be to grow our business through driving and evolving our recently launched ASPIRE - Next Generation Managed Services proposition, driving tangible added value for our customers, differentiating Version 1's service offering and leveraging our Engage platform, built on ServiceNow.

You'll be responsible for monitoring and managing key Managed Services KPIs including growth, profitability, billable utilisation, revenue delivery (actual vs expected), margin, whilst identifying areas of improvement in relation to Contractual Compliance, Customer Satisfaction and Retention, Employee Engagement, Resourcing and Scheduling, Processes, Quality, Automation and Cost Management.

Your role will lead activity on all three sides of the Version 1 triangle, which is our Strength in Balance business model:

1. Customer Success

Build strong, senior customer relationships both directly and with your equivalent Version 1 Commercial lead.
Responsible for the maintenance, ongoing delivery, and solutions growth into existing customers
Understanding of targets and forecasting of revenue anticipated from each customer relating to Revenue, and Margin
Develop, manage and monitor the Managed Services forecast and budgets in line with Version 1 financial reporting cadence ensuring onbudget and onforecast outcomes
Develop costing models for managed service offerings
Support sales and Account Management in presales activities including customer meetings and production of proposals in relation to Managed Services as required
Drive proposition development in relation to Managed Services, working with Commercial and the CTO
Ensure that the Managed Services team work collaboratively with our Commercial team to identify and fulfil new business opportunities and to drive crossselling and upselling opportunities.
Ensure that all commercial activities within the team are optimized from a profitability / margin perspective

2. Strong Organisation**- Set, and deliver against, strategic and tactical priorities that align with business objectives

Ensure that relevant VLAs (Value Level Agreements) and SLAs (Service Level Agreements) are captured, validated and reported
Develop and manage plans and strategies to improve performance, reliability and operational costeffectiveness
Ensure that strong processes are in place for Managed Service engagements to follow. Ensures consistency of processes across all Managed Service engagements
Leads/Participate in Service Reviews for our largest customers as required
Lead all improvement initiatives relating to reporting, monitoring and risk management across Managed Services Commercial Management
Ensure that estimates are validated and reviewed according to an agreed best practice approach
Act as a point of escalation for your leadership team
Ensure all engagements are being monitored and reported upon in an efficient and consistent way both internally and externally

3. Empowered People**- Provide strategic leadership, oversight and management for your teams.

Be a visible, engaging leader, communicating the compelling future which is ahead for Managed Services.
Engage in all companywide People initiatives to the benefit of your team.
Develop and maintain a team through coaching and performance management against clear quarterly goals aligned with your overall vision.

Qualifications:

Ability to work operationally and tactically day to day, but think strategically to plan and deliver on the future of Managed Services at Version
A strong understanding of the Managed Services market relevant to Version 1, future trends, competitors and their delivery models to allow us to differentiate ourselves and grow faster
A good understanding of the platform required to underpin our operating model and an ability to lead its development and deployment in a costefficient manner
Experienced in monitoring and metrics of a successful, diverse Managed Services business
Proven new business and account management experience
High degree of target driven nature, initiative, independent working, and leadership skills
5 to 10 years of operations management experience leading highperformance teams
Strong analytical an