Head of Managed & Professional Services

About the role

Reporting to the Operations Director, the Head of Managed & Professional Services will be responsible and accountable for the successful delivery of all contracted services, and for fulfillment of all Professional Services engagements, ensuring that customer satisfaction and quality remain paramount. The role must work closely with other department heads and sales colleagues to ensure that there is a holistic approach to the end to end services that our customers receive, whilst also continually driving service and quality improvements.

Key duties and responsibilities are:

• Creating and driving the strategic direction for Managed & Professional Services
• Ensuring that services meet all statutory requirements and are delivered to SLA, time and budge
• Managing costs, budgets, and forecasts for all Managed & Professional Services
• Establish SLA's, OLA's and KPI's to manage the performance of internal resources, shared services and 3rd party service providers
• Drive continuous, measurable Service Improvement and Development Plans
• Identify operational risks to services and projects, ensuring mitigation actions are recorded and delivered
• Undertake service continuity planning and drive the creation of aligned business continuity plans to mitigate the impact of potential service failure
• Ensure working practices are well defined and operational with minimal disruption, utilising technology to improve efficiency as appropriate
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Responsible for leading and developing a team of people ensuring customer service and quality is at the forefront of all activity and that key customer contracts and project deliverables are understood
• Develop and maintain relationships with key senior stakeholders within our key customers, acting as an escalation point in conjunction with Service Delivery Managers
• Ensure that all incremental services and new contracts are transitioned into support without impacting the customer experience
• Responsible for supporting Sales in identifying opportunities with existing customers
• Ensure all resources have a clear view of their roles and responsibilities and are working in line with company values
• Ensure high-quality, up-to-date documentation exists for all customers and services
• Define a recruitment and talent development process, ensuring appropriate succession planning is in place, whilst continually monitoring employee satisfaction
• Ensure that the technical skill set of the team is in line with the current portfolio offerings and in line with the services roadmap
• Develop and drive a service quality ethic across the delivery teams, both written and verbal
• Continually review and re-engineer processes and procedures as appropriate for changing delivery requirements
• Ensure that technical accreditations and certifications are maintained to support vendor agreements
• Ensure that vendor requirements and standards are continually met, maximising service rebates and reimbursements

Skills, Knowledge and Experience:

• Thorough understanding of the contracted obligations, service agreements and SoW's
• Demonstrably strong financial capability
• Strong reporting and analytical capability
• Strong relationship skills at Senior Management and Director Level
• Excellent people management skills to ensure all teams deliver to their full potential
• Personal attributes; punctual, tenacious, innovative, work on own initiative
• Experience of having led an IT Service organisation, or most of the sub-functions within an IT Service organisation.
• Significant experience in an operational support capacity and managing people
• Ability to plan, run and manage effective meetings at all levels
• Ability to communicate effectively, both verbally and in writing, at all levels
• Good interpersonal skills, ability to build and maintain positive relationships whilst providing support and guidance to maximise team performance
• Work well under pressure, excellent time management, good team worker, ability to multi-task
• Excellent ITSM Toolset knowledge with the ability to extract and analyse date/reporting. ServiceNow knowledge would be a real advantage
• ITIL Foundation v3 minimum, preferably Foundation v4

Who are Jigsaw24

We put people first in a culture that's reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.

We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here

Benefits at Jigsaw24

You will receive a wide range of benefits working at Jigsaw24 including:

• 26 days holiday
• Health cover including access to GP anytime, annual reimbursements for optical and dental to name a few as well as counselling and wellbeing services
• Cycle2work
• Travel to work loan
• Free on-site parking
• Staff purchase scheme on fantastic Apple products and more
• Unlimited bistro coffee and tea facilities
• Enhanced family-friendly policies
• Pension scheme
• Electric Vehicle scheme
• Life cover

We are always on the lookout for hungry people who want to realise their potential. It's not just about filling existing vacancies – it's about what you can achieve. As a business, we never stand still. In fact, we encourage our people to follow their own path and help us improve how we all work. To find out more please visit our "about us" section on our website by clicking here

From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we're determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.