The Role
The Head of Managed Services is responsible to OryxAlign’s Chief Operating Officer for the successful delivery of all aspects of the Managed Services business unit. The Managed Services business unit consists of several integrated functional teams: Service Desk; off-shored Network Operations team; Service Transition; Service Delivery Management, including on-site engineering support; Platform Engineering; and Service Management (approx.60 staff).
As one of three business unit leads, the successful candidate will play a pivotal role in OryxAlign’s Senior Leadership Team (SLT).
Specifically, the role’s responsibilities are defined as:
- Overall accountability and responsibility for the performance and development of the Managed Services business unit, including P&L responsibilities and the ability to drive and manage concurrent ‘plan, refine, execute’ activity cycles.
- SLT and Board-level business unit internal reporting to support driving operational and strategic decision-making; provides performance reporting on all service operations metrics, including productivity and profitability.
- Service performance external client-facing reporting, including second and third-order analysis to determine trend analysis and problem management requirements.
- Deliver business unit maturation in an integrated fashion in order to support the wider development and betterment of OryxAlign’s broader operating model, including appropriate decision support tools and alignment with industry-recognised best practices.
- Develop and sustain trusted, valued relationships with a broad client base with a specific emphasis on OryxAlign’s strategic clients.
- Support the Business Plan planning.
- Deliver agreed business unit objectives in support of an annualised Business Plan and multi-year business vision.
- Responsible for effective capacity and resource planning to ensure all service KPIs and contractual commitments are met, including user experience management.
- Drives the profitability and efficiency of the Managed Services Business Unit.
- Enforces good practice in ITIL processes, as the authoritative source for all service operations-related matters.
About You
You’ll be a highly capable, experienced leader who will continue to develop and evolve OryxAlign’s largest business unit in delivering a suite of managed services to a broad range of clients.
As a member of the SLT, you will have deep-domain experience of service operations, including service performance and best-of-breed technologies, systems, processes and applications, which underpin a successful MSP. Additionally, a solid grasp of cyber security threats, resilience and support. The application of information services in achieving operational advantage will be required to contextualise the importance of managed services to our clients.
Skills & Experience
- Proven expertise in developing and driving a managed services business unit, including people, process and team integration, P&L responsibilities and change.
- Excellent problem-solving, judgement and decision-making, including prioritisation, emotional intelligence and the ability to succeed in an often operationally challenging environment.
- Refined communications skills across all mediums, including oral and written and the propensity to inform, influence, convince and compel.
- Pre-dominance to collaborate and objectively build understanding and shared situational awareness based.
- Support multi-year planning requirements while concurrently delivering in-year activity.
- Project, Programme and Portfolio management awareness, including capability development.
- PSA experience, specifically ConnectWise Manage and Automate, is highly desirable.
- Operate with autonomy based on Board and SLT intent.
Our Benefits
There are many great reasons to work for us, including our fantastic team-working environment geared towards promoting ideas and delivering solutions to our clients. We consistently develop and train our staff in order to provide the best possible support to our clients and their career growth.
Our benefits include:
- Annual Performance-based Discretionary Bonus up to 10%
- Hybrid Work
- Private Medical Insurance
- Group Pension (3% contributor)
- Life Insurance
- Udemy training platform access
- Employee Wellbeing initiatives
- Long Service leave awards
- Employee recognition
- Volunteer Days
Diversity & Inclusion
OryxAlign prides itself on its People and Culture. We are an equal opportunity employer and do not discriminate based on age, disability, gender reassignment, pregnancy, maternity, race (which includes colour, nationality and ethnic or national origins), sex or sexual orientation, religion or belief, or because someone is married or in a civil partnership.
