Director of Managed Services (Cloud)

Context:

The Managed Services function is primarily dedicated to delivering services on Hybrid Cloud and Networking infrastructure including the Telefonica Tech Cloud Platform deployed across our data centre estate, hosting customer workloads containing critical national infrastructure.

The ambition is to develop a Managed Services function that unites our service delivery across the full breadth of our portfolio including AI Business Solutions, Data & AI & Cyber.

The Role:

The Director of Managed Services will be responsible for managing the performance, quality, delivery and profitability of the managed services business function. This will include service design, transition, service and technical operations and continuous improvement of our service offerings to our customers.

This is a pivotal role in the continued growth, development and success of our managed service function. You will lead our Managed Service, one of our core business functions demonstrating focus on people management, client delivery and proposition development.

Our people are the heart of our business. You will inspire and actively engage with our colleagues, and work with them to build strong and trusted relationships with our customers. You will be a confident and articulate presenter, leading a function of over 150 colleagues.

You will need extensive Managed Services experience, and be able to personally shape, influence and deliver quality services to our valued customers. Excelling and making a difference within a dynamic and challenging environment is one of the most stimulating aspects of the role. A technology delivery background is vital, as is knowing when to defer to the technical expertise of the team around you.

You will act as an escalation point and help the team manage a range of client engagements from initial discussions, through to contract negotiation and then into the daily run activities of a Managed Service. This will include managing the profitability of the service, the agreed SLA’s and the overall relationship for the Managed Service. You will need excellent senior management skills.

Commercial experience and entrepreneurial credentials are important skills as are finding innovative ways to meet client requirements.

Main Duties and Responsibilities:

• Leading the Service delivery and operations teams, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery.
• Oversee Service Delivery, ensuring service levels and key performance indicators are met while identifying and being responsible for the Service RAID and improvement plans.
• Manage relationships with customers and suppliers to ensure an effective, efficient and iteratively improved service is delivered. Work closely with the business to identify requirements for new or improved services and develop supporting business cases.
• Provide leadership and management to the function leads within the team and act as a point of escalation and coordination for critical service incidents, issues and customer escalations.
• Provide to the Senior Management Team regular reporting of service levels, identify areas for improvement and demonstrate business outcomes from improvement initiatives.
• Manage the risks identified with the individual services and demonstrate how these are being mitigated or managed.
• Continuously scan and review best practices for the design and delivery of IT service management.
• Ensure the Telefonica Tech Cloud Platform and associated infrastructure remains evergreen
• Assisting in the continual development of key managed service clients both existing and new customers.
• Assistance with the planning and design of new managed services, which includes, tender response, tender pricing, development of managed service solutions.
• Engage with Service Reviews for sensitive customers.
• Help to build relationships with both internal stakeholders and partner organisations
• Input, review and authorisation of Service Improvements initiatives, including but not limited to process and toolset improvements
• The development of staff development and maturity, through training, staff coaching and other initiatives.

Essential Criteria

• Demonstrates the ability to visualise, articulate, solve complex problems and concepts, and make disciplined decisions based on available information.
• Experience of delivering IT services that align an organisation’s vision, mission, objectives, strategy, business and user needs.
• Understanding of the whole life of service strategy, design, delivery and operations, including the technical infrastructure
• Significant track record of Identifying, analysing and managing relationships with and between stakeholders, suppliers and partners.
• Leadership of people and senior stakeholder management
• Budget Management
• Willingness to travel

Desirable Criteria

• Experience of working within a service management organisation delivering services and capabilities to a distributed customer base would be an advantage.
• ITILv4 Experience
• Technical Delivery Experience