Head Of Managed Services Operations

Roles & Responsibilities

• 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.
• Develop and sustain trusted, valued relationships with a broad client base with a specific emphasis on MTM’s strategic clients.
• Support the Business Plan planning.
• Drives the profitability and efficiency of the Managed Services Business Unit.
• Deliver business unit maturation, including appropriate decision support tools and alignment with industry-recognised best practices.
• 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.
• Service performance external client-facing reporting, including second and third-order analysis to determine trend analysis and problem management requirements.
• 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.

• Support multi-year planning requirements while concurrently delivering in-year activity.
• 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.
• Experience in the same position more than 5 years
• Project, Programme and Portfolio management awareness, including capability development.
• Bachleor Degree (Master Degree is preferred)
• Strong partnership and familiar with talent sourcing
• Pre-dominance to collaborate and objectively build understanding and shared situational awareness based.