The Head of Managed Services is accountable for the successful delivery of all Natech Managed Service engagements and
for providing a continuous revenue stream for Managed Services globally, creating new service lines, and enhancing and maintaining existing services. The Head of Managed Services provides leadership, direction, and guidance to the Managed Services team to ensure high standards of delivery and smooth running of our Managed Service engagements. He reports to the Chief Customer Success Officer.
Your Responsibilities will include:
Responsible for monitoring and managing key Managed Services KPIs including profitability,
billable utilization, revenue delivery (actual vs expected), and margin, whilst identifying areas
of improvement in relation to:
• Contractual Compliance
• Customer Satisfaction
• Resourcing and Scheduling
• Processes and Quality
• Resource Management
General Management
• Provide strategic leadership, oversight and management for IT professionals
• Develop and maintain a team through coaching and performance management
• Build strong client relationships
• Support Natech Account Management and Sales Teams in cross-selling and up-selling additional
Managed Services
Delivery Management
• Experience working with resource providers and partners to augment the core Managed
Services resourcing
• Set, and deliver against, strategic and tactical priorities that align with business
objectives
• Ensure that relevant SLAs are captured, validated and reported
• Develop and manage plans and strategies to improve performance, reliability and
operational cost-effectiveness
• Manage the Natech Managed Services Resourcing and Scheduling – right people
on the right projects at the right time
• Ensure that strong processes are in place for Managed Service engagements to
follow. Ensures consistency of processes across all Managed Service engagements
• Responsible for the maintenance, ongoing delivery, and solutions growth into
existing clients
• Leads/Participates in Service Reviews as required
• Act as a point of escalation as required
• Ensure all engagements are being monitored and reported upon in an efficient and
consistent way both internally and externally
• Responsible for full end-to-end management of the managed services lifecycle
from, but not exclusive to; templates in/out, proposals in/out, framework
negotiation and operational support, service escalation, client reviews and overall
engagement within the customer
• Lead all improvement initiatives relating to reporting, monitoring and risk
management across Managed Services
Commercial Management
• Set, and deliver against, strategic and tactical priorities that align with business
objectives
• Ensure that estimates are validated and reviewed according to an agreed best
practice approach
• Support sales and Account Management in pre-sales activities including client
meetings and production of proposals in relation to Managed Services as
required
• Support the Sales team with proposition development in relation to Managed
Services
• Ensure that the Managed Services team work collaboratively with Account
Managers to identify and fulfil new business opportunities
• Ensure that financial objectives for all Managed Services are met
• Take responsibility and work closely with support divisions regarding contracts,
invoicing, payment chasing, etc, being fully aware of any debt position within
the division and ensuring all debtors fall within specified payment terms
• Understanding of targets and forecasting of revenue anticipated from each client
relating to Revenue, Profit, Margin
• Manage and monitor the Managed Services forecast and budgets in-line with
Natech financial reporting cadence
• Develop costing models for managed service offerings
• Ensure that all commercial activities within the team are optimized from a
profitability / margin perspective
Requirements
- Minimum 10 years of operations management experience leading high-performance
- Teams across Delivery, Solutions and Managed Services
- Strong analytical and numerical skills
- Strong organizational and team leadership skills
- Advocate for proven standardized processes and methodologies
- Experience managing budget, cost, and pricing of Managed/Support services
- Experience with monitoring and metrics of a global Managed Services business
The Person who matches our Culture has:
- Excellent analytic and problem-solving skills with high attention to detail.
- Flexibility and adaptability that can help them transition easily between products and projects, assuming necessary initiatives when needed.
- A methodical personality with advanced organizational skills, comfortable adhering to defined rules and procedures.
- The capability of communicating politely and effectively across levels of seniority and cultures, working under one's own autonomy, as a member, or a leader of a fast-moving cross functional team.
- Assuming ownership and pride in outstanding performance and its impact on the company’s success.
- Excellent written and verbal communication in Greek and English.
Benefits
oin a motivated team that values respect, support, and joy of life and enjoy….
- Competitive remuneration package based on seniority.
- Meal allowance.
- Private Health and Life insurance fully sponsored by the company.
- Private Pension Scheme for the employee fully sponsored by the company.
- Stock Options Plan.
- Work-life balance initiatives, including a hybrid model.
- Free Benefits according to the local labor law (e.g., social security, leave of absence).
- Participation in impactful international projects from both technological and business aspects.
- Opportunities for professional and personal development through activities, training, events, and conferences, both in Greece and abroad.
- Onboarding support from a dedicated Buddy.
We invite you to APPLY and join an international, dynamic, and fast-growing company, by submitting your CV in English until, October 31th, 2024.
Diversity, Equality, Inclusion, Belonging
- We are an equal opportunity employer with a commitment of providing a work environment that respects the dignity and worth of everyone.
- We recognize and value the benefits and strengths that diversity brings to our employees, and we thrive in an environment that encourages respect and trust.
- We welcome and celebrate each unique characteristic a person holds (including, disability, gender identity, or expression).
Learn how we deal with GDPR Compliance
Take a look at our Careers Page and learn more about our work environment!
