- Company Name
- Flowtriq
- Job Title
- Head of Managed Services (MSSP)
- Job Description
-
Job Title: Head of Managed Services (MSSP)
Role Summary
Lead and manage the delivery of managed services to ensure high quality, client satisfaction, and efficient operations. Oversee IT Service Management processes, guide a team of service delivery specialists, and ensure infrastructure performance and security meet organizational standards.
Expectations
- Deliver consistent, high‑grade managed services that meet or exceed client SLAs.
- Maintain and improve client satisfaction and retention rates.
- Align service delivery initiatives with business goals and growth plans.
- Drive continuous improvement in processes, metrics, and team capabilities.
- Foster a culture of accountability, collaboration, and excellence.
Key Responsibilities
- Design, implement, and refine ITSM processes (incident, problem, change, release).
- Lead, coach, and develop a high‑performing service delivery team.
- Coordinate cross‑functional collaboration to optimize service offerings.
- Monitor infrastructure performance and security posture, ensuring proactive risk mitigation.
- Manage client engagement lifecycle, including onboarding, performance reviews, and upsell opportunities.
- Develop and track service metrics, reporting on KPIs to senior leadership.
- Oversee resource planning, budgeting, and cost management for managed services.
- Ensure compliance with industry standards and regulatory requirements.
- Drive process automation and tool implementation to increase efficiency.
Required Skills
- Strong expertise in Service Delivery and IT Service Management.
- Proven experience in Managed Services planning, execution, and tactical management.
- Team leadership with ability to build, inspire, and guide high‑performing teams.
- Comprehensive knowledge of infrastructure management and security best practices.
- Excellent communication and interpersonal skills for client and stakeholder engagement.
- Strategic thinking, solution‑focused mindset, and strong problem‑solving abilities.
- Proficiency in ITSM tools (e.g., ServiceNow, BMC, Jira) and security platforms.
- Ability to analyze metrics and drive data‑driven decisions.
Required Education & Certifications
- Bachelor’s degree in Information Technology, Business Administration, or related field.
- Advanced certifications preferred (e.g., ITIL® v4, PMP, CISM, CISSP).
- Experience in cybersecurity or within a Managed Security Service Provider is an advantage.