Managed Services Specialist

Role Summary

We are seeking an experienced Managed Services Lead to oversee client relationships, service delivery, and commercial governance for enterprise IT infrastructure services. The role is responsible for ensuring SLA compliance, driving continuous service improvement, coordinating cross-functional technical teams, and delivering exceptional customer outcomes while managing overall service performance and stakeholder engagement.

Key Responsibilities

• Client Relationship Management – Act as the primary point of contact, build strong client relationships, and ensure high customer satisfaction.
• Service Delivery & SLA Management – Oversee managed services delivery, ensure SLA compliance, and manage service governance against contractual obligations.
• Commercial & Financial Management – Monitor account profitability, manage commercial commitments, and identify upselling/cross-selling opportunities.
• ITIL Service Management – Drive Incident, Problem, Change, and Risk Management while ensuring continuous service improvement (CSI).
• Reporting & Stakeholder Management – Lead governance meetings, present service performance reports, and coordinate with internal technical and delivery teams.

Key Skills Required

• Managed Services Expertise – 10+ years of experience in Managed Services, Service Delivery, or IT Infrastructure Management.
• ITIL & Service Management – Strong practical knowledge of ITIL v3/ITIL 4, including Incident, Change, Problem, and Service Level Management.
• Technical Knowledge – Good understanding of Cloud (AWS/Azure/GCP), VMware, Windows/Linux, Storage, Networking, Backup, and Disaster Recovery.
• Communication & Relationship Management – Excellent stakeholder management, client communication, negotiation, and executive presentation skills.
• Analytical & Commercial Skills – Ability to analyse SLA/KPI metrics, manage financial performance, prepare executive reports, and drive continuous service improvements.

Please drop your CV to ***email_hidden***