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The Position
The
Director of Managed and Support Services will play a pivotal role in Electrosonic transformation to a service-led organisation. This is a strategic and operational leadership role, responsible for delivering exceptional service experiences, driving customer satisfaction, and developing scalable services that deliver long-term value to clients.
You will lead and evolve our support services, field service operations, and managed services portfolio while collaborating cross-functionally with sales, project delivery, IT, and product development. This role is also responsible for developing the technology stack and processes needed to scale service delivery, in close partnership with the IT team.
This role reports to the Chief Executive Officer and leads a diverse team. As the senior leader, it is an opportunity for someone to build and drive a team focused on growth while maintaining a high level of execution and P&L success.
What You Will Be Doing
Service Delivery & Customer Experience
- Ensure consistent, high-quality delivery of managed and support services across all regions.
- Own and improve service performance metrics such as SLA compliance, uptime, issue resolution time, and client satisfaction.
- Develop a service culture focused on reliability, responsiveness, and continuous improvement.
- Work with leaders of other lines of business to develop consistent customer experience for our clients and partners.
Strategic Leadership & Transformation
- Lead the transformation of Electrosonic into a service-led business by building scalable offerings and driving internal change.
- Promote a customer-centric mindset across the organisation, advocating for the voice of the customer in decision-making.
- Collaborate with the executive team to align service strategies with overall business goals.
Service Development & Commercialisation
- Manage the full Service P&L with accountability for revenue growth, cost optimisation, and improved profitability.
- Own the forecasting process for the Service P&L, including pipeline tracking, service contract conversion, renewal rates and margin analysis.
- The role targets 15% annual growth of the service bank, supported by effective commercial strategies, strong team execution, and clear performance metrics, such as utilisation.
- Design and launch new service offerings that meet evolving client needs and generate recurring revenue.
- Work with commercial teams to define pricing, packaging, and go-to-market strategies for service products.
- Continuously monitor market trends, competitor activity, and customer feedback to inform innovation.
- Ensure our service offerings align with our Systems Integration offerings.
Technology & Process Enablement
- Partner with the IT function to develop and implement the tech stack required to manage and scale services efficiently (e.g., ticketing systems, remote monitoring, reporting dashboards).
- Introduce automation and digital tools to streamline workflows and enhance customer interactions.
- Standardise service delivery processes to ensure consistency and efficiency across all geographies.
- Ensure global consistency of our systems and processes.
Leadership & Team Management
- Serve as a key member of the UK management team and a senior leader for the UK region, contributing to regional strategy, operational decision-making, and leadership alignment.
- Lead and inspire a team of service professionals, including field technicians, support staff, and service managers.
- Foster a high-performance culture with clear accountability and ongoing professional development.
- Support workforce planning to ensure adequate resourcing aligned with business demand.
Cross-functional Communication and Collaboration
- Ensure ongoing, cross functional communication to maintain liaison and collaboration on service offerings, industry trends and emerging technologies with Managed and Services lead in US.
- Ensure seamless integration and collaboration across departments to support operational efficiency and customer satisfaction.
What You Will Bring To The Role
- Proven leadership experience in managed services, support services, or service delivery within a technology-driven business.
- Strong track record of improving customer experience, service operations, and scaling recurring service models.
- Demonstrated ability to lead change in a complex, multi-regional business environment.
- Strategic mindset with commercial acumen and hands-on operational capabilities.
- Experience developing and implementing service technologies and platforms (e.g., ITSM, CRM, RMM).
- Excellent communication, collaboration, and stakeholder management skills.
- Passion for continuous process refinement and improvement
- Ability to work with executive stake holders to drive change through a cross functional organisation
- Degree-level education or equivalent experience in a relevant field; advanced business or management training (e.g. MBA or equivalent) is an advantage.
What We Offer
- Excellent opportunities for career development
- Investment in your learning and development
- Working from home flexibility
- Employee Recognition Scheme
- 23 days holiday plus bank holidays
- The opportunity to purchase additional holiday
- Health Cash Benefit
- Season Travel Ticket Loan
- Cycle to Work Scheme
- Tech-scheme
- Friendly and supportive working environment
At Electrosonic diversity, equity and inclusion (DEI) are fundamental to our mission of designing, building, and supporting innovative technology solutions that create lasting experiences where people live, work, and play.
Job Posted by ApplicantPro 
