Head of Managed Service Operations

Focus Group | Hybrid: Shoreham-by-Sea | £75,000

About Focus Group

Focus Group is a £300m-revenue, 1,300-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we're scaling rapidly and investing in AI to transform how we operate and how we serve our 30,000 SME customers.

As we continue to expand our portfolio and scale our operations, we're committed to setting new industry standards in managed service excellence. Our growth trajectory and strategic acquisitions position us as an organization ready to redefine what world-class technical support means in today's rapidly evolving technology landscape.

About the Opportunity

We're seeking an exceptional leader to evolve our managed service operations into a world-class technical excellence engine that drives customer success. You'll transform multi-tiered support operations into a competitive advantage through specialised expertise, dedicated customer focus, and innovative service methodologies that set new industry benchmarks.

What You'll Do

Strategic Leadership

• Lead the evolution of our managed service operations, positioning Focus Group as the premier provider in our markets
• Pioneer service-by-design methodologies and ITIL framework adoption that optimize resolution efficiency while elevating customer experience
• Drive P&L accountability for Managed Service Operations, balancing contract profitability with strategic investment in technical capabilities

Customer Excellence

• Architect dedicated customer desk strategies and sector specialization approaches that deliver differentiated technical value
• Transform technical challenges into customer success opportunities through proactive churn risk identification and remediation
• Achieve measurable improvements in customer satisfaction and retention through technical service excellence

Operational Innovation

• Lead our largest growing area: providing managed service wraps around multiple Focus portfolio offerings to maximize customer value
• Support technical innovation frameworks leveraging emerging technologies to enhance service capabilities

Team Development

• Build world-class technical teams through skills development, succession planning, and performance management
• Partner strategically with Infrastructure and Proactive Services leadership for seamless delivery and compliance excellence
• Foster a culture of continuous improvement and individual excellence across the organization

What You'll Bring

Industry Leadership

• Recognized thought leader in managed services transformation with demonstrated industry influence through sector contribution
• Deep market knowledge with proven ability to position organizations competitively through industry-leading service methodologies that complement product strategy and go-to-market approaches

Operational Excellence at Scale

• Substantial experience leading large-scale service operations functions (~100+ team members) with demonstrable ROI on strategic goals, optimization, and automation initiatives
• Proven track record managing ~15k+ monthly case volumes with consistent SLA achievement and enterprise-level workforce optimization expertise

Transformational Mindset

• Cross-industry experience bringing disruptive improvement practices that challenge established processes and drive breakthrough performance
• Proven ability to lead technical transformation initiatives across large service delivery organizations
• Track record of implementing ITIL frameworks and advanced service methodologies with measurable operational improvements

Technical & Commercial Acumen

• Deep understanding of multi-tiered technical support environments, escalation management, and service optimization
• Strong commercial focus balancing technical investment decisions with profitability and customer success outcomes
• Advanced analytics capabilities to interpret performance data and implement optimization strategies

Relationship & Communication Excellence

• Exceptional ability to build strategic customer relationships through technical excellence and proactive service delivery
• Advanced stakeholder management skills translating technical complexity into business value for customers and executive leadership

Join an organization committed to technical excellence, customer success, and continuous innovation. This role offers the opportunity to shape the future of managed services delivery, lead transformational change, and make a lasting impact on both our business and the customers we serve.

Ready to transform managed services operations?

Apply to learn more about this exceptional leadership opportunity.