Job Description:

We are a dynamic, subscription-based startup aiming for rapid global expansion. Our mission is to deliver exceptional digital experiences and value-driven services to our partners and end-users worldwide. We are looking for a strategic and experienced Managed Service professional to lead our diverse global teams, develop and implement initial service designs, and improve plans.

The Role

As Head of Managed Services you will oversee multiple managed service areas, including application support, content publishing, digital marketing support through owned channels, translation services, Leads and Data as a Service (LaaS and DaaS) for partners, and customer support for end-users.

Reporting into the Chief Solution Officer, you will focus on the initial design and optimization of services, developing service catalogues, and implementing methodologies to foster a culture of continuous improvement.

You will manage teams across diverse global locations ensuring high-quality service delivery.

Responsibilities

Service Design and Implementation: You will lead the development of initial service designs across all managed service areas, ensuring agreement on our goals and partner requirements.
Service Delivery Management: You will oversee the delivery of managed services, including application support, content publishing, digital marketing support, translation services, LaaS and DaaS, and customer support.
Application Support: You will manage the application support team to ensure the stability, reliability, and performance of all applications.
Content Publishing and Digital Marketing Support: You will oversee content publishing and digital marketing support activities across owned channels, including websites, social media, and email campaigns.
Translation Services: You will manage translation services to provide accurate, culturally relevant translations for marketing materials, product documentation, and customer communications.
Lead Data as a Service: You will oversee the delivery of the LaaS and DaaS function to deliver high-quality data and lead generation services for partners, ensuring compliance with data privacy regulations.
Customer Support for End-users: You will set up and oversee the customer support function, ensuring high levels of service delivery across multiple channels (phone, email, chat).
Continuous Improvement: You will implement methodologies to foster a culture of continuous improvement.
Global Team Leadership and Development: You will manage diverse, geographically dispersed teams across multiple service lines, engendering a culture of collaboration and accountability.
Team member Management and Collaboration: You will be a primary contact for all partners regarding managed service delivery, ensuring collaboration.
Financial and Resource Management: You will manage budgets for all managed service areas, ensuring cost-effective service delivery.

Qualifications

Education: You will have a Bachelor's degree in Business Administration, Operations Management, Information Technology, Marketing, or a related field.
Experience: You will have 7-10 years plus of experience managing multiple service lines, including application support, content publishing, digital marketing, and customer support.
Leadership: You will have experience managing large, geographically dispersed teams.
Service Management Expertise: You will have in-depth knowledge of service design principles, service catalogue development and service management frameworks (e.g., ITIL, ISO 20000).
Operational Excellence: You will have experience in driving operational efficiency, process improvement, and service excellence.
Analysis: You will be analytical, with experience using data to guide decision-making and improve service delivery.
Communication: You will engage team members at all levels.
Project Management: Proficiency in project management tools and methodologies, with experience managing complex projects.
Flexibility: You will adapt to a versatile working environment where project requirements can change.

Additional Information

You'll have a great compensation package, private health & dental insurance, corporate discounts and career development through Dentsu University, and free access to LinkedIn learning.
29+ days of annual leave (25 days of regular holidays, birthdays off and 3 additional wellness days).
We also offer the opportunity to volunteer for up to 2 days per year and tend to close down the agency between Christmas and New Years.
You'll have a hybrid working schedule, with flexible start/end hours.

Location:
London

Brand:
Merkle

Time Type:
Full time

Contract Type:
Permanent

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Head of Managed Services