Delivery Head Managed Service

Associate Director Managed Services Delivery & Solutioning

Role Purpose

NewVision is seeking an experienced managed services leader to drive large enterprise Infrastructure / ITIS managed services engagements and support solutioning for new opportunities. Reporting to the Head of Delivery this role will lead delivery at scale build strong customer confidence and help shape commercially sound and operationally viable managed services solutions.

The primary focus of the role is Infrastructure / ITIS Managed Services. Exposure to Application Managed Services is desirable.

Key Responsibilities

• Lead end-to-end delivery of large Infrastructure / ITIS managed services engagements for enterprise customers.
• Own service performance across SLAs KPIs service quality operational stability governance escalations and customer satisfaction.
• Lead customer governance forums operational reviews service improvement discussions and escalation management.
• Manage and scale a 100 member organisation through delivery managers service managers tower leads and other layered leadership roles.
• Drive a strong delivery culture focused on accountability predictability responsiveness and operational excellence.
• Support managed services pursuits through solutioning delivery model definition staffing construct transition planning governance design and customer presentations.
• Contribute to RFPs RFIs due diligence discussions and solution workshops with a strong delivery and operational lens.
• Drive service transition stabilisation continuous improvement and operational maturity across engagements.
• Identify opportunities for optimisation automation standardisation and service efficiency improvement.
• Work closely with sales account and leadership teams to align delivery outcomes with growth profitability and customer goals.

Candidate Profile

The ideal candidate is a seasoned managed services leader with strong experience in running large-scale enterprise Infrastructure / ITIS engagements. They should bring the maturity to lead complex operations manage senior customer relationships handle escalations lead large teams through managers and contribute meaningfully to pre-sales and solutioning efforts.

The role requires someone who can combine operational discipline customer-facing confidence commercial awareness and leadership depth to help strengthen NewVisions managed services capability.

Experience Required

• 18 years of overall experience in IT services with substantial experience in managed services delivery leadership.
• Proven track record in leading large-scale Infrastructure / ITIS managed services engagements for enterprise customers.
• Demonstrated experience managing teams of 100 through layered leadership structures.
• Strong experience in service delivery governance SLA/KPI management escalation handling and operational performance management.
• Experience in solutioning or pre-sales support for managed services opportunities including delivery models efforting staffing transition and governance.
• Good commercial understanding of margins productivity team structure and scalable delivery models.
• Experience in service transition stabilisation and continuous service improvement.
• Strong stakeholder management experience across customers delivery teams account teams and leadership.
• Sound understanding of ITIL-based service delivery principles and enterprise support environments.

Preferred Background

• Experience across infrastructure towers such as service desk end user services workplace support server/platform operations cloud operations network operations command centre or cross-functional IT operations.
• Exposure to Application Managed Services is a plus.
• Experience working in global delivery models with offshore-led or distributed teams.
• Background in large IT services organisations serving enterprise customers in complex multi-stakeholder environments.
• Experience in managed services transitions transformation and automation-led service improvement.
• Participation in RFP responses customer workshops and solution presentations will be an advantage.

Required Experience:

Manager