PURPOSE
The Managed ICT Services Head is a senior leadership position responsible for the strategic direction, operational excellence, and regional and overall growth of MICTS. This group currently offers Managed Infrastructure and Managed Security services, with significant opportunities for expansion into new managed ICT service areas. The role requires a leader with expertise in managed services, a focus on security operations and compliance, and a proven ability to drive business expansion and service readiness.
DUTIES AND RESPONSIBILITIES
Strategic Leadership and Business Growth
- Develop and execute the strategic roadmap for MICTS.
- Identify, evaluate, and prioritize new MICTS offerings.
- Lead the planning, development, and deployment of new managed services, ensuring market readiness, scalability, profitability, and ISO 27001 adherence.
- Drive revenue growth and profitability for the MICTS portfolio.
- Lead and support initiatives for regional expansion of MICTS.
- Collaborate with Sales and other internal groups for go-to-market strategies and client engagement.
Operational Excellence and Service Delivery
- Oversee end-to-end delivery of all services, ensuring high availability, performance, and SLA adherence.
- Optimize operational processes, tools, and methodologies for efficiency and quality.
- Maintain ISO 27001 certification through continuous adherence to ISMS policies and controls.
- Implement robust IT service management processes (incident, problem, change, configuration).
- Manage critical vendor relationships.
Team Leadership and Development
- Lead, mentor, and develop a high-performing team.
- Foster a culture of continuous improvement, innovation, and customer-centricity.
- Manage performance, identify training needs, and support career development.
- Ensure adequate staffing and resource allocation.
Client Relationship Management
- Serve as a key escalation point for critical client issues.
- Build and maintain strong client relationships.
Compliance and Risk Management
- Ensure all managed services operations comply with industry standards, regulations, and ISO 27001.
- Oversee information security risk assessments and mitigation.
- Maintain comprehensive documentation for services and compliance.
QUALIFICATIONS
- 10-15 years progressive experience in IT services, with 5-7 years in senior Managed Services leadership
- Proven track record in managing and growing a Managed Services portfolio, including new service launches
- Extensive experience with Managed Network and Managed Security services
- Demonstrable experience working within and maintaining an ISO 27001 certified environment
- Preferred certifications: ISO 27001 Lead Implementer/Auditor, ITIL Expert or Master, Relevant industry certifications (e.g., CISSP, CISM, CCNP, PMP, cloud certifications)
COMPETENCY
- Deep understanding of IT infrastructure, networking, cybersecurity, cloud technologies (e.g., AWS, Azure, GCP), and enterprise applications
- Familiarity with ITIL v4 framework and service management best practices
- Knowledge of various managed service models and technologies
- Exceptional leadership, strategic thinking, and business acumen
- Strong communication, presentation, and interpersonal skills
- Ability to drive change, innovate, and adapt in a fast-paced environment
- Excellent problem-solving, decision-making, and organizational skills
- Results-oriented with a focus on quality and customer satisfaction
