Head of Managed Services

About Us

At Ingentive, we are a Microsoft Elite Partner recognised as one of the Great Places to Work, and proud to hold all seven Microsoft solution designations. As a member of the Microsoft Inner Circle, we rank in the top 1% of partners globally, and were recently named Microsoft’s #2 enterprise partner for driving advanced agentic AI transformations.

We specialise in transforming business systems through AI-led application development and process optimisation, with a strong focus on both Power Platform, the Dynamics 365 stack for CRM and ERP. Our mission is to help organisations unlock value by combining intelligent agents, natural language interfaces, and low-code platforms to build scalable, governed solutions that solve real business challenges.

Award-winning and innovation-driven, we are at the forefront of the shift from traditional low-code to intelligent business applications empowering fusion teams to deliver faster, smarter, and more impactful outcomes.

The Role

The Head of Managed Services is responsible for the overall strategy, delivery, and commercial performance of Ingentive’s Managed Services function. This is a leadership role combining service ownership, client engagement, operational excellence, and team development.

You will lead both onshore and offshore teams, own service quality and client satisfaction, and work closely with Sales and Consulting to grow Managed Services revenue.

You will define the Managed Services operating model, embed ITIL-aligned processes, oversee Dynamics 365 support delivery, and ensure services are scalable, efficient, and commercially successful.

Key Requirements

• Strong hands-on knowledge of Microsoft Dynamics 365, including experience supporting
• live production environments.
• Solid working knowledge of ITIL, with practical experience running ITIL-aligned service
• operations (Incident, Request, Change, Problem, Continual Improvement).
• Proven project management capability, including client onboarding, service transitions, and
• operational improvement initiatives.
• Demonstrable experience leading onshore and offshore delivery teams.

Essential Expertise

• 8+ years’ experience in Managed Services, Service Delivery, or IT Operations leadership roles.
• Proven track record of building, scaling, and leading Managed Services teams.
• Strong experience operating ITSM platforms and service governance frameworks.
• Demonstrable ownership of service performance, client retention, and commercial
• outcomes.
• Experience managing senior client relationships, escalations, and renewals.
• Deep working knowledge of Dynamics 365 within Managed Services environments.
• Experience across the Microsoft ecosystem (Dynamics 365, Power Platform, Azure, Microsoft
• 365).
• Demonstrable experience delivering projects end-to-end, including planning, stakeholder
• management, risk, and delivery tracking.

Responsibilities:

Managed Services Strategy and Growth

• Define and own Ingentive’s Managed Services strategy, roadmap, and operating model.
• Develop scalable service offerings aligned to client needs and Microsoft capabilities.
• Partner with Sales and Consulting to support pipeline, onboarding, and service expansion.
• Identify and drive opportunities for growth within existing client accounts.
• Client Engagement
• Act as sponsor for key Managed Services clients.
• Own senior client relationships and service reviews.
• Serve as the final escalation point for critical service issues.
• Ensure consistently high levels of client satisfaction and retention.
• Service Delivery and ITIL Ownership
• Own the Managed Services delivery framework, ensuring strong ITIL alignment across
• Incident, Request, Change, Problem, and Continual Improvement.
• Provide strategic oversight of the ITSM platform and service tooling.
• Establish clear SLAs, KPIs, reporting, and governance structures.
• Drive continual service improvement through optimisation and automation.

Commercial & Contract Management

• Own Managed Services financial performance including renewals, forecasting, and margin
• optimisation.
• Lead contract renewals in partnership with Sales.
• Maintain visibility of renewal pipelines, risks, and opportunities.

Team Leadership

• Lead a multi-disciplinary Managed Services organisation across onshore and offshore teams.
• Ensure consistent service quality and ways of working across locations.
• Manage capacity, utilisation, performance, and skills development.
• Create a culture of accountability, collaboration, and continuous improvement.
• Project Management and Operation Change
• Lead client onboarding and service transitions using structured project management approaches.
• Deliver operational improvement initiatives with clear ownership, timelines, and outcomes.
• Coordinate across Sales, Consulting, Engineering, and Operations to deliver change effectively.

Success Measures

Performance will be measured against:

• Service performance (SLA and KPIs)
• Client satisfaction and retention
• Commercial performance (renewals and revenue)
• Operation maturity and scalability
• Team engagement and capability development

Teammates’ benefits:

• Bonus Schemes
• Life Assurance
• Private medical cover
• Group income protection
• Great Company Pension
• Enhanced Sick Pay
• Enhanced Family Leave Pay
• Volunteering Leave
• Recognition and loyalty award scheme
• 24/7 access to EAP including Wisdom AI app
• Bright Exchange marketplace
• Hybrid working from our Central London Office

Successful applicants must have the right to work in the UK and a basic DBS check is required for this position. Ingentive are committed to equality of opportunity, diversity and inclusion.

We welcome applications from all suitably qualified candidates. As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.