Job Description

The Director of Managed Services, Client Solutions will own the strategic growth, commercial performance and operational development of our client’s global managed services offering.
This role is responsible for transforming managed services into a scalable, productised and high-growth recurring revenue stream, while maintaining best-in-class service delivery, client satisfaction and SLA performance across enterprise clients. The role sits at the intersection of commercial strategy, client engagement, service design and operational execution, and is a key leadership position within our client’s future growth agenda.

Role Overview
Our client is a leading global audio-visual integrator, providing AV support and event services across multiple client partnerships globally.
Our immediate requirement is for an experienced Director of Managed Services, Client Solutions, to be a key part of our Surrey team, taking full responsibility for:
• Defining and delivering the support/managed services growth strategy, with full ownership of revenue, margin, utilisation and profitability.
• Driving new business development and account expansion, converting project-based clients into long-term support services contracts.
• Leading the productisation and innovation of scalable support services offerings, underpinned by clear value propositions and SLAs.
• Building and maintaining senior client relationships, acting as the escalation point for key enterprise accounts.
• Providing commercial leadership across sales, operations and service delivery to facilitate all business opportunities.

Key Accountabilities
1. Managed Services Strategy & Growth
• Define and deliver a managed services growth strategy aligned to our client’s wider commercial objectives, supporting BAU, project and regional sales revenue.
• Drive a land-and-expand strategy within existing enterprise clients, converting project-only customers into long-term managed services contracts.
• Identify and prioritise target verticals (e.g. financial services, legal, corporate) and develop tailored managed services propositions for each.
• Support the commercial performance of the managed services function by driving revenue growth, maintaining strong margins, optimising utilisation and improving customer retention.

2. Service Productisation & Innovation
• Design, package and price scalable managed services offerings, including (but not limited to):
o Managed video conferencing
o VIP/white-glove support
o Estate/room health checks
o Digital signage & content management
o AV room certification services
• Develop clear value propositions, ROI models and SLA frameworks to support sales and renewals.
• Own the managed services product roadmap, including automation, tooling and service innovation initiatives.
• Work closely with operations, technology and partners to ensure services are repeatable, measurable and scalable.

3. Client Engagement & Account Expansion
• Own senior stakeholder relationships within key enterprise accounts.
• Map client organisations to identify decision-makers, influencers and expansion opportunities.
• Establish a structured cadence of face-to-face engagement, executive reviews and service governance.
• Support contract renewals, tenders, RFPs and client presentations as required.

4. Commercial Leadership & Team Management
• Lead and develop the commercial/managed services team, setting clear targets and accountability.
• Define and agree divisional budgets, forecasts and growth plans.
• Set individual objectives, conduct performance reviews and support professional development.
• Promote managed services capabilities across the wider sales organisation to drive internal alignment and pipeline generation.

5. Operational Oversight & Performance
• Work in close partnership with operations to ensure managed services delivery meets or exceeds SLAs.
• Analyse coverage, utilisation and performance data to identify gaps, risks and opportunities.
• Define resourcing strategies across employed engineers, contractors and partners globally.
• Ensure accurate forecasting, CRM hygiene and reporting to senior leadership.
• Monitor invoicing, revenue recognition and financial performance against targets.

6. Governance, Reporting & Leadership
• Report regularly to SMT on managed services performance, risks and growth opportunities.
• Contribute to the wider strategic direction of our client as part of the senior leadership team.
• Ensure managed services aligns with our client’s quality, compliance and brand standards.

Success Measures (12–18 Months)
• Sustainable growth in managed services recurring revenue
• Increased penetration of managed services within existing enterprise clients
• Launch and adoption of new productised managed services offerings
• Improved utilisation, SLA performance and delivery efficiency
• Strong client advocacy, retention and reference ability
• A scalable managed services operating model capable of supporting global growth

Experience & Profile
• Senior leadership experience in managed services, enterprise services or solutions-led organisations
• Experience productising services and taking them to market
• Comfortable engaging at board and C-suite level with enterprise clients
• Data-driven, structured and operationally credible
• Collaborative leader able to influence sales, operations and technology