Join our Team as Head of Enterprise Managed Services
Location: Whiteley
Salary: Competitive + On Call / Out of Hours
Hours: Mon-Fri : 08:30-17:30
About the role:
Are you a strategic leader with a passion for delivering exceptional technical support? As Head of Enterprise Managed Services, you’ll take ownership of our 24x7 Technical Support operation, leading Tier 1 and Tier 2 teams and overseeing our Out-of-Hours, Duty Manager, Incident, and Problem Management functions.
This is a high-impact role where you’ll drive service excellence, lead continuous improvement, and ensure our customers receive outstanding support across telephony, cloud, and connectivity solutions.
If you thrive in a fast-paced, SLA-driven environment and love leading high-performing teams, this is your opportunity to make a real difference.
What makes you a great fit:
- Proven experience in a Managed Services environment with SLA accountability
- Strong understanding of ITIL, especially Incident Management Lifecycle
- Technical knowledge of telephony, cloud, and connectivity solutions
- Experience in resource planning, scheduling, and service desk operations
- Skilled in developing and implementing support processes and SLAs
- Inspirational leader with strong people management and coaching skills
- Excellent communication and stakeholder engagement abilities
- Proactive, adaptable, and results-oriented
- Comfortable managing high-impact incidents and escalations
- Committed to continuous improvement and customer satisfaction
Key responsibilities:
- Lead and manage 24x7 Technical Support teams, including rota and resource planning
- Own Incident and Problem Management processes and act as escalation point for P1s
- Monitor SLA performance and ensure prioritisation aligns with customer expectations
- Drive continual service improvement and operational efficiency
- Oversee quality assessments and team capability development
- Provide performance reports and insights to senior stakeholders
- Collaborate with internal teams and suppliers to resolve issues and enhance service delivery
- Support onboarding of new products, suppliers, and acquisition integrations
- Host major incident bridges and manage customer communications
- Conduct post-incident reviews and produce RCA reports
- Align closely with Projects and Service Delivery teams for seamless customer handovers
- Champion improvements to CSAT and NPS scores
- Represent the support function in customer and supplier meetings
Perks for our People:
- Holidays: 25 days + bank holidays and buy/sell options
- Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
- EV Scheme: Lease a brand-new electric car
- Lifestyle: 9% combined pension contribution and 4x salary life assurance
- Rewards: Quarterly and annual employee awards, discounts on tech
- Socials: All-expenses-paid company events
- Development: In-House Training Academy
- Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
Who we are:
Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
Our values:
We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.
ED&I:
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.