Dimension Data Head of Technical Services in London, United Kingdom
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 50 countries and more than 30 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.
Want to be part of our team?
The Head of Technical Services (HoTS) operates at a country level and forms part of the Services Leadership job family. The main responsibility of the HoTS is to assist with the formulation and implementation of a service strategy and organisational capability that provides a vision and forward direction for technical services within Dimension Data UK. They take responsibility for managing and growing a sustainable and profitable technical and managed services practice aligned to the strategy of the overall business and. They contribute to providing guidance on leveraging service management capabilities to effectively deliver value to customers and illustrate growth for DDUK..
What you'll be doing
Develop Service Strategy
This person displays proactive business leadership capabilities and has experience and proven competence as a manager that can successfully manage a business unit, profit and loss and lead a team of technical people. The HoTS has a good understanding of the business objectives, market trends and client requirements to contribute to the development of a technical and managed service practice that is aligned to the business strategy and goals and builds a seamless service operation. They consider the demands of the market and the offering of competitors as well as service demands and customer outcomes to shape and develop competitive service strategies. These individuals assist with the design, development and implementation of service management not only as an organisational capability but also as a strategic asset. They plan the service lifecycle from concept to retirement and assist the business in positioning itself to deal with the costs and risks associated with its services portfolio. This services strategy is developed into the plans and actions assigned to specific roles and responsibilities in their teams.
The Head of Technical Services is one of the key drivers of strategy implementation for the Professional and Managed Services Leadership in country. He or she maintains good knowledge of industry trends working with global and local marketing and applies this knowledge to assist with the development of the strategic direction of their team, to set annual growth targets and manage the internal organisational impacts on the team in terms of resourcing, financing and up skilling.
The person displays proactive business leadership capabilities and has experience and proven competence as a manager that can successfully manage a business unit, profit and loss and lead a team of people for the Technology Delivery and Managed Service areas including:
Translation of consulting roadmaps into High Level Designs
Delivery of staging and installation, transition and transformation.
Delivery of Managed Services
The HoTS displays very good client engagement skills and are able to support his/her technical and managed services teams in complex engagements by generating demand through acting as trusted advisor. They leverage their relationship skills and knowledge of the client environment to assist and influence the client. They lead their team by example, and continuously drive for client
satisfaction by ensuring that their services teams display the appropriate level of client engagement. This manager is required to take a leadership role in structuring and planning client engagements by understanding the client’s business needs and technology strategy. They support Sales teams in negotiating and executing sales activities and directly and indirectly driving revenue. They ensure that the sales teams are equipped with the required knowledge to promote increased sales and ensure that the Technical Services team actively collaborates with and coach Sales Specialists to drive opportunities to closure.
The HoTS assumes day-to-day management responsibility for the Technical and Managed Service business by ensuring that the required process, policies and tools relating to financial, people, marketing and delivery management are in place.
He or she will takes responsibility for ensuring that his/her team of technical staff deliver on client requirements according to agreed contracts for the following key areas:
Service management review
The HoTS takes responsibility for determining the status of services in each step of the services lifecycle by collaborating with a variety of internal stakeholders. They establish internal controls to ensure management validation checks that ensure that services goals are being achieved and that business value is being realised throughout the services lifecycle. They measure the actual progress achieved against the initial criteria that was established in the planning phase.
They ensure that the business units meet its profitability targets, maximising revenue per billable resource within agreed cost constraints and without compromising the integrity and standards of the company. These individuals participate in the setting of the business unit budget and provide assistance on bids for major contracts with both customers and subcontractors. They establish and control revenue and expense budgets for the business unit. They are required to successfully manage and monitor business metrics such as achievement of gross profit and revenue targets, cost management, forecasting accuracy and appropriate headcount ratios.
They act as people managers by partnering with the organisation to attract the right technical or managed services talent and ensuring that their team is staffed according to requirements and that all team members are fully utilised. They ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members. The HoTS ensures that his or her team is rewarded and remunerated according to their performance.
This manager contributes to the successful growth of Dimension Data in region by contributing to strategy in the relevant forums, advising colleagues of client and industry trends. They also continuously contribute to the improvement of internal effectiveness by contributing to improving current methodologies, processes and tools. As corporate citizens they act as role-models to the technical and managed services teams, they display assertiveness and act as an example when it comes to client satisfaction. The HoTS maintains integrity, displays reliability and recognises his or her direct reports, whilst building a cohesive team. They are motivational and inspirational leaders with superior decision making skills. These individuals are meticulous with good project management ability. They have well-developed strategic thinking capability and good analytical skills. They are service orientated individuals who are able to create client value whilst maintaining profitable business results. They have a thorough understanding of business processes and strategic objectives and can translate these into services that create a competitive edge for Dimension Data. They possess good communication skills (both verbally and written) and employ these skills to interact with a variety of stakeholders and the ability to engage in difficult situations.
What would make you a good fit for this role?
Education, Training and Experience
Considerable experience of IT Service management in a Technical services environment
Business experience including financial management with a track record of success in translating strategic direction into pragmatic and workable solutions and business results
Strong commercial grounding and understanding
Experience of working with new and emerging technologies
Experience of working within a system integrator and/or IT reseller
Demonstrable change agent experience
Degree educated or similar
Personal Attributes and Skills Required
Skills and knowledge
Thorough understanding of business processes and strategic objectives and can translate these into services that create a competitive edge for DD in the positioning of services
Motivational and inspirational leaders with superior decision making skills and assertiveness
Knowledge and understanding of IT industry environment and business needs
Service oriented with the ability to create client value whilst maintaining profitable business results
Deep understanding of business and project processes, structures and control requirements
Good analytical skills with attention to detail
Excellent communicator with the ability to interact with a variety of diverse stakeholders
Ability to work with different personalities
Ability to lead and manage a team of individuals
Ability to manage client satisfaction, commitment and expectations to high service levels and manage escalations adequately
Ability to engage with a variety of stakeholders and colleagues at all levels
Ability to work in high-pressure situations
Ability to establish and manage processes and practices through collaboration and the understanding of business
Ability to manage urgent and complex tasks simultaneously
Join our growing global team and accelerate your career with Dimension Data. Apply today.
Diversity in Dimension Data
Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.
Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With offices in nearly 60 countries across five continents, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey.
Whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, we help our clients achieve their ambitions.
And with us, you can achieve yours.
If you believe you can do anything, we’re here to help you do it.