Position Overview

The Head of Enterprise Solutions provides strategic leadership and overall accountability for the Enterprise Solutions function. The role defines the long‑term vision, service portfolio, and operational direction of the department, ensuring strong alignment with organisational strategy, market needs, and customer expectations.

The position is responsible for driving performance, governance, financial discipline, people leadership, and service transformation while acting as a key executive stakeholder for major clients and internal leadership teams.

Key Responsibilities

Strategic Leadership & Vision

Define and own the long‑term strategic roadmap for the Enterprise Solutions function.
Develop and evolve the service portfolio, ensuring alignment with market needs, customer expectations, and organisational goals.
Translate corporate strategy into actionable departmental plans, KPIs, investments, and transformation initiatives.

Operational & Performance Governance

Set and oversee department‑wide performance targets, SLAs, KPIs, and quality metrics.
Ensure robust governance frameworks, policies, and procedures are established, maintained, and continuously improved.
Lead risk assessments, compliance alignment, audit readiness, and service assurance activities.
Drive continuous improvement, service automation, and operational optimisation.

Financial & Resource Management

Own the departmental budget, including planning, forecasting, and cost optimisation.
Lead capacity planning, workforce modelling, and tool/resource investment decisions.
Ensure return on investment from systems, processes, and service initiatives.

Leadership & People Strategy

Provide strong leadership to team members, ensuring they are empowered to manage daily operations.
Define the talent strategy for the department, including skills development, succession planning, coaching, and performance culture.
Promote a positive, collaborative culture aligned with organisational values and high‑performance behaviours.

Client & Stakeholder Engagement

Act as the executive escalation and engagement point for strategic clients and major service relationships.
Build strong cross‑functional relationships with Commercial, Product, Technical Operations, and senior management.
Represent Enterprise Solutions in executive forums, steering committees, and strategic planning discussions.
Oversee the handling of client feedback at a strategic level, identifying systemic improvements rather than case‑by‑case remediation.

Business Growth & Commercial Support

Partner with the Commercial team to support bid management, solution design, service proposals, and major customer engagements.
Ensure Enterprise Solutions offerings remain competitive, relevant, and value‑driven.
Support pricing, packaging, and service evolution based on market insights and operational capability.

Innovation, Change & Transformation

Champion the adoption of new technologies, automation, and service methodologies.
Lead service transformation initiatives, including ITSM evolution, customer experience uplift, and tool modernisation.
Drive innovation across service delivery, support models, customer experience, and operational efficiency.

Cross‑Functional Collaboration

Ensure smooth execution of end‑to‑end service delivery by collaborating with Technical Operations, Product, Security, and other teams.
Enable alignment on policies, architecture, service improvements, and strategic initiatives.

General Responsibilities

Promote a culture centred on ownership, accountability, collaboration, and service excellence.
Ensure effective communication of expectations, priorities, and departmental direction.

Skills & Experience

Required

Proven leadership experience managing enterprise infrastructure, cloud, and/or networking service delivery in an MSP or enterprise environment.
Strong experience setting operational governance, KPIs/SLAs, service standards, and continuous improvement practices.
Experience with financial management, budgeting, forecasting, and resource/capacity planning.
Excellent stakeholder management skills, including executive-level customer engagement and escalation handling.
Ability to lead multi-disciplinary teams and drive performance, development, and accountability.

Desirable

Relevant leadership or technical certifications (e.g., ITIL, Azure/AWS, networking/security leadership training).
Experience driving ITSM transformation, automation programmes, or service tooling modernisation.
Experience in regulated environments and supporting audits/compliance frameworks.

Operational Requirements

Availability to support critical escalations and major incidents outside of normal hours when required.
Occasional customer visits and attendance at executive governance meetings.

Perform duties in line with organisational exigencies as required.

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