Head of IT Managed Services

About Our Client
Our Client is one of the main information technology services providers in Malta, delivering integrated infrastructure, cloud, and software-based solutions to organisations across multiple industries. Working closely with leading global technology partners, the Business focuses on enabling reliable, scalable and secure digital environments that support operational continuity, performance improvement and long-term growth.

Role Overview
The Head of IT Managed Services will assume overall responsibility for the direction and coordination of technical service operations, covering support functions, managed services and infrastructure-related project execution. This senior leadership role ensures that technology services are delivered consistently, efficiently and in alignment with agreed business priorities and client expectations. The position requires a balance of strategic leadership and hands-on operational oversight, with a strong focus on service quality, team capability and ongoing enhancement of internal practices.

Key Responsibilities

• Service Operations Leadership: Oversee the end-to-end coordination of technical support and managed service activities, ensuring smooth execution across all operational teams.
• Process Governance: Ensure structured handling of operational workflows such as service requests, incidents and system changes, maintaining consistency and control across all activities.
• Performance Monitoring: Track operational outputs, service performance indicators and client satisfaction levels, intervening where necessary to maintain agreed standards.
• People Management: Guide, support and develop technical staff through regular engagement, structured feedback and performance development initiatives.
• Continuous Improvement: Review existing operational methods and internal documentation practices, introducing enhancements that improve efficiency and service consistency.
• Client & Partner Engagement: Maintain effective communication channels with customers, vendors and internal stakeholders to ensure expectations are clearly understood and met.
• Project Oversight: Coordinate the delivery of infrastructure and technical initiatives, ensuring proper planning, execution and documentation throughout each stage.
• Risk & Compliance Management: Ensure that operational practices adhere to relevant regulatory, security and governance requirements, while actively identifying and mitigating potential risks.

Qualifications, Skills and Attributes

• Education: A degree in Information Technology, Computer Systems or a related discipline. Relevant professional certifications, particularly in service management frameworks, would be advantageous.
• Experience: Extensive background in IT operations or outsourced service environments, with proven experience leading technical teams and managing service delivery performance.
• Language Skills: Excellent command of both Maltese and English is required to succeed in this role. 
• Communication Skills: Strong ability to articulate technical concepts clearly across both technical and non-technical audiences.
• Interpersonal Skills: Proven capability to build trust-based relationships with internal teams, clients and external partners.
• Technical Skills: Strong understanding of infrastructure systems, network environments and IT service management methodologies, including structured operational frameworks.
• Organisation: Highly organised approach with the ability to manage competing priorities and maintain stability in a fast-paced environment.
• Self-Motivated: Demonstrates initiative, accountability and the ability to drive outcomes independently while supporting wider team objectives.
• Problem-Solving: Strong analytical mindset with the ability to diagnose issues effectively and implement practical, sustainable solutions.

What's on Offer

• Compensation: A competitive executive remuneration package, inclusive of performance-related incentives.
• Working Hours: Full-time role based on standard weekly hours, with flexibility required to support operational needs.
• Other Benefits: The role includes access to structured training, certification support and ongoing professional development opportunities.
• Career Development: Strong prospects for advancement within a growing technology-focused organisation that places emphasis on continuous improvement and leadership development.

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
• CV Review: Receive candid & constructive feedback to enhance your CV.
• Interview Planning: Get personalised prep sessions prior to your interviews.
• Cultural Fit Assessment: Understand the company culture to ensure it's the right environment for you.
• Long Term: Gain insights into the role and company for a long-term, stable career move.
• Exclusive Opportunities: Access a broader range of job opportunities.
• Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.
• Ongoing Support and Guidance: Benefit from continuous support throughout your job search process.
• Networking Opportunities: Leverage our extensive network of industry contacts for exclusive positions.
• Time Efficiency: Save time and effort with our efficient and effective recruitment strategies.
• Tailored Job Matching: Find the perfect fit with customised job matching based on your skills and career goals.
• Feedback Loop: Stay informed and engaged with regular updates and feedback on your application status.

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