Global Head of Managed Services

At ITRS, we make society's critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms.

We believe when our team thrives, so do our customers. With us, you'll find:

• A culture that backs you  – We're proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.
• Work that matters  – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.
• Room to grow  – Whether you're starting your career or bringing years of experience, we're committed to your development. Just ask our team members who've been excelling here for 10+ years.

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner.

Scope of Role

As Global Head of Managed Services, you will be accountable for the performance and growth of our managed services offering. This offering spans across a portfolio of tier-one financial services clients, and you will also ensure day-to-day excellence.

You will lead a globally distributed team of technical specialists and be the face of the function. Building trusted, lasting relationships with client stakeholders from operations leads to C-suite.

You will report directly to the COO and work closely with Product, Engineering, and Sales to ensure our clients are deriving maximum value from the platform. You will own the roadmap for how managed services evolves as our client base grows.

As Global Head of Managed Services, you will:

Client Leadership & Relationships

• Own the client relationship across your entire managed services portfolio, from onboarding to renewal and expansion.
• Build deep, consultative partnerships with senior stakeholders at leading banks, asset managers and other regulated industries.
• Be the trusted escalation point when it matters most. You don't hand things off, you see them through.

Team & Operations

• Lead and mentor a globally distributed managed services team across multiple time zones
• Define and improve the operating model, service level agreement frameworks, and delivery standards
• Foster a culture of technical excellence, accountability, and client obsession
• Report to the COO on performance metrics, client health, and strategic initiatives

Technical Delivery

• Get into the weeds to understand what's running, what's failing, and what needs to change.
• Oversee complex onboarding programmes and ensure technical configurations meet client requirements
• Live by the right metrics, when something moves in the wrong direction, you've already responding before the client has noticed.
• Drive adoption of AI tooling across the managed services function to accelerate delivery, reduce manual toil, and surface insights faster for clients
• Be the Voice of the Field and collaborate directly with Engineering and Product on platform feedback loops driven by real client experience

Commercial & Strategic

• Partner with the GTM team on expansion opportunities and renewals across the managed services client base
• Feedback client insights to the wider GTM teams
• Identify patterns across clients to shape service tier development and productized offerings

Requirements

You will have:

Essential

• 10+ years experience in managed services, technical account management, or customer success within a B2B SaaS or enterprise software environment
• Deep familiarity with financial services clients. You understand the regulatory environment, the operational pressures and the culture
• A technical background that gives you genuine credibility. You can hold your own in architecture discussions, understand observability concepts, and speak the language of engineering teams
• Proficiency in applying AI tools to improve service delivery. Using LLMs to refine client communications, AI-assisted monitoring or automation to scale operations without scaling headcount
• Experience leading and developing distributed, high-performing teams
• Stakeholder management skills, from hands-on technical contacts to C-suite sponsors
• Experience operating at a global scale, across multiple client accounts simultaneously

Highly Desirable

• Hands-on experience with observability, monitoring, or APM tooling (e.g. Datadog, Dynatrace, Splunk, Elastic and OpenTelemetry)
• Experience evaluating and implementing AI/ML-powered tooling in a client-facing delivery context. You know what works and what's hype.

Benefits

• Health Insurance and Dental Health Cover for you and your dependants
• Employee Assistance Programme
• Pension
• Flexible Hybrid Working
• Enhanced Parental Leave
• Travel Insurance
• Life Assurance
• Income Protection
• Buy and Sell Holiday
• Training Reimbursement

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.