Director Managed Services

Position Responsibilities:

ALT Leadership & Strategic Direction:

• Member of the Auxilion Leadership Team (ALT), contributing to company-wide strategy, culture, and the delivery of the company growth objectives.
• Partner with the CEO and peer ALT members to shape the strategic direction of the business, including input into commercial planning, people strategy, and service innovation.
• Lead, develop and inspire a high-performing managed services team, including Service Delivery Managers, technical support staff, Technical and Practice leads, fostering a culture of excellence, accountability, and continuous improvement.
• Champion Auxilion’s values and leadership behaviours, acting as a cultural role model both internally and in client-facing environments.

Managed Services P&L & Commercial Growth:

• Own and drive the Managed Services business, full P&L responsibility, with full accountability for revenue, margin, and profitability targets in line with Auxilion’s financial plans.
• Identify and develop commercial opportunities to grow managed services revenue, working collaboratively with the Commercial team to expand existing accounts and win new business.
• Define and execute the Managed Services strategy, including service portfolio development, pricing models, and go-to-market positioning in the Ireland, UK and EMEA markets.
• Monitor commercial and operational KPIs, providing regular performance reporting to the CEO and Board as required.

Service Delivery Excellence:

• Oversee end-to-end managed services delivery across the client portfolio, ensuring adherence to SLAs, contractual obligations, and Auxilion quality standards.
• Drive continuous service improvement initiatives, leveraging ITSM frameworks (ITIL) and emerging tooling to enhance efficiency, automation, and client experience.

Client Relationships & Retention:

• Build and maintain trusted, senior-level relationships with key clients, acting as an executive escalation point and strategic advisor to their IT and business leadership.
• Lead client business reviews (QBRs), ensuring value realisation is articulated clearly and opportunities for service expansion are proactively identified.

Financial Management & Operational Governance:

• Manage the full Managed Services budget, ensuring cost-effective delivery, healthy gross margin, and strong financial discipline across the function.
• Oversee headcount planning, resource allocation, and operational costs associated with the Managed Services function, ensuring alignment to the approved financial plan.
• Monitor financial performance against budget and forecast, implementing corrective actions where required and reporting regularly to the FD and CEO.

People Leadership & Talent Development:

• Inspire and motivate a diverse team to perform at their best, fostering a positive, inclusive, and high-performance culture aligned with Auxilion’s values.
• Oversee the day-to-day management and coordination of the managed services team, ensuring effective teamwork, clear accountability, and well-structured operational rhythm.
• Provide vision, coaching, and ongoing development opportunities to grow the skills and career paths of team members, supporting Auxilion’s ALT Initiative #1 (Leadership & Culture Development).
• Lead performance management across the function, setting clear objectives, delivering regular feedback, and implementing development plans in partnership with People & Culture.
• Lead workforce planning and succession for the Managed Services function, ensuring Auxilion has the right talent in the right roles to support sustainable growth and service quality.

Compliance, Risk & Governance:

• Ensure compliance with relevant regulations, standards, and company policies, including NIS2, DORA, ISO 27001 and other applicable frameworks within the Ireland and UK markets.
• Identify, monitor, and mitigate operational, commercial, and people risks associated with managed services delivery.
• Maintain strong understanding of IT service management (ITSM) frameworks and drive their effective application across the managed services function.
• Stay current with industry developments including cloud, cybersecurity, AI, and regulatory change, advising the business on their implications for the Auxilion managed services portfolio.
• Represent Auxilion at senior client, partner, and industry events, building market presence and profile in the Ireland and UK managed services sector.

What experience/skills will you have:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent; MBA or equivalent postgraduate qualification is an advantage.
• Proven track record of progressive leadership experience in Managed Services or IT Services, with experience in a senior leadership or Director-level role with P&L accountability.
• Strong working knowledge of the MSP commercial models including contract design, pricing structures, and recurring revenue mechanics.
• Familiarity with PSA/RMM platforms, the Vendor partner ecosystems, and cybersecurity services delivery.
• A credible point of view on AI-driven automation in managed services and its implications for service economics and workforce planning.
• Demonstrated track record of driving commercial growth, improving service margins, and leading high-performing teams within an MSP or technology services environment.
• ITIL Foundation (minimum); ITIL Expert or PMP preferred. Familiarity with ISO 27001, NIS2, and DORA frameworks is a distinct advantage.
• Strategic thinker with strong commercial acumen and the ability to balance short-term operational demands with longer-term business growth objectives.
• Exceptional leadership skills with a proven ability to inspire, develop, and retain talent in a fast-paced, growth-oriented environment.
• Excellent communication and executive presence — able to engage credibly at Board level, with clients, and across all levels of the organisation.
• Strong financial literacy and P&L management capability, with experience managing significant revenue and cost budgets within a technology services business.
• Decisive, resilient, and results-oriented with a proven track record of driving operational improvements, commercial growth, and innovation in managed services.
• Demonstrates genuine empathy and care for people. Leads with fairness and respect, creates an environment where colleagues feel valued, heard, and supported to do their best work.
• Owns decisions, outcomes, and mistakes without deflection. Holds themselves and their team to the highest standards of accountability, reliability, and integrity.
• A genuine team player at senior level. Builds trust and consensus across the ALT and broader organisation, operates without silos, and brings colleagues with them rather than around them.
• Consistently honest, ethical, and transparent with the CEO, peers, and their team. Comfortable raising difficult issues and making unpopular calls when it is the right thing to do.
• Thrives in a fast-paced, evolving environment. Remains calm and decisive under pressure, bounces back quickly from setbacks, and energises the team during periods of change or uncertainty.