ROCK
Head of Technical Services
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Are you ready to define, standardise, and scale the technical backbone of a modern Managed Service Provider?
This role calls for a highly experienced and strategic Head of Technical Services to take ownership of ROCK’s technical service estate. This is not a service desk operations role — it is the technical cornerstone of the organisation, responsible for defining how services are built, standardised, deployed, and sustained at scale.
Through your team of Technical Specialists, you will own the technical integrity of every managed service, ensuring all products and platforms are consistently designed, documented, and delivered against clearly defined standards. Working in close partnership with the Head of Service Operations, you will ensure services are operationally effective, technically sound, and continuously improving.
What You Will Be Doing
You will lead the Technical Services function, owning the design, definition, and continuous evolution of ROCK’s managed service portfolio across key pillars including:
- Technical Standards & Service Definition
- Service Engineering & Acceptance
- Knowledge Management & Enablement
- Lifecycle Management & Reliability
- Automation, Tooling & Platform Evolution
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Technical Standards & Service Definition
- Define and own technical standards across all managed services, ensuring consistency across clients and environments
- Establish and maintain service definitions, including scope, dependencies, and outcomes
- Own build standards and golden images to ensure consistent deployments
- Define and enforce security and compliance baselines
- Act as governing authority for technical quality across the estate
Service Engineering & Acceptance
- Own the service engineering lifecycle from design to operational handover
- Define and enforce Service Acceptance Criteria for all services
- Ensure all services are designed for operability and scalability
- Drive automation and tooling standards to improve consistency
- Ensure all services are fully support-ready before entering live
Knowledge Management & Enablement
- Own the Knowledge Management framework and standards
- Ensure all services are fully documented with runbooks and SOPs
- Drive knowledge-centred service principles across teams
- Lead technical enablement across all service desk tiers
Lifecycle Management & Reliability
- Own lifecycle management including patching, upgrades, and version control
- Define vulnerability and patch management standards
- Drive capacity and performance management across services
- Manage asset lifecycle including EOL/EOS planning
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Automation, Tooling & Platform Evolution
- Define automation strategy aligned to standardisation goals
- Ensure tools and scripts are scalable and reusable
- Drive engineering-led demand reduction
- Embed standards, ensuring systemisation through PSA/RMM platforms.
Your Key Performance Indicators (KPIs)
What success looks like:
- 100% of Services with defined standards & SOP’s
- ≥ 95% standard adherence across all services
- Upward trajectory of repeatable tasks automated or self-served.
- Measurable demand reduction across target services per quarter.
What You Need to Succeed
- Extensive experience in technical leadership within an MSP or a respective IT service field.
- Strong background in product / service design, deployment and management.
- Experience implementing standardised service frameworks
- Strong understanding of ITIL frameworks and service management
- Proven ability to scale technical operations through standardisation
- Strong leadership and stakeholder management skills
If interested, please apply via the link or reach out to Jack with any questions that you may have.
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