Job Opportunities API

About Us We are a Managed Service Provider delivering technology support and dedicated resource services to clients across a wide range of industries worldwide. Our service portfolio includes IT helpdesk and tech support, dedicated staffing of system administrators, network engineers, migration experts, Microsoft 365 consultants, and project managers — enabling our clients to run lean internal IT teams while accessing enterprise-grade expertise on demand. Role Overview We are seeking a Head of Client Success & Technical Operations to lead our client relationships, manage internal delivery teams, and uphold the technical standards that define our service quality. This is a senior leadership role for someone who combines deep technical fluency in systems and networking with the interpersonal acuity to manage demanding clients and high-performing teams. You will work directly with the CEO and delivery leads to ensure outstanding service outcomes across our account base and maintain the technical hiring bar that keeps our teams competitive. Key Responsibilities Client Management & Stakeholder Engagement ▸ Serve as the senior point of contact for key client accounts, maintaining strong relationships with IT directors, operations leads, and C-suite stakeholders ▸ Lead regular client reviews, QBRs, and service performance discussions — translating delivery metrics into business-relevant outcomes ▸ Manage escalations proactively, working across internal teams to resolve service issues before they affect client satisfaction or retention ▸ Ensure client onboarding is executed smoothly, with clear SLA alignment, handover documentation, and resource introductions ▸ Monitor client sentiment and satisfaction signals across the account base, flagging risk and opportunity to the CEO Internal Team Management ▸ Lead and manage a globally distributed team of technical professionals including system administrators, network engineers, M365 consultants, and project managers ▸ Set clear performance expectations, run regular 1:1s, and establish team cadences that keep delivery aligned with client commitments ▸ Identify skill gaps within the team and work with HR and operations to address them through hiring, training, or restructuring ▸ Build and maintain delivery playbooks, escalation procedures, and service handover frameworks that ensure consistency across the team ▸ Maintain a high-performance culture with accountability at every level — coaching underperformers and recognising top contributors Technical Interviewing & Talent Assessment ▸ Lead or co-lead technical interviews for all internally hired roles including system administrators, network engineers, migration specialists, M365 consultants, and project managers ▸ Design and apply role-specific assessment criteria to rigorously evaluate candidates' hands-on knowledge — going beyond surface-level responses to stress-test real-world capability ▸ Prepare structured interview checklists and scenario-based questions tailored to each technical discipline ▸ Evaluate candidates' familiarity with Microsoft-dominant environments, identity and access management, cloud platforms, networking fundamentals, and remote support tooling ▸ Collaborate with HR and operations to build a repeatable, scalable hiring framework for technical roles across the business Technical Hands-On Expertise ▸ Provide L1, L2, and L3 technical support direction — able to engage directly on complex escalations involving server infrastructure, network configuration, or cloud environments ▸ Assess the technical quality of work produced by internal teams, providing guidance and corrections where needed ▸ Contribute technical judgment to scoping decisions, service designs, and client proposals — ensuring commitments are deliverable ▸ Evaluate and advise on tooling, platforms, and methodologies used by delivery teams to dri