**Responsibilities**: - Oversee daily operations for all aspects of the Managed by Endava service in LATAM ensuring that quality and cost metrics are delivered, and that core processes and policies governing best practice service delivery are adhered to. - Acting as a role model for direct and indirect reports by upholding and promoting the highest levels of people management in line with Endava’s core values. - Working in close cooperation with other regional Sub-Unit Heads in other regions, to deliver a follow-the-sun support model to service clients 24/7. - Implementing the service delivery template for the Managed by Endava service as defined by the global service heads. - Acting as an escalation point for significant major incidents, to provide steering to the Major Incident Manager and technical leads, as needed. - Oversee the recruitment planning and hiring process, working closely with recruitment team, local HRC and local DU management. - Ensuring that people managers are actively supported in the performance management of their teams. - Inputting to the strategy for Managed by Endava in the LATAM region. - Responsible for overseeing the internship program, ensuring that Managed Services meets the expected KPIs, including satisfaction metrics and conversion to permanent roles. - Immediately addressing any lapses in compliance with service standards, agreed procedures and standard process. - Closely monitoring the performance of teams and working with people managers to address skills gaps and to ensure the highest levels of engagement of our people. **Qualifications and Experience**: - Minimum of 10 years of experience of working within IT sector, ideally in the provision of managed services. - Bachelor’s degree in Information Systems, or equivalent technology-based degree or equivalent qualifications or experience. - 5+ years of experience managing large teams, including experience of managing through managers. - A proven track record of delivering to targets. - Experience of dealing with senior stakeholders in a confident and assertive manner while employing the highest levels of tact and diplomacy. - Good listener with a proven ability to gather requirements and work with people at all levels. - Strong knowledge of ITIL processes and best practice change management. - Excellent organizational, collaboration and analytical skills. - Proven experience of presenting to senior level audiences. - Strong financial and commercial awareness. - Advanced problem-solving skills. - Flexibility to adjust to multiple demands, shifting priorities and rapid change. - Excellent written and verbal communication skills in English (C1 level or better). **About Endava**: Endava is reimagining the relationships between people and technology. For the past 20 years it has helped some of the world's leading Finance, Insurance, Telecommunications, Media, Technology and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 10000 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria, Croatia and Slovenia; Central European Countries: North Macedonia, Moldova, Serbia and Bosnia and Herzegovina; Latin America: Argentina, Colombia and Uruguay. We are now looking for a Sub-Unit Head to support the growth of **Managed by Endava** across the LATAM region. The job holder will report to the Head of Infrastructure & Operations Unit, which is part of the Managed Services Delivery Unit within Endava. In your role, you will work closely with your operational counterparts in Europe and Asia Pacific regions to deliver high-quality, 24/7 services, in a seamless manner to **Managed by Endava** clients.