IT Operations Director

We're working with a fast-growing Managed Service Provider and they're looking to appoint an Operations Director to play a key role in their next phase of growth.

This is a high-impact leadership role where you'll have the opportunity to shape and modernise service delivery across the business, driving consistency, scalability and operational excellence across service desk, field teams and project delivery.

You'll be joining a well-established organisation with strong market presence, but one that is actively evolving its operating model - making this an ideal opportunity for someone who enjoys building, improving and making a visible impact. What you'll be doing:

• Leading service delivery across service desk, regional technical teams and projects, ensuring a joined-up and consistent customer experience.
• Driving operational transformation, introducing structure, standardisation and best practice across the business.
• Improving service performance through clear KPIs, data insights and continuous improvement initiatives.
• Acting as a senior escalation point for key service or customer challenges.
• Strengthening project delivery capability to support growth and onboarding of new customers.
• Working closely with the senior leadership team to align operations with commercial growth plans.
• Building and developing a high-performing leadership team, creating accountability and strong team culture.
• Identifying opportunities for automation, efficiency and improved use of systems and tooling.

What they're looking for:

• A proven Operations / Service Delivery leader from within an MSP environment.
• Experience leading multi-function teams across service desk, field engineering and projects.
• A track record of driving operational improvement, transformation and scaling services.
• Strong understanding of ITIL or similar service management frameworks.
• Someone who can balance strategic thinking with a hands-on, delivery-focused approach.
• A collaborative leader who can bring teams together and drive change effectively.

Why this role?

• A genuine opportunity to shape how a growing MSP delivers services at scale.
• High visibility role working closely with senior leadership.
• Strong customer base within the education sector, providing meaningful impact.
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