Group Operations Director – IT Managed Services
South, South East or North East | Hybrid with regular UK travel
IP-People is recruiting a Group Operations Director for a large and growing UK managed service provider - If you do NOT have MSP experience then please don't apply, this is essential.
This is a senior executive leadership position with responsibility for the operational performance of a substantial managed IT services business. You will lead approximately 150 people through seven senior direct reports and sit on the executive leadership team.
The remit spans Service Desk, Service Delivery, Engineering, Consultancy, Project Management, business systems and continual service improvement.
We are looking for an established MSP operations leader who knows how to lead, integrate and improve a managed services operation of genuine scale.
The role
- Lead the end-to-end delivery of managed IT services across multiple UK locations
- Take overall responsibility for service performance, customer experience, retention and operational efficiency
- Lead seven senior managers and their wider operational teams
- Establish a consistent and measurable ITIL v4 operating framework across the group
- Lead a major ITSM and PSA consolidation and transformation programme
- Improve productivity, service quality and customer outcomes through automation, self-service and AI
- Own operational budgets and performance across margin, utilisation, cost to serve and cash conversion
- Oversee Project Management, Consultancy, Engineering and business systems functions
- Support the operational integration of acquired businesses
- Maintain strong governance across security, compliance, risk and resilience
- Provide clear, commercially focused reporting to the board and senior leadership team
What we’re looking for
- Senior operations leadership experience within a sizeable MSP, managed services or IT outsourcing business
- Experience leading multi-site service desk and service delivery operations at scale
- Director-level P&L and budget responsibility
- Deep, practical knowledge of ITIL v4, with evidence of improving service management maturity
- Experience leading a significant ITSM or PSA implementation, consolidation or transformation
- A strong understanding of managed IT, cloud, cyber security and connectivity services
- Evidence of using automation, self-service or AI to improve service operations
- Experience integrating teams, processes and technology following acquisitions
- Confidence working with boards, investors and senior customer stakeholders
- A commercially sharp, data-led and accountable leadership style
The successful candidate can be based in the South, South East or North East of England, with regular travel between UK offices and customer sites.
The preferred start date is as soon as possible, although candidates with notice periods of up to three months will be considered.
The anticipated salary is around £100,000, with some flexibility for an exceptional candidate. The wider package includes a 15% annual bonus, £5,000 car allowance, access to a salary-sacrifice car scheme and participation in a long-term incentive plan.
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Group Operations Director – IT Managed Services employer: IP-People
Join a dynamic and innovative technology business that values expertise in IT systems and infrastructure, offering a collaborative work culture where your contributions directly impact enterprise customers. With a focus on professional growth, you'll have access to hands-on project work and opportunities to engage with cutting-edge technologies, all while enjoying the flexibility of home, office, and customer site working. This role not only promises meaningful engagement but also fosters an environment where your skills can flourish and evolve.
