At a Glance
- Tasks: Lead and transform service delivery for a high-growth managed services provider.
- Company: Dynamic MSP in London with a focus on innovation and growth.
- Benefits: Competitive salary, performance-related bonus, and hybrid working model.
- Other info: High-impact role with opportunities for operational transformation and career advancement.
- Why this job: Join a pivotal role with direct board exposure and clear progression to COO.
- Qualifications: Proven leadership in MSP, strong service delivery background, and commercial acumen.
The predicted salary is between 80000 - 100000 £ per year.
Operations Director – Managed Services (MSP) 📍 London | Hybrid (3+ days in office) 💰 Competitive package + performance-related bonus
Why Join This Opportunity?
- Play a pivotal role in scaling a high-growth, mid-sized managed services provider entering its next phase of investment.
- Direct exposure to board-level leadership, with a clear progression path to COO / Managing Delivery Lead.
- Lead a full-service delivery organisation spanning service desk, projects, technical delivery and customer success.
- Own and transform operational performance through AI, automation, and data-led service intelligence.
- Join a performance-driven, accountable environment focused on measurable outcomes, not maintenance.
The Role
This is a high-impact leadership opportunity for an experienced MSP operations leader to take full ownership of service delivery performance. You will lead transformation across people, process, and technology, shifting operations from reactive to proactive, scalable and commercially optimised delivery.
Key Responsibilities
- Lead and integrate end-to-end service delivery functions, including service desk, technical delivery, projects, and support.
- Drive operational transformation, embedding automation, AI and proactive service models.
- Own gross profit, cost efficiency, and service margin performance across services and projects.
- Establish KPI frameworks, service intelligence, and reporting structures to drive data-led decisions.
- Improve customer outcomes through enhanced service quality, SLA performance, and NPS.
- Lead, develop and align senior operational leaders, building a high-performance, accountable culture.
- Act as senior escalation point for complex service and operational challenges.
- Contribute at executive level, presenting operational performance, strategy, and improvement initiatives.
- Implement scalable operating models to support growth and long-term profitability.
What We’re Looking For
Essential Experience
- Proven leadership within a Managed Service Provider (MSP) environment.
- Experience operating at Head of Service, Service Director, or Operations Director level.
- Strong background in service delivery and technical operations (ideally hands-on earlier in career).
- Demonstrated success in leading operational transformation, not just maintaining BAU.
- Experience managing multiple functions and senior leadership teams.
- Strong commercial acumen.
Director of Operations employer: Robertson Sumner
Join a dynamic and innovative managed services provider in London, where you will play a crucial role in driving operational excellence and transformation. With a strong focus on employee growth, our performance-driven culture encourages accountability and measurable outcomes, offering clear pathways to senior leadership roles such as COO. Enjoy a competitive package, hybrid working arrangements, and the opportunity to lead a talented team in a collaborative environment that embraces AI and automation for enhanced service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Operations
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can land you that dream role.
✨Ace the Informational Interview
Set up informal chats with current or former employees of the companies you're eyeing. This is your chance to learn about the culture and expectations while also making a great impression. We recommend asking insightful questions that show your genuine interest in their operations.
✨Showcase Your Achievements
When you get the chance to meet potential employers, make sure to highlight your past successes in operational transformation. Use specific examples that demonstrate how you’ve driven performance improvements. We want to see those numbers and outcomes!
✨Apply Through Our Website
Don’t forget to apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Director of Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Operations Director. Highlight your experience in managed services and operational transformation, showcasing how you've driven performance improvements in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this opportunity and how your background aligns with our goals at StudySmarter. Be specific about your achievements and how they relate to the key responsibilities outlined in the job description.
Showcase Your Leadership Skills:We want to see your leadership style! In your application, provide examples of how you've led teams through change and improved service delivery. Mention any frameworks or strategies you've implemented that have made a measurable impact.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Robertson Sumner
✨Know Your Numbers
As a Director of Operations, you'll need to demonstrate your understanding of key performance indicators (KPIs) and financial metrics. Brush up on the specific KPIs relevant to service delivery and be ready to discuss how you've used data to drive operational improvements in your previous roles.
✨Showcase Your Leadership Style
This role requires strong leadership skills, so think about how you can convey your approach to leading teams. Prepare examples of how you've built high-performance cultures and aligned senior leaders towards common goals. Be ready to discuss challenges you've faced and how you overcame them.
✨Emphasise Transformation Experience
Highlight your experience in driving operational transformation, especially in an MSP environment. Prepare to share specific examples where you've implemented automation or AI to enhance service delivery. This will show that you're not just about maintaining the status quo but are focused on proactive improvements.
✨Prepare for Strategic Discussions
Since this role involves contributing at an executive level, be prepared to discuss your vision for operational performance and strategy. Think about how you would present improvement initiatives and be ready to answer questions about how you would align operations with broader business goals.
