At a Glance
- Tasks: Lead and transform service delivery in a high-growth managed services provider.
- Company: Dynamic mid-sized MSP with a focus on innovation and growth.
- Benefits: Competitive salary, performance-related bonus, and clear progression to COO.
- Other info: Join a performance-driven culture with opportunities for significant career advancement.
- Why this job: Make a real impact by driving operational transformation and enhancing customer success.
- Qualifications: Proven leadership in MSP environments and strong background in service delivery.
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 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, including P&L or gross profit ownership.
- Experience driving SLA performance, customer satisfaction, and retention.
Advantageous
- Experience scaling service desks into proactive, intelligence-led functions.
- Exposure to ITIL or similar service frameworks.
- Experience implementing automation, AI, or service intelligence tooling.
- Background in mid-sized, growth-focused MSP environments.
- Track record of improving NPS and customer success outcomes.
If you’re a commercially driven MSP leader ready to take ownership of a scaling service organisation and drive measurable transformation, we’d welcome a confidential conversation. Apply now or get in touch directly to discuss the opportunity in more detail.
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 performance and accountability, the company offers a collaborative work culture that encourages professional growth and direct engagement with board-level leadership. Enjoy a competitive package, a clear path to executive roles, and the opportunity to lead cutting-edge initiatives in AI and automation, all while working in a hybrid environment that promotes work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Operations
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Director of Operations at Robertson Sumner!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Robertson Sumner or be willing to refer you for that Director of Operations position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Robertson Sumner who’s on the lookout for their next Director of Operations star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Director of Operations role at Robertson Sumner!
We think you need these skills to ace Director of Operations
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Robertson Sumner. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Robertson Sumner
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Robertson Sumner. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
