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, strong background in service delivery, and commercial acumen.
The predicted salary is between 80000 - 100000 £ per year.
Operations Director – Managed Services (MSP) in London | Hybrid (3+ days in office)
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 in Slough employer: Robertson Sumner
Join a dynamic and innovative managed services provider in London, where you will play a crucial role in shaping the future of operations. With a strong focus on employee growth, you will have direct access to board-level leadership and a clear path towards executive roles, all within a performance-driven culture that values accountability and measurable outcomes. Enjoy a competitive package, hybrid working arrangements, and the opportunity to lead transformative initiatives that leverage AI and automation for enhanced service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Operations in Slough
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on LinkedIn. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their challenges and think about how your experience can help them scale their operations. We want you to shine and show them you’re the perfect fit!
✨Tip Number 3
Practice your pitch! Be ready to articulate your leadership style and how you’ve driven operational transformation in previous roles. We believe that confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and eager to join our team!
We think you need these skills to ace Director of Operations in Slough
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 the perfect fit for this position. Share specific examples of how you've led teams and improved service delivery in the past.
Showcase Your Leadership Style:We want to know how you lead! In your application, give us insights into your leadership approach and how you've built high-performance cultures in your previous roles. This is key for a senior position like this.
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 this exciting opportunity. We can’t wait to hear from you!
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 P&L and gross profit ownership. Brush up on the financial metrics relevant to the role and be ready to discuss how you've driven cost efficiency and service margin performance in your previous positions.
✨Showcase Transformation Experience
This role is all about operational transformation. Prepare specific examples of how you've led change in service delivery, particularly through automation and AI. Highlight measurable outcomes from your initiatives to show your impact.
✨Understand the Customer Journey
Customer satisfaction is key in this position. Be prepared to discuss how you've improved SLA performance and NPS in past roles. Think about strategies you've implemented that enhanced service quality and customer outcomes.
✨Engage with Leadership Skills
You'll be leading senior operational leaders, so it's crucial to convey your leadership style. Share examples of how you've built high-performance teams and fostered an accountable culture. Be ready to discuss how you handle complex service challenges at an executive level.
