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For Companies At a Glance
- Tasks: Lead global operations, ensuring top-notch service delivery to our MSP partners.
- Company: Join a dynamic IT services company focused on innovation and excellence.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by shaping global operations and leading high-performing teams.
- Qualifications: Proven leadership in multi-region service operations and strong communication skills.
- Other info: Be part of a people-first culture with excellent career advancement opportunities.
The predicted salary is between 72000 - 108000 ÂŁ per year.
The Head of Global MSP Operations is responsible for leading our 24×7 Operations function across multiple international locations, ensuring consistent, high‑quality service delivery to our MSP partners worldwide. Reporting at board level, this role provides strategic oversight and hands‑on leadership to Service Delivery Managers and their teams, driving operational excellence, cultural cohesion, and continual improvement across the business. This leader will foster a strong service culture, develop high‑performing teams, and ensure that the global Helpdesk and NOC services operate seamlessly across time zones, delivering measurable value to customers. The role offers hybrid working, ideally working from our Crawley HQ two days per week.
Key Responsibilities
- Leadership & Culture: Lead, mentor, and develop the Service Delivery Managers and Team Leads across three follow‑the‑sun locations. Embed a strong, people‑first culture emphasizing accountability, collaboration, and service excellence. Champion employee engagement, professional growth, and performance management within the Ops function.
- Operational Oversight: Ensure 24×7 operational coverage and consistent global handovers across Helpdesk and NOC teams. Oversee service quality, response times, and SLA adherence across all regions. Partner with NOC leadership in Sri Lanka to align service standards, escalation paths, and cross‑team processes.
- Strategy & Reporting: Report operational performance, trends, and improvement initiatives at board level. Identify and drive continuous improvement initiatives in people, process, and tooling. Provide input into headcount and resource planning, advising on budget requirements and capacity.
- Process & Delivery Excellence: Ensure consistent process adoption and documentation across locations. Collaborate with Service Delivery and Automation teams to improve operational maturity. Lead incident management reviews and service improvement plans for key partners.
Key Outcomes
- High employee engagement and retention across Ops.
- Consistent SLA performance and reduced service variance between regions.
- Improved collaboration and cultural alignment across global teams.
- Clear, data‑driven operational reporting to the board.
Ideal Candidate Profile
- Proven experience leading multi‑region service operations (preferably within an MSP or managed services environment).
- Exceptional leadership and communication skills with the ability to inspire and unify global teams.
- Strong understanding of ITIL‑based processes and 24×7 service delivery dynamics.
- Adept at using operational metrics and KPIs to inform strategy and decision‑making.
- Experienced in managing through Service Delivery Managers or equivalent mid‑level leaders.
Seniority level: Executive
Employment type: Full‑time
Job function: Business Development and Sales
Industries: IT Services and IT Consulting
Head of Global MSP Operations employer: Uptime Solutions
Contact Detail:
Uptime Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Global MSP Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Uptime Solutions. A friendly chat can sometimes lead to a referral, which can double your chances of landing that interview.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Since this role is all about leadership and service excellence, think about how you can demonstrate your experience in fostering a people-first culture during your chat with them.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams through challenges or improved service delivery. This will show them you're not just a leader but a problem-solver too.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the team at Uptime Solutions.
We think you need these skills to ace Head of Global MSP Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Global MSP Operations. Highlight your experience in leading multi-region service operations and any relevant achievements that showcase your leadership skills.
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 role. Share specific examples of how you've driven operational excellence and fostered a strong service culture in previous positions.
Showcase Your Leadership Style: In your application, give us a glimpse of your leadership style. We want to know how you inspire and unify teams across different locations. Share anecdotes that demonstrate your ability to mentor and develop others.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Uptime Solutions
✨Know Your Operations Inside Out
Before the interview, dive deep into the company's operations and their MSP model. Understand how they deliver services globally and be ready to discuss your experience in leading multi-region service operations. This will show that you’re not just familiar with the role but also genuinely interested in their specific challenges.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you've developed high-performing teams in the past. Use specific examples to illustrate how you've fostered a people-first culture and driven employee engagement. This is crucial for a role that emphasises mentoring and collaboration.
✨Be Data-Driven
Since the role involves reporting operational performance at board level, come prepared with examples of how you've used metrics and KPIs to inform strategy. Discuss any continuous improvement initiatives you've led and how they impacted service delivery. This will demonstrate your analytical skills and strategic mindset.
✨Understand ITIL and Service Delivery Dynamics
Brush up on ITIL-based processes and the nuances of 24×7 service delivery. Be ready to discuss how you’ve implemented these frameworks in previous roles. Showing your expertise in this area will reassure them that you can maintain service quality and SLA adherence across multiple locations.
