_{24th June, 2025}

Position Summary:
We are seeking a strategic and hands on IT Operations Manager – Managed Services to lead the delivery, optimisation, and continuous improvement of managed IT services across our client base.
 
This new role plays a pivotal part in building our Managed Services team, ensuring scalable, high-performing service delivery operations, with a strong focus on ITIL-aligned processes, project management and execution, and customer satisfaction.
 
The ideal candidate will bring extensive experience in managed services environments, preferably within an IT services provider, MSP, or systems integrator.
Key Responsibilities:

1. Managed Services Delivery & Oversight

• Manage and enhance the day-to-day delivery of managed IT services (including infrastructure, cloud, networks, security, and end-user support) to clients.
• Act as the operational lead for managed services engagements, ensuring contract and SLA compliance, performance optimisation, and client satisfaction.
• Drive operational maturity through standardisation, monitoring, automation, and thorough documentation of service processes.

1. Process Improvement & Service Excellence

• Lead continuous improvement initiatives based on ITIL/DevOps best practices to optimise incident, change, and problem management processes.
• Develop, document, and implement operational procedures, service workflows, and escalation paths to streamline services and increase efficiency.
• Analyse service performance data to identify trends, root causes, and opportunities for proactive improvement.

1. Implementation of Managed Services Projects

• Take ownership of successful client onboarding and the transition to managed services—from initial discovery and planning through to execution and handover.
• Oversee project planning, resource coordination, and the implementation of managed service solutions (e.g., cloud migrations, infrastructure upgrades, monitoring enhancements).
• Work closely with project managers, solution architects, sales teams, and engineers to ensure all deliverables align with operational standards.

1. Client and Stakeholder Engagement

• Serve as an escalation point for high-priority client issues and as a trusted advisor for operational matters.
• Lead regular service reviews, deliver performance reporting, and align service delivery with evolving client requirements.
• Foster strong relationships with both internal teams and external clients, ensuring transparency, trust, and consistent service outcomes.

1. Vendor & Toolset Management

• Manage relationships with third-party service providers and technology vendors, ensuring service quality, performance, and contractual alignment.
• Lead the evaluation and implementation of new tools, platforms, and automation technologies to improve service efficiency and scalability.

Qualifications:
Required:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Minimum of 5 years’ experience in IT operations or service delivery within a Managed Services Provider (MSP) or IT services organisation.
• Demonstrated experience with ITIL-aligned service management, including incident, problem, and change management.
• Strong technical understanding of cloud platforms (AWS, Azure, or Google Cloud), networks, cybersecurity standards and practical implementations, and modern IT infrastructure.
• Demonstrated experience in project management execution for the delivery of IT or software projects, including Agile methodologies.

Preferred:

• ITIL Foundation or higher (v4 preferred).
• PMP, PRINCE2, or other recognised project management certification.
• Experience working with service management platforms such as ServiceNow, ConnectWise, or Autotask.

Key Competencies:
Key strengths include:

• Strategic Leadership & Team Development: Demonstrated success in building and leading high-performing teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Stakeholder Engagement & Communication: Exceptional interpersonal skills with the ability to engage, influence, and align diverse stakeholders across technical and business domains.
• Operational Excellence: Strong analytical and detail-oriented mindset, with a focus on optimising processes and driving operational efficiency in dynamic, high-pressure environments.
• Project-to-Service Transition Expertise: Extensive experience applying IT project management methodologies to ensure smooth transitions from project delivery to operational support, aligning with business goals and service expectations.
• Multitasking & Prioritisation: Skilled in managing multiple concurrent initiatives, setting clear priorities, and delivering outcomes within scope, time, and budget constraints.

Why Join Us?
As a leading provider of managed IT services, we’re committed to delivering reliable, innovative solutions that help our clients grow and succeed. Join a forward-thinking team where your leadership and passion for operational excellence will directly shape how we deliver IT in a rapidly evolving industry.

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