IT Operations Manager - Managed Services
We are seeking an experienced and strategic IT Operations Manager to lead the delivery, optimisation, and continuous improvement of managed IT services across our client base.
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.
2. 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.
3. 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.
4. 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.
5. 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 Skills:
o Bachelor's degree in Information Technology, Computer Science, or a related discipline.
o Minimum of 5 years' experience in IT operations or service delivery within a Managed Services Provider (MSP) or IT services organisation.
o Demonstrated experience with ITIL-aligned service management, including incident, problem, and change management.
o Strong technical understanding of cloud platforms (AWS, Azure, or Google Cloud), networks, cybersecurity standards and practical implementations, and modern IT infrastructure.
o Demonstrated experience in project management execution for the delivery of IT or software projects, including Agile methodologies.
* Preferred Skills:
o ITIL Foundation or higher (v4 preferred).
o PMP, PRINCE2, or other recognised project management certification.
o Experience working with service management platforms such as ServiceNow, ConnectWise, or Autotask.
Benefits:
* 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.
* Be part of a company committed to delivering reliable, innovative solutions that help our clients grow and succeed.