Practice Lead

Managed Services Practice Lead

📍 London (Hybrid)

Overview

We’re working with a growing London-based MSP looking to hire a Managed Services Practice Lead to take ownership of a critical and expanding function.

This is an operations-led role, focused on running and evolving a live managed service—not delivering projects. You’ll be responsible for leading teams, improving service performance, and driving efficiency through automation and AI-led approaches.

With a strong foundation already in place, the business is now looking for someone who can scale, optimise, and modernise the practice.

The Role

• Own and lead the Managed Services function, ensuring high-quality service delivery
• Manage a structure including:
• Technical Solutions Specialists
• Network Managers and their teams
• Drive operational excellence across support, incident, and service management
• Implement and enhance automation and AI-driven operations (AIOps)
• Define and improve SLAs, KPIs, and service processes
• Act as the bridge between technical teams, leadership, and clients
• Lead continuous service improvement initiatives
• Support the ongoing growth and scaling of the practice

What We’re Looking For

• Proven experience leading within a Managed Services / Support environment
• Background in enterprise networking (LAN / campus environments)
• Strong understanding of:
• Service delivery & IT operations
• Incident, problem, and change management
• Experience managing team leads or managers, not just individual contributors
• Exposure to automation, monitoring tools, or AI-driven operations
• Commercial awareness of managed service delivery and customer expectations

Profile

• Operational leader with a “keep the lights on but make it better” mindset
• Technically credible, but not hands-on day-to-day
• Comfortable working in a fast-paced, service-led environment
• Strong communicator, able to influence both technical teams and stakeholders
• Ambitious and motivated to grow with the business

Why This Role

• Real opportunity to own and shape a growing managed services function
• Work with a business investing in automation and AI within operations
• Clear pathway to build and scale a team
• High-impact role with visibility across the organisation

Summary

This isn’t a project delivery role—this is about running, improving, and scaling a live service.

If you’re currently leading (or ready to step into leading) a managed services environment and want a role where you can drive real operational change, this is a strong opportunity.