Operations Manager

Our client is a fast-growing boutique MSP known for high-touch service, deep technical expertise, and long-standing customer relationships. They’re now looking for an Operations Manager to take ownership of day-to-day service delivery, lead a talented team of engineers, and ensure the business runs with precision, consistency, and commercial awareness.

This is a hands-on leadership role for someone who thrives in a dynamic MSP environment — balancing people management, client engagement, operational structure, and commercial responsibility.

The Role

As Operations Manager, you will be the operational heartbeat of the business. You’ll oversee the engineering team, ensure SLAs are met, maintain strong client relationships, and take responsibility for the smooth running of internal processes — including billing, service reporting, scheduling, and workflow management.

You’ll work closely with the leadership team to drive continuous improvement, shape service standards, and support the company’s next phase of growth.

• Oversee day-to-day service delivery, ensuring SLAs, KPIs, and customer expectations are consistently met

• Act as a senior point of escalation for clients, maintaining strong, trust-based relationships

• Own the billing process, ensuring accuracy, timeliness, and alignment with contracts and service usage

• Manage resource planning, scheduling, and workload allocation across the engineering team

• Drive operational improvements across processes, documentation, and service workflows

• Work with leadership on forecasting, reporting, and operational planning

• Ensure compliance with internal standards, security policies, and industry best practice

• Support onboarding of new clients and projects, ensuring smooth handover into BAU

• Champion a culture of accountability, quality, and customer-first service

About You

• Experience in an MSP, IT services environment or professional services

• Strong leadership skills with the ability to motivate and develop technical teams

• Confident working directly with clients, managing expectations, and resolving escalations

• Excellent organisational and operational management skills

• Comfortable owning commercial processes such as billing, contract alignment, and service reporting

• Able to balance strategic thinking with hands-on operational delivery

• Process-driven, detail-oriented, and proactive in identifying improvements

• Strong understanding of IT support environments, ticketing systems, and service delivery frameworks