Technical Director
Role: Technical Operations Director Salary: £90,000 Location: Manchester Sector: IT Managed Services
Overview
We are seeking an experienced, Technical Operations Director to lead technical service excellence across our Managed Services business. This role is pivotal in driving high-quality service delivery, ensuring robust technical standards, and enabling continuous improvement across all operational functions. The successful candidate will bring deep MSP experience, strong technical governance capability, and the ability to elevate service quality across diverse commercial clients.
Key Responsibilities
* Operational Leadership & Continuous Improvement* Partner with the COO and senior leadership to design and deliver a continuous improvement roadmap across all service areas.* Embed a culture of operational excellence by implementing, maintaining, and mentoring teams on agreed technical and service standards.* Monitor, report on, and improve KPIs relating to service quality, compliance, customer satisfaction, and operational performance.
Technical
* A deep understanding of RMM platforms, preferably within the Datto/Kaseya ecosystem - can set up, control, monitor and spot problems - knows how to identify weakness in controls* Has built and implemented governance frameworks which lead to outstanding technical controls - processes and quality assurance; training and SOPs; auditing, feedback loops and root cause analysis* Lead an incident response / handle L3 and above level referrals and escalations* Can see technical issues down the road and inform the group risk management framework* On top of and abreast of new technology - has a deep understanding of the technology landscape and how this interacts and interfaces and can identify areas for improvement* Can put the group technical strategy and stack selections into plain English - able to describe the landscape to non-technical people
Service Delivery & Client Engagement
* Serve as an escalation point for complex L3 technical issues, guiding teams and reinforcing continuous skill development.* Participate in customer checkpoints to ensure service performance aligns with client expectations.* Work closely with account managers and client stakeholders as a trusted technical advisor, including supporting cyber security posture and compliance.* Support the Bid and Pre-Sales teams with technical insight, site assessments, and solution recommendations.
Collaboration & Cross-Functional Support
* Work with Group Solutions to ensure alignment on new products, implementation processes, and ongoing training requirements.* Collaborate with engineering, projects, and service delivery teams to embed standards into day-to-day operational workflows.* Partner with HR and leadership on recruitment of senior technical roles.* Provide guidance, leadership, and mentoring to technical teams to foster quality, accountability, and knowledge growth.
Essential Skills & Experience
* Significant experience in a senior technical or operational leadership role within an MSP or IT services organisation.* Strong technical background across Microsoft technologies, infrastructure, networking, cloud services, and cyber security.* Expert understanding of MSP toolsets including Datto RMM and Autotask PSA.* Demonstrable experience building and enforcing technical standards, service governance, and quality frameworks.* Excellent communication, stakeholder management, and cross-functional leadership skills.* Solid working knowledge of ITIL, ISO 27001, Cyber Essentials, and related compliance frameworks.* Must have MSP - current or very recent (last 2 years)* MSP must be in the £5 to £30m bracket and have a significant commercial client footprint* Must have operated at a senior level similar to the level we want the role to operate at or be able to demonstrate that given their technical skills and background they are ready to make the next step, comfortably
Desirable
* Formal qualifications in IT service management, quality assurance, or related disciplines.* Experience working within sectors requiring safeguarding and enhanced data protection (e.g., education).* Strong ability to influence, coach, and drive meaningful change across technical and non-technical teams.