Director of Operations

Operations Director – Managed Services (MSP)

📍 London | Hybrid (3+ days in office)

💰 Competitive package + performance-related bonus

Why Join This Opportunity?

• Play a pivotal role in scaling a high-growth, mid-sized managed services provider entering its next phase of investment
• Direct exposure to board-level leadership, with a clear progression path to COO / Managing Delivery
• Lead a full-service delivery organisation spanning service desk, projects, technical delivery and customer success
• Own and transform operational performance through AI, automation, and data-led service intelligence
• Join a performance-driven, accountable environment focused on measurable outcomes, not maintenance

The Role

This is a high-impact leadership opportunity for an experienced MSP operations leader to take full ownership of service delivery performance. You will lead transformation across people, process, and technology, shifting operations from reactive to proactive, scalable and commercially optimised delivery.

Key Responsibilities

• Lead and integrate end-to-end service delivery functions, including service desk, technical delivery, projects, and support
• Drive operational transformation, embedding automation, AI and proactive service models
• Own gross profit, cost efficiency, and service margin performance across services and projects
• Establish KPI frameworks, service intelligence, and reporting structures to drive data-led decisions
• Improve customer outcomes through enhanced service quality, SLA performance, and NPS
• Lead, develop and align senior operational leaders, building a high-performance, accountable culture
• Act as senior escalation point for complex service and operational challenges
• Contribute at executive level, presenting operational performance, strategy, and improvement initiatives
• Implement scalable operating models to support growth and long-term profitability

What We’re Looking For

Essential Experience

• Proven leadership within a Managed Service Provider (MSP) environment
• Experience operating at Head of Service, Service Director, or Operations Director level
• Strong background in service delivery and technical operations (ideally hands-on earlier in career)
• Demonstrated success in leading operational transformation, not just maintaining BAU
• Experience managing multiple functions and senior leadership teams
• Strong commercial acumen, including P&L or gross profit ownership
• Experience driving SLA performance, customer satisfaction, and retention

Advantageous

• Experience scaling service desks into proactive, intelligence-led functions
• Exposure to ITIL or similar service frameworks
• Experience implementing automation, AI, or service intelligence tooling
• Background in mid-sized, growth-focused MSP environments
• Track record of improving NPS and customer success outcomes

If you’re a commercially driven MSP leader ready to take ownership of a scaling service organisation and drive measurable transformation, we’d welcome a confidential conversation. Apply now or get in touch directly to discuss the opportunity in more detail.