Technical Operations Manager

£65,000 to £75,000 + benefits | Permanent

I’m working with a well established London MSP that delivers managed IT, unified communications, managed print and enterprise content management to SME and mid-market clients. They’re known for a hands-on, partner-style approach, and their clients see them as an extension of their own team rather than a supplier. They’re now hiring a Technical Operations Manager to own the stability and performance of their service.

• Own day-to-day IT operations across a 24/7 proactive support offering, making sure the service is reliable and aligned to client priorities
• Lead and develop service desk, 2nd/3rd line and senior engineering teams
• Run operational governance: change, problem and major incident management, escalations and SLA performance
• Turn technical capability into measurable outcomes, with KPIs, reporting and continuous service improvement
• Scope and deliver infrastructure modernisation and service improvement projects
• Act as a senior escalation point for key clients and build trusted relationships at management level

• 5+ years leading IT service delivery or technical operations, ideally in an MSP environment
• A background that started in hands-on support and grew into service desk management and senior IT leadership
• Strong ITIL knowledge (ITIL certified preferred) and a solid grasp of service management processes
• Experience across Microsoft infrastructure, networking, cloud and security; exposure to telephony/UC or print services is a bonus
• The ability to explain technical issues in business terms to clients and stakeholders
• A calm, structured approach to major incidents and a drive to keep improving things

• A senior role with real ownership of service quality
• A close-knit, client-focused business where your changes are visible
• Hybrid working, a competitive salary and a clear path to further leadership responsibility