Head of Operations – Managed Service Provider

Location: East Midlands (hybrid/flexible)

Salary: £80,000 + performance bonus + benefits

The Opportunity

We’re representing a fast-growing Managed Service Provider that has big ambitions. With a 30-strong operations team already in place, they’re now looking for a Head of Operations to lead, scale, and transform their service delivery.

This is a pivotal role. You’ll own the customer lifecycle end-to-end, from onboarding to service desk, through ITIL processes, account management, and escalations. Your mandate is to implement best practice, lead people, and build a robust, scalable operational model that turns a good MSP into a best-in-class one.

What You’ll Be Doing

Customer Lifecycle & Onboarding

• Own and optimise the post-sale onboarding process.
• Drive seamless handovers from sales/pre-sales into operations.
• Ensure transitions are documented, scalable, and consistent.

Service Desk & Delivery

• Lead and develop a service desk of c.30 people across multiple levels of support.
• Ensure KPIs and SLAs are met with a focus on customer satisfaction.
• Manage escalations, incident and problem management, and continual service improvements.

Process & Governance (ITIL)

• Embed ITIL processes across the business: incident, change, problem, knowledge.
• Mature processes and ensure they scale with growth.
• Implement data-driven reporting, trend analysis, and service reviews.
• Lead, coach, and mentor managers and team leads.
• Develop career paths, training, and succession planning.
• Build a culture of accountability, ownership, and customer excellence.

Strategic Operations

• Build and deliver a multi-year roadmap for scaling operations.
• Implement tooling, automation, and reporting systems that drive efficiency.
• Work directly with the leadership team to align operations with growth strategy.

Customer & Account Management

• Work closely with customer success/account managers to ensure clients receive proactive service.
• Participate in strategic reviews, escalations, and renewal conversations.
• Use operational insight to drive retention and upsell opportunities.

What We’re Looking For

• MSP background is essential – this role requires proven experience leading operations in a managed service provider environment.
• Leadership of operational teams (20–50 people).
• Strong knowledge and practical application of ITIL processes.
• Experience leading change and embedding scalable processes in a growth business.
• Data-driven mindset with strong commercial awareness.
• Outstanding leadership and communication skills – able to engage with technical teams, customers, and senior leadership.

What’s on Offer

• Salary around £80,000 + bonus + benefits
• The chance to take ownership of service operations and drive transformation
• Autonomy to build best-practice processes in a scaling MSP
• A leadership team committed to investing in people, culture, and growth

Why This Role?

This is a leadership opportunity for someone who doesn’t just want to keep operations ticking over. It’s for someone who wants to build, transform, and lead change in a business that’s on a growth journey. If you want to make your mark in the MSP world, this is it.

We are an equal opportunities employer and welcome applications from all qualified candidates.