We are a growing 150 people customer-focused Managed Service Provider looking to appoint an experienced Director of Operations tolead and evolve our end-to-end operations across service delivery, engineering, and projects. Operating within a managed services environment, we support a diverse client base across multiple sectors and pride ourselves on delivering high-quality, reliable services. As we continue to scale, were looking for a senior leader who can bring structure, accountability, and commercial focus to our operations. The Opportunity This is a key leadership role with responsibility for the end-to-end delivery function. You will oversee multiple technical and service teams, ensuring performance, efficiency, and quality across all areas of delivery. You will also play a critical role in aligning sales and delivery, ensuring that what is sold is achievable, well-scoped, and delivered successfully. Responsibilities Leading and developing teams across service desk, engineering, and project delivery Owning operational performance including SLAs, KPIs, utilisation, and customer satisfaction Driving a culture of accountability, ownership, and continuous improvement Working closely with sales to ensure smooth handover from pre-sales into delivery Managing resource planning, capacity, and forecasting Ensuring consistent, high-quality service delivery across a varied customer base Acting as a senior escalation point for complex client or service issues Supporting strategic planning and contributing to overall business growth Identifying and implementing improvements to processes, structure, and ways of working Experience Required Proven experience in a senior operational leadership role within a MSP Strong understanding of IT service delivery across support, infrastructure, and project services Experience leading multi-layered teams in a fast-paced, customer-driven environment Commercial awareness, with experience managing budgets, revenue, or gross profit A track record of driving operational improvements and leading change Strong stakeholder management skills, both internally and externally Comfortable challenging and driving teams towards solutions This role is hybrid working 2-3 days per week in our Central London office.