Operations Director On-site 4 days per week at Head Office (1 day remote) Up to £100,000 DOE base bonus *All applicants must have the right to work in the UK *MSP experience is essential for this post The Opportunity An established and high-performing IT Managed Service Provider (MSP) is seeking an experienced Operations Director to work directly with the Managing Director to drive operational excellence, accountability, and strategic execution. This is a pivotal leadership role focused on embedding a data-driven culture, improving performance across service teams, and ensuring strategic initiatives translate into measurable business outcomes. Key Responsibilities Strategy & Execution Drive business improvement initiatives aligned with company objectives. Ensure strategic plans are effectively implemented across operational teams. Accountability & Performance Own and manage operational KPIs across service teams (including utilisation and time logging). Hold managers accountable for deliverables and performance standards. Provide structured updates and operational insight to the MD. Data-Driven Leadership Utilise Power BI to analyse operational data and identify areas for improvement. Translate data into actionable change plans with measurable impact. Continuous Improvement Identify and propose operational improvements, outlining: Rationale Required effort Expected outcomes Commercial impact Oversee implementation and report on actual vs expected results. Leadership & Communication Act as a strategic right-hand to the MD, filtering operational pressure. Lead challenging conversations when required. Drive alignment, focus, and performance across teams. Oversee internal system and operational projects alongside service delivery teams. Essential Experience Proven senior operational leadership experience within an IT MSP (essential). Ideally experience gained within a larger-scale MSP environment with mature processes and reporting structures. Experience using Power BI to drive operational decisions. Demonstrable track record of delivering measurable improvements. Experience managing service teams, KPIs, and accountability frameworks. Commercial awareness and understanding of MSP metrics (utilisation, SLAs, margin, efficiency). Desirable Experience with Microsoft Power Platform (particularly Power Automate). Candidate Profile This role requires a commercially astute, data-driven operational leader who is comfortable operating at pace and holding teams to high standards. The successful individual will be highly organised, confident in navigating complex conversations, and motivated by driving tangible performance improvements. Set2Recruit are acting as an employment agency in relation to this vacancy