Location:
East Midlands (hybrid/flexible)
Salary:
£80,000 + performance bonus + benefits
Recruiter:
Confidential Search via EMBS Talent
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.
People Leadership
* 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.
Apply in confidence or reach out for an initial conversation.