Position Mintivo are seeking an ambitious and experienced Service Director to join our team. This is a strategic and operational leadership role based onsite at our Lacock office, responsible for the performance, maturity, and continual improvement of our Service Desk and Project Delivery functions. As a key member of the senior leadership team you will help shape the overall company strategy and ensure our delivery operations are aligned with Mintivo’s growth and customer satisfaction ambitions. You will be a visible and influential leader, championing customer satisfaction and technical excellence, while encouraging a culture of accountability, learning, and innovation. Who We Are Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown 50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities. What We Offer People & Culture is the heartbeat of Mintivo. We believe success is built from within and is why we are incredibly proud of our team, our working environment and our fun, friendly and inclusive office culture. We live by our values. It is a fast paced, energetic and fun environment to be in. As an employee we will invest in you. We will invest in your training. We will invest our time and energy to help you develop your career and become the very best in your field of work. TeamMintivo isn’t just a cliched hashtag made up for social media - it’s a true reflection of what it’s like to work for us. Salary range £70,000 - £80,000 per annum Unlimited holiday Private Healthcare Performance and salary reviews Enrolment into the Mintivo Academy, aimed on your training and development needs with time available to complete during working hours Access to online courses, work related plus more, all at your fingertips Auto Enrolment pension scheme Staff and Customer referral scheme Great working atmosphere and balanced work environment – we are high performance and we take good care of each other Employee socials and events run by our Social Committee On site lounge area and Minchester bar Lots of cake and fruit And of course, you get to work for a fast-growing, modern, market leader like us! This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career. Main Duties Provide hands on leadership to the Service and Project Delivery teams, encouraging high performance, development, and customer satisfaction. Own and evolve Mintivo’s customer delivery strategy, balancing operational excellence with scalability and innovation. Oversee all aspects of service delivery including incident, problem, change, capacity, and knowledge management. Lead initiatives for continual service improvement aligned with ITIL best practices. Act as a senior escalation point for clients, contributing to account growth and retention. Champion the adoption and optimisation of ITSM platforms such as ConnectWise, driving automation and operational efficiency. Ensure successful delivery of IT projects by overseeing the project management lifecycle – from initiation through to transition. Build close relationships with clients and internal stakeholders to ensure service delivery aligns with commercial objectives and customer expectations. Collaborate closely with the Operations Director and other SLT members to align delivery with operational and strategic priorities. Collaborate with the Commercial Team to define, develop, and implement new service offerings into the Service Catalogue, ensuring alignment with business strategy and customer needs. Drive internal standards, documentation quality, governance, and compliance across customer delivery. Participate in monthly management meetings, contributing insight and leadership to support company wide decision making. Essential Skills & Experience Proven experience in a Service Director, Customer Delivery Director, Head of Service, or Head of IT Operations role within an MSP or IT services environment. Strong practical knowledge and application of ITIL principles, with a focus on Continual Service Improvement. Hands on experience managing and scaling service operations and project delivery teams. Excellent stakeholder management skills with experience engaging at C-level internally and externally. Strong working knowledge of ConnectWise or similar ITSM platforms. Solid understanding of project management principles and ability to embed consistent delivery practices. Commercially aware and driven to align service delivery with business outcomes. Ability to lead onsite teams with a visible, collaborative, and motivational leadership style. Comfortable being onsite daily at our Lacock office and active participation as an SLT member. Desirable: ITIL certification Project management certification (Agile, PMP) Experience with ISO based frameworks (ISO27001, ISO9001) Experience working in Cyber Essentials or MOD aligned environments Familiarity with Microsoft Cloud technologies Who You Are Excellent customer service is at the heart of what we do – you have an enthusiastic “can do” attitude who will be a welcomed addition to a positive team in a great environment. You have a willingness to learn from others while striving to benefit and add value for our customers. You will be keen to learn and progress. Notes 37.5 hours a week Mon-Fri. Due to the nature of the job some occasional work at weekends and outside of normal hours may be required. Travel to customer sites may be required so the ability to travel as and when required needs to be considered. This role requires a DBS and BPSS security checks. Don't think it's for you, but perhaps you have a friend who would be a perfect fit? We would be very grateful if you would share our job link with them! To Apply If this role sounds like you, be sure to apply. We’re asking for an up-to-date CV and short cover letter telling us why you’re interested and how you think you’re a good fit. We can’t wait to meet you. Mintivo Ltd are committed to securing the best talent regardless of gender, race, religion, age, sexual orientation, marital status, disability or any other characteristic that makes you, you. Please only apply if you have the Right to Work in the UK. Please note that we will do our best to reply to all applicants but if you have not heard from us within two weeks of applying, then feel free to give us a nudge! Recruiters are not required at this time. Talent Team at Mintivo recruitment@mintivo.co.uk About Us Who we are Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown 50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.