3 days ago Be among the first 25 applicants
Proact UK Manchester, United Kingdom Full Time Reference:
* Lead the Service Desk and NOC, ensuring high-quality service delivery and adherence to SLAs.
* Oversee incident, request, change and problem management processes in line with ITIL best practices.
* Ensure the smooth operation of 24/7 support services, including out-of-hours escalation and major incident management.
* Drive process standardisation, automation, and continual improvement initiatives across the service operation lowering total costs.
* Review and analyse operational metrics (e.g., CSAT, resolution times, ticket volumes) to identify trends and areas for improvement.
* Oversee resource planning and recruitment to support business growth and changing service demands
* Build and maintain a culture of accountability, collaboration, and continuous development.
* Take part in structured mentoring programs for team leads and technical staff.
* Conduct regular one-on-ones and performance reviews with a focus on individual growth and career progression.
* Maintain the necessary certifications within the team to ensure highest level of support for services and customers
* Identify and propose solutions for ineffective operational structures that result in the duplication of resources, proliferation of systems, complexity and risk.
* Work closely with senior leadership to shape the service operations strategy
* 7+ years of experience in IT service operations leadership, preferably within an MSP or similar service-led environment.
* Proven track record in developing and mentoring high-performing teams.
* Strong working knowledge of ITIL frameworks (certification preferred) and experience implementing service improvement plans.
* Experience managing remote, on-site, and hybrid teams in fast-paced, multi-client environments.
* Exceptional interpersonal and communication skills with a collaborative and approachable leadership style.
* Experience implementing KPIs and reporting dashboards for service performance.
* Formal qualifications in management, coaching or mentoring (e.g., ILM Level 5/7, CIPD).
* ITIL v3/4 Foundation or higher certification.
* Familiarity with tools such as ServiceNow, Logic Monitor, BI or similar MSP platforms.
* A senior leadership role with the ability to shape the direction of our service function.
* A company culture that truly values its people and their development.
* Opportunities for continued learning, leadership coaching, and industry certifications.
* Flexible working arrangements and a collaborative team environment.
LNKD1_UKTJ
Seniority level
* Seniority level
Director
Employment type
* Employment type
Contract
Job function
* Job function
Management and Manufacturing
* Industries
Strategic Management Services
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