Operations Director - MSP (UK-wide)
Salary: On application
The Opportunity
Our client, a leading Managed Service Provider (MSP) specialising in delivering IT services and technical projects to schools nationwide, is seeking an experienced Operations Director. This is a strategic, hands-on leadership role driving operational excellence across service delivery, technical teams, and project delivery.
Reporting directly to the Managing Director, you will play a key role in shaping scalable, efficient operations that support growth, improve customer experience, and strengthen the delivery of managed IT services to over 5,000 schools across the UK.
Key Responsibilities
Operational Leadership & Transformation
* Lead operational teams to deliver consistent, high-quality services.
* Drive process improvement, change management, and operational modernisation.
* Align ways of working across field teams, service desk, and projects.
* Champion a culture of continuous improvement and operational excellence.
Service Delivery & Performance
* Ensure a reliable, professional managed service for all customers.
* Set service performance metrics and monitor results.
* Drive consistency, standards, and best practices across teams.
* Strengthen operational documentation, processes, and shared methodologies.
Project Delivery
* Oversee successful technical project delivery, ensuring minimal disruption.
* Support project frameworks, resource planning, and capability development.
* Ensure project delivery supports business growth and onboarding.
Strategic Leadership
* Contribute to the wider strategic direction of the MSP.
* Align operational infrastructure with commercial and growth plans.
* Provide insight on resource planning, capacity, service development, and long-term operational needs.
People Leadership
* Build strong leadership within operational teams.
* Drive accountability, performance management, and workforce planning.
* Identify and develop future leaders.
* Work closely with People & Culture to support engagement and development.
Skills & Experience
Essential
* Extensive experience in a Managed Service Provider (MSP) environment.
* Proven leadership of large-scale service delivery operations.
* Strong background in operational transformation and change management.
* Experience overseeing technical support, service desk, and project teams.
* Ability to develop processes, frameworks, and operational efficiencies.
* Excellent communication and stakeholder engagement skills.
* Comfortable operating in a fast-paced, evolving environment.
Desirable
* Experience working in the education/schools IT sector.
* Knowledge of ITIL, Prince2, or similar operational frameworks.
Personal Attributes
* Highly driven and results-focused.
* Confident leading organisational change.
* Collaborative, team-oriented, and customer-focused.
* Able to operate strategically while remaining hands-on as needed.