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.