Senior Manager – Managed Service Operations
Role & What’s in it for the applicant and why would they apply:
This is a senior leadership role within a large-scale managed services environment, responsible for overseeing a global service operation of over 600 service desk engineers across the UK and offshore locations.
You’ll lead through a layer of management (5 direct reports), driving performance, consistency, and transformation across a multi-site operation that is critical to customer delivery.
The organisation is entering a period of significant change and evolution, with a strong focus on improving service quality, operational efficiency, and adopting modern approaches such as AI-driven operations (AIOps).
This role is ideal for someone who has already operated at scale and now wants to take ownership of a complex, high-visibility function, shaping how managed services are delivered over the coming years.
Responsibilities
- Lead a large-scale managed service operation spanning 600+ service desk agents across multiple global locations.
- Manage and develop a team of 5 direct reports across operational leadership functions.
- Drive service performance, SLA adherence, and customer satisfaction across the estate.
- Lead and implement operational transformation initiatives, improving efficiency and scalability.
- Embed and maintain ITIL-based service management best practices.
- Work closely with key customers and stakeholders to ensure high-quality service delivery.
- Oversee workforce planning, resourcing, and operational structure.
- Identify opportunities to introduce automation and AIOps capabilities into service delivery.
- Manage change across a large operational environment, ensuring smooth adoption and minimal disruption.
Skills / Must Have
- Proven experience managing large-scale service operations (hundreds of engineers).
- Strong background within a Managed Service Provider (MSP) environment.
- Demonstrable experience working with enterprise customers and complex service environments.
- Strong understanding of ITIL frameworks and service management principles.
- Experience leading transformation and change programmes within operations.
- Excellent leadership, communication, and stakeholder management skills.
Highly Desirable
- Experience with AIOps / automation within service operations.
- Experience managing globally distributed teams.
- Exposure to security-cleared or regulated environments.
Location & Working Pattern
- Role can be based in London, Belfast, or Sheffield.
- 3 days per week in the office.
Additional Requirements
- Willingness and ability to undergo security clearance.
- Opportunity to lead a large, global service operation.
- High-impact role with visibility across senior leadership.
- Significant involvement in transformation and modernisation programmes.
- Strong pension and bonus structure.
Employer
a leading global technology and managed services provider operating large-scale service operations across multiple regions, delivering critical infrastructure and support services to enterprise and public sector customers.
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