Managed Services Manager

Managed Services Manager, M365, Azure, Leadership, ITIL

 

An exciting opportunity has arisen for an experienced Managed Services Manager to lead a high-performing technical operations team delivering exceptional support, engineering and infrastructure services to a portfolio of demanding, technology-focused clients.

 

The Opportunity

You will be responsible for leading approximately 25 technical professionals across support, engineering and field services, creating a culture of accountability, ownership and customer focus.

 

Working closely with Service Delivery, Account Management, Security and Professional Services teams, you will ensure clients receive a world-class service experience while driving automation, standardisation and operational efficiencies across the business.

 

This role is ideal for a proven Managed Services leader who enjoys developing people, improving processes and building trusted relationships with both clients and internal stakeholders.

 

 

Leadership & Team Development

• Lead and develop Service Desk, Field Engineering and Third-Line Engineering teams.

• Coach and mentor team leaders to drive performance, accountability and continuous improvement.

• Create a high-performing culture focused on service excellence, collaboration and customer satisfaction.

• Manage recruitment, onboarding, performance management and succession planning.

• Build clear development pathways for technical staff and future leaders.

Service Operations

• Own day-to-day service performance across incidents, requests, escalations and problem management.

• Ensure SLA performance, ticket ownership and customer communications remain at the highest standards.

• Act as the senior escalation point for priority incidents and complex customer issues.

• Lead major incident management and service recovery activities.

• Chair operational change governance and ensure effective risk management across customer environments.

• Maintain strong operational control over ticket queues, backlogs, resource planning and service delivery.

Service Improvement & Innovation

• Drive a proactive service model focused on preventative maintenance, risk reduction and customer outcomes.

• Lead initiatives around automation, self-service and AI-enabled workflows.

• Implement structured continual service improvement programmes.

• Use operational data and trends to identify recurring issues and opportunities for optimisation.

• Support the development of scalable, standardised and repeatable service delivery practices.

Experience

• Proven experience managing multi-disciplinary Managed Services or IT Support teams.

• Strong leadership experience across Service Desk, Infrastructure, Field Engineering or Technical Support functions.

• Demonstrable success improving service quality, operational performance and customer satisfaction.

• Excellent people management and coaching skills.

• Strong understanding of IT Service Management processes, including Incident, Problem, Change and Major Incident Management.

• Experience managing escalations and engaging with senior client stakeholders.

• Good knowledge of Microsoft 365, Azure and Modern Workplace technologies.

• Strong analytical and decision-making capabilities, with a data-driven approach to improvement.

• Commercial awareness and an understanding of balancing service quality, customer outcomes and operational efficiency.

Desirable

• ITIL v4 certification (Foundation minimum).

• Experience within a Managed Services Provider (MSP) environment.

• Experience with automation, AI-enabled service delivery and self-service technologies.

• Knowledge of ISO 27001, ISO 9001 and Cyber Essentials frameworks.

• Experience with service reporting, RMM, PSA and endpoint management platforms.

• Exposure to security operations, vulnerability management or proactive technical service programmes.

This position does require you onsite 5 days a week

 

Managed Services Manager, M365, Azure, Leadership, ITIL