Our client is a well-established Managed Service Provider, CRM, and Software Development business, and they`re looking for an experienced IT Operations Manager to take the lead on service delivery, performance, and continuous improvement across their customer base.

This is a hands-on leadership role where you`ll oversee day-to-day IT operations, service delivery, and project execution, while also acting as the go-to escalation point for more complex issues. You`ll be balancing technical know-how with people leadership and process improvement, making sure customers receive a reliable, secure, and scalable service.

Operational & Service Management

• Take ownership of the day-to-day delivery of IT services, ensuring SLAs and KPIs are consistently met
• Act as the senior escalation point for both operational and technical issues
• Keep processes, documentation, and standards up to date and continuously improving
• Oversee incident, problem, and change management
• Ensure customer environments are stable, secure, and aligned with best practice

Team Leadership & Development

• Lead and support technical support and project teams
• Coach, mentor, and develop team members
• Clearly communicate company direction, team goals, and priorities
• Identify skills gaps and support ongoing training and development

Project & Change Delivery

• Oversee the full lifecycle of IT projects-from planning through to delivery and handover
• Ensure projects are delivered on time, within scope, and to the right technical standards
• Provide technical oversight before, during, and after project delivery
• Carry out site surveys and ensure accurate documentation is produced

Customer & Stakeholder Management

• Build strong, trusted relationships with key stakeholders
• Act as a senior technical advisor, helping customers align IT with their wider business goals
• Support Directors with pre-sales input and solution design
• Ensure smooth handovers into support teams

Technical Oversight

• Maintain oversight across customer environments, including:
• Windows Server and Active Directory
• Cloud platforms (Azure, Microsoft 365)
• Virtualisation (VMware, Hyper-V)
• Networking, firewalls, and security solutions
• Ensure best practice across backup, disaster recovery, security, and patching
• Stay hands-on when needed, particularly for complex issues or critical incidents

• 5+ years` experience in a customer-facing IT role within an MSP environment
• Proven experience managing IT operations, service delivery, or technical teams
• Strong background in Microsoft 365, Azure, Windows Server, and Active Directory
• Solid understanding of networking, security, and virtualisation technologies
• Excellent communication skills and the ability to build confidence at all levels
• Strong organisational skills with great attention to detail
• Comfortable working under pressure and managing competing priorities

Experience with:

• Microsoft 365, Teams, Exchange, SharePoint, Intune, Autopilot
• VMware ESX, vCenter, and/or Hyper-V
• Backup solutions and enterprise firewalls (Sophos XGS)
• Email security platforms (Mimecast, Symantec)
• LAN, WAN, VLAN, VPN, enterprise wireless, and MFA
• Sophos, Egnyte, and Ubiquiti
• IT certifications or formal technical qualifications
• Strong documentation and reporting skills