Role Overview

• MSP Operations & Delivery Manager
  
• Full remote - working from South Africa 
  
• MSP Industry - must have experience in this industry
  
• Permanent role - UK based hours, Mon - Fri. 
  

Reporting to the Director of Operations, the Operations Manager is responsible for leading, managing and being accountable for the various aspects of the role aligned to the business. The Operations Manager is accountable for proactively managing the Managed Services team which includes Dispatch, L1 to L3 Service Desk Engineers, and Technical Alignment, and for all the activities and responsibilities of the Managed Services team. The Operations Manager is also responsible for ensuring service and support is provided to customers at agreed levels and high technical standard.

Requirements

Key Responsibilities

• Motivate, lead, and support the Managed Services team to maintain high morale and a collaborative workplace.
  
• Encourage the team with weekly 1:1’s to support, coach and hold team members to account on their KPI's, To Do’s and quarterly ‘ROCKS’ along with their development goals.
  
• Complete Quarterly and Annual Performance Reviews for the team.
  
• Identify skills gaps, develop training plans, and manage recruitment and onboarding.
  
• Oversee team activities to ensure effective scheduling, resource allocation, and operational efficiency.
  
• Ensure SOPs are defined, maintained, and consistently applied across all processes.
  
• Support the Out Of Hours service, which includes managing the service, rotas, coverage etc. in line with SLAs. (Ops Manager will not be on call, but may need to be available for escalation)
  
• Maintain surveillance and auditing for ISO 27001 and other required accreditations.
  
• Manage departmental budget with full P&L responsibility and drive profitability through efficient service delivery and optimal billing.
  
• Set, monitor, and report KPIs and trends weekly, monthly, and as needed.
  
• Communicate effectively and promptly with clients on all matters, building strong relationships and managing escalations to resolution.
  
• Promote excellent customer service and continuously seek ways to improve the client experience and satisfaction ratings.
  
• Oversee accurate and timely resolution of incidents and requests in line with SLAs (Service Level Agreements), including incident reviews and lessons learned.
  
• Drive problem investigations and resolution as required.
  
• Manage handover from Commercial to Managed Services for project initiation, resourcing, delivery, and completion.
  
• Take ownership of continuous improvement initiatives and implement systems for efficiency.
  
• Provide support for other areas of the business as required.
  

Eligibility – Skills, Qualifications & Experience

The ideal candidate will bring a blend of relevant experience, technical knowledge, and professional qualifications where required, that enable success in a dynamic, client-focused environment.

• Minimum 3 years’ experience as a hands-on Operations Manager/ Service Delivery Manager in an IT Company or MSP.
  
• Previous experience in managing a team of people, including training, developing, motivating, and mentoring team members.
  
• Demonstrated ability to develop team members in required technical skills.
  
• Understanding of IT services including Microsoft 365, Azure, cybersecurity, networking, and managed services.
  
• Ability to create, analyse, interpret and report data and key metrics to drive service.
  
• Demonstrated experience of ISO Surveillance & Accreditation process.
  
• Proven experience managing and resolving client escalations with a focus on root cause analysis, timely resolution, and maintaining positive client relationships.
  
• Proficiency in CRM and PSA tools (e.g., ConnectWise, HubSpot).
  
• Demonstrated ability of designing, building and implementing processes from scratch.
  
• Excellent written and verbal communication skills.
  

Relevant certifications:

• 3rd level qualification (degree) in Computer Science, Business or related discipline.
  
• Microsoft Certified (e.g., Azure AZ-104, M365 Enterprise Admin, etc) .
  
• ITIL Foundation and/ or Project Management certifications such as Prince 2 or equivalent.