Automation & Service Improvement Lead (Managed Services)

Probrand Limited; Birmingham; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

31 days’ holiday

Buy/sell annual leave

Life Insurance

Private Medical Insurance

Discount platform

Wellbeing app with virtual GP

Cycle to work

Volunteer leave

Employee Assistance Programme

Gym access and facilities

Job summary

Probrand in Birmingham is hiring a Managed Services Engineer to lead automation and service improvement across our growing MSP portfolio. You will identify where time is lost, introduce smarter ways of working, and turn ideas into practical changes that deliver measurable operational impact.

You'll automate repetitive tasks using NinjaOne and other tools, build an improvement roadmap with owners and outcomes, and help shape future service offerings through cross-department collaboration.

Qualifications

• Experience in a Managed Services Provider, managed services, IT operations, service desk or technical operations environment.
• Hands-on experience with automation, workflow tools, scripting, systems integration, reporting automation or process improvement.
• Strong analytical and communication skills, with the ability to translate technical findings into clear recommendations for operational, commercial and customer-facing audiences.

Responsibilities

• Identify repetitive, manual and time-consuming work across the managed services portfolio, then automate it using NinjaOne, native platform automation and AI-enabled tools where they genuinely reduce operational overhead.
• Analyse where the team spends the most time and effort, then build a prioritised improvement roadmap with clear owners, measurable outcomes and practical delivery steps.
• Review service health, monitoring coverage, patch compliance and onboarding quality — turn findings into clear, actionable recommendations.
• Define and standardise best-practice processes for onboarding, service transitions and operational procedures, reducing rework and inconsistency.
• Work with support, projects, technical and sales teams to improve cross-departmental workflows, reduce friction in customer handovers, and make service transitions easier to repeat consistently.
• Support pre-sales and proof-of-concept conversations where technical credibility matters, and help shape future service offerings.

Job description

Probrand in Birmingham is hiring a Managed Services Engineer to lead automation and service improvement across our growing MSP portfolio. You will identify where time is lost, introduce smarter ways of working, and turn ideas into practical changes that deliver measurable operational impact.

You'll automate repetitive tasks using NinjaOne and other tools, build an improvement roadmap with owners and outcomes, and help shape future service offerings through cross-department collaboration.