Growth-Driven MSP Operations Director

Talent Media Ltd; East Kilbride; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Company pension

Annual leave benefits

Training & development

Job summary

Talent Media Ltd is partnering with a successful privately owned managed IT services provider to appoint an Operations Director. This senior leadership role goes beyond day-to-day delivery and focuses on shaping operations, strengthening leadership, and embedding processes for scalable growth.

Reporting to the board, you will own the customer and operational lifecycle, overseeing product and service operations, onboarding, provisioning, service delivery, account management, billing, and credit

Qualifications

• Senior leadership experience in MSP/IT services.
• Proven record managing multiple functions and senior reports.
• Strong understanding of end-to-end customer lifecycle.

Responsibilities

• Lead and develop the operational management team.
• Establish clear ownership across the complete customer lifecycle.
• Improve operational processes, controls and cross-functional working.
• Review the organisational structure and recommend changes that support future growth.
• Introduce meaningful KPIs, role profiles, skills matrices and performance frameworks.
• Improve operational management information, forecasting and resource planning.
• Develop a structured approach to customer engagement, retention and account management.
• Establish regular senior-level service reviews for key customers.
• Lead or oversee complex customer escalations.
• Use customer information and segmentation to identify retention risks, service issues and account-development opportunities.
• Improve billing accuracy, revenue assurance, aged debt and customer profitability.
• Influence pricing, suppliers, budgets and operational investment through clear commercial business cases.
• Support improvements in revenue, recurring income, gross margin, EBITDA and cost-to-serve.
• Ensure operational and technology changes are practical, scalable and effective in a live customer environment.

Skills

Operational leadership

MSP experience

Customer lifecycle

KPI frameworks

Data-driven decisions

Commercial acumen

Job description

Talent Media Ltd is partnering with a successful privately owned managed IT services provider to appoint an Operations Director. This senior leadership role goes beyond day-to-day delivery and focuses on shaping operations, strengthening leadership, and embedding processes for scalable growth.

Reporting to the board, you will own the customer and operational lifecycle, overseeing product and service operations, onboarding, provisioning, service delivery, account management, billing, and credit