Head of Global MSP Operations

Uptime - MSP Operations, Delivered.; Crawley; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global managed services provider in Crawley is seeking a Head of Global MSP Operations to lead 24×7 operations across multiple locations. This role involves ensuring high-quality service delivery, fostering a strong service culture, and driving operational excellence. The ideal candidate will possess exceptional leadership and communication skills, along with experience in ITIL processes and team management. A hybrid working model is offered, with two days at the Crawley HQ each week.

Qualifications

• Proven experience leading multi-region service operations.
• Exceptional leadership and communication skills.
• Strong understanding of ITIL-based processes.

Responsibilities

• Lead and mentor Service Delivery Managers across multiple regions.
• Ensure operational coverage and consistent global handovers.
• Report operational performance and drive improvement initiatives.

Skills

Leadership

Communication skills

Operational metrics

ITIL processes

Team unification

Job description

Job Description

Role Summary

The Head of Global MSP Operations is responsible for leading our 24×7 Operations function across multiple international locations, ensuring consistent, high-quality service delivery to our MSP partners worldwide. Reporting at board level, this role provides strategic oversight and hands‑on leadership to Service Delivery Managers and their teams, driving operational excellence, cultural cohesion, and continual improvement across the business.

This leader will foster a strong service culture, develop high‑performing teams, and ensure that the global Helpdesk and NOC services operate seamlessly across time zones, delivering measurable value to customers.

This role will offer hybrid working, ideally working from our Crawley HQ two days per week.

Key Responsibilities

• Leadership & Culture
  • Lead, mentor, and develop the Service Delivery Managers and Team Leads across three follow-the-sun locations.
  • Embed a strong, people‑first culture emphasizing accountability, collaboration, and service excellence.
  • Champion employee engagement, professional growth, and performance management within the Ops function.
• Operational Oversight
  • Ensure 24×7 operational coverage and consistent global handovers across Helpdesk and NOC teams.
  • Oversee service quality, response times, and SLA adherence across all regions.
  • Partner with NOC leadership in Sri Lanka to align service standards, escalation paths, and cross‑team processes.
• Strategy & Reporting
  • Report operational performance, trends, and improvement initiatives at board level.
  • Identify and drive continuous improvement initiatives in people, process, and tooling.
  • Provide input into headcount and resource planning, advising on budget requirements and capacity.
• Process & Delivery Excellence
  • Ensure consistent process adoption and documentation across locations.
  • Collaborate with Service Delivery and Automation teams to improve operational maturity.
  • Lead incident management reviews and service improvement plans for key partners.

Key Outcomes

• High employee engagement and retention across Ops.
• Consistent SLA performance and reduced service variance between regions.
• Improved collaboration and cultural alignment across global teams.
• Clear, data-driven operational reporting to the board.

Ideal Candidate Profile

• Proven experience leading multi-region service operations (preferably within an MSP or managed services environment).
• Exceptional leadership and communication skills with the ability to inspire and unify global teams.
• Strong understanding of ITIL-based processes and 24×7 service delivery dynamics.
• Adept at using operational metrics and KPIs to inform strategy and decision-making.
• Experienced in managing through Service Delivery Managers or equivalent mid‑level leaders.