Managed Services Leader - M365/Azure & ITIL

McGregor Boyall; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

McGregor Boyall is seeking an experienced Managed Services Manager to lead a 25-strong technical operations team delivering support, engineering and infrastructure services to demanding clients. The role requires onsite leadership across Service Desk, Infrastructure and Field Engineering, with a focus on accountability, automation and customer-centric outcomes.

You will collaborate with Service Delivery, Account Management, Security and Professional Services to maintain world-class service

Qualifications

• Proven experience managing multi-disciplinary Managed Services or IT Support teams.
• Strong leadership across Service Desk, Infrastructure, Field Engineering or Technical Support functions.
• Proven success improving service quality, operational performance and customer satisfaction.
• Excellent people management and coaching skills.
• Strong understanding of IT Service Management processes (Incident, Problem, Change, Major Incident).
• Experience managing escalations and engaging with senior client stakeholders.
• Knowledge of Microsoft 365 and Azure technologies.
• Data-driven approach to improvements.
• Commercial awareness balancing service quality, customer outcomes and operational efficiency.

Responsibilities

• Lead and develop Service Desk, Field Engineering and Third-Line Engineering teams.
• Own day-to-day service performance across incidents, requests, escalations and problem management.
• Ensure SLA performance, ticket ownership and customer communications at high standards.
• Act as the senior escalation point for priority incidents and complex issues.
• Lead major incident management and service recovery activities.
• Chair operational change governance and ensure effective risk management across customer environments.
• Maintain strong operational control over ticket queues, backlogs, resource planning and service delivery.
• Drive a proactive service model with automation, self-service and AI-enabled workflows.
• Implement structured continual service improvement programmes.

Skills

Leadership

People management

Customer focus

Data-driven

Education

ITIL v4 Foundation certificate

Tools

Microsoft 365

Azure

Job description

McGregor Boyall is seeking an experienced Managed Services Manager to lead a 25-strong technical operations team delivering support, engineering and infrastructure services to demanding clients. The role requires onsite leadership across Service Desk, Infrastructure and Field Engineering, with a focus on accountability, automation and customer-centric outcomes.

You will collaborate with Service Delivery, Account Management, Security and Professional Services to maintain world-class service