MSP Operations Leader: Service Delivery & Improvement

IP-People; Manchester; On-site; GBP 65,000 - 90,000; Full time

Job summary

IP-People is seeking an experienced Operations Manager to lead and develop its managed IT services operation in Manchester. You will oversee day-to-day performance of the technical service function, ensuring high standards of support while driving process improvements, structure and performance.

You will work with senior leadership and technical managers across areas including service delivery, customer satisfaction, performance metrics, and resource planning.

Qualifications

• Experience managing technical operations within MSP/IT services environment.
• Ability to balance customer expectations with engineer workloads and priorities.
• Experience with ITSM/PSA processes and continuous improvement.

Responsibilities

• Service delivery and operational performance.
• Service desk and technical support operations.
• Customer satisfaction and escalations.
• Team leadership and performance management.
• Resource and capacity planning.
• KPIs, SLAs and operational reporting.
• ITSM/PSA processes and continuous improvement.
• Process improvement and automation.
• Project and technical resource coordination.
• Operational efficiency and service quality.

Skills

Leadership

Service delivery management

Operational performance

Team leadership

Resource planning

KPIs & SLAs

ITSM/PSA

Job description

IP-People is seeking an experienced Operations Manager to lead and develop its managed IT services operation in Manchester. You will oversee day-to-day performance of the technical service function, ensuring high standards of support while driving process improvements, structure and performance.

You will work with senior leadership and technical managers across areas including service delivery, customer satisfaction, performance metrics, and resource planning.