Operations Manager

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

Operations Manager – Managed IT Services

We’re working with a growing Managed Service Provider looking to appoint an experienced Operations Manager to lead and develop its service delivery operation.

This is a broad leadership role with responsibility for the day-to-day performance of the technical service function, ensuring customers receive a consistently high standard of support while improving the processes, structure and performance behind the operation.

You’ll work closely with the senior leadership team and technical managers, with responsibility across areas including:

• 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

We’re particularly interested in speaking with people who have managed technical operations within an MSP, IT services or outsourced technology environment.

You’ll need to understand the realities of running a busy managed service operation, balancing customer expectations, engineer workloads, service performance and commercial priorities.

This could suit an established Operations Manager, Service Delivery Manager, Head of Service or Service Desk Manager ready to take broader operational responsibility.