Technical Operations Manager

Nextech Group Limited; Wembley; Hybrid; GBP 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Nextech Group Limited in London is seeking a Technical Operations Manager to own the stability and performance of its MSP services. The role covers 24/7 operational delivery, leadership of service desk and senior engineers, and governance across changes, problems and major incidents.

You will drive improvements with KPIs, manage infrastructure projects, and act as a high-level escalation point for key clients. A hybrid work model and a competitive salary are offered.

Qualifications

• 5+ years leading IT service delivery or technical operations.
• Hands-on background progressing to service desk management and IT leadership.
• ITIL knowledge; ITIL certification preferred.

Responsibilities

• Own day-to-day IT operations across a 24/7 proactive support offering.
• Lead and develop service desk, 2nd/3rd line and senior engineering teams.
• Run operational governance: change, problem and major incident management.
• Turn technical capability into measurable outcomes with KPIs and reporting.
• Scope and deliver infrastructure modernisation and service improvement projects.
• Act as senior escalation point for key clients and build trusted relationships.

Skills

IT leadership

Service delivery

ITIL knowledge

Stakeholder communication

Incident management

Tools

Microsoft infrastructure

Networking

Cloud platforms

Security practices

Job description

Technical Operations Manager – MSP London

£65,000 to £75,000 + benefits | Permanent

I’m working with a well established London MSP that delivers managed IT, unified communications, managed print and enterprise content management to SME and mid-market clients. They’re known for a hands-on, partner-style approach, and their clients see them as an extension of their own team rather than a supplier. They’re now hiring a Technical Operations Manager to own the stability and performance of their service.

The role

• Own day-to-day IT operations across a 24/7 proactive support offering, making sure the service is reliable and aligned to client priorities
• Lead and develop service desk, 2nd/3rd line and senior engineering teams
• Run operational governance: change, problem and major incident management, escalations and SLA performance
• Turn technical capability into measurable outcomes, with KPIs, reporting and continuous service improvement
• Scope and deliver infrastructure modernisation and service improvement projects
• Act as a senior escalation point for key clients and build trusted relationships at management level

What they’re looking for

• 5+ years leading IT service delivery or technical operations, ideally in an MSP environment
• A background that started in hands-on support and grew into service desk management and senior IT leadership
• Strong ITIL knowledge (ITIL certified preferred) and a solid grasp of service management processes
• Experience across Microsoft infrastructure, networking, cloud and security; exposure to telephony/UC or print services is a bonus
• The ability to explain technical issues in business terms to clients and stakeholders
• A calm, structured approach to major incidents and a drive to keep improving things

Why apply

• A senior role with real ownership of service quality
• A close-knit, client-focused business where your changes are visible
• Hybrid working, a competitive salary and a clear path to further leadership responsibility