Salary: On application

Our client, a leading Managed Service Provider (MSP) specialising in delivering IT services and technical projects to schools nationwide, is seeking an experienced Operations Director. This is a strategic, hands-on leadership role driving operational excellence across service delivery, technical teams, and project delivery.

Reporting directly to the Managing Director, you will play a key role in shaping scalable, efficient operations that support growth, improve customer experience, and strengthen the delivery of managed IT services to over 5,000 schools across the UK.

Operational Leadership & Transformation

• Lead operational teams to deliver consistent, high-quality services.
• Drive process improvement, change management, and operational modernisation.
• Align ways of working across field teams, service desk, and projects.
• Champion a culture of continuous improvement and operational excellence.

Service Delivery & Performance

• Ensure a reliable, professional managed service for all customers.
• Set service performance metrics and monitor results.
• Drive consistency, standards, and best practices across teams.
• Strengthen operational documentation, processes, and shared methodologies.

Project Delivery

• Oversee successful technical project delivery, ensuring minimal disruption.
• Support project frameworks, resource planning, and capability development.
• Ensure project delivery supports business growth and onboarding.

Strategic Leadership

• Contribute to the wider strategic direction of the MSP.
• Align operational infrastructure with commercial and growth plans.
• Provide insight on resource planning, capacity, service development, and long-term operational needs.

People Leadership

• Build strong leadership within operational teams.
• Drive accountability, performance management, and workforce planning.
• Identify and develop future leaders.
• Work closely with People & Culture to support engagement and development.

Essential

• Extensive experience in a Managed Service Provider (MSP) environment.
• Proven leadership of large-scale service delivery operations.
• Strong background in operational transformation and change management.
• Experience overseeing technical support, service desk, and project teams.
• Ability to develop processes, frameworks, and operational efficiencies.
• Excellent communication and stakeholder engagement skills.
• Comfortable operating in a fast-paced, evolving environment.

Desirable

• Experience working in the education/schools IT sector.
• Knowledge of ITIL, Prince2, or similar operational frameworks.

• Highly driven and results-focused.
• Confident leading organisational change.
• Collaborative, team-oriented, and customer-focused.
• Able to operate strategically while remaining hands-on as needed.