You’ll be shortlisted if you have

• Around 10 years leading business systems delivery as a Delivery Manager, Service Delivery Manager or senior project manager
• Delivered Dynamics 365 and know it well enough to challenge a partner’s scope and estimate without configuring it yourself. Finance and Operations is preferred, and Sales is valued
• Run continuous releases and an ITSM queue side by side
• Managed vendors with full budget accountability
• Got senior people to agree on priorities when none of them reported to you
• A habit of getting to the point. Updates here go to a Steering Committee of non-technical leaders, so they need to be short and plain

Key Responsibilities

• Own operational performance
• Lead and develop people
• Champion customer experience
• Drive commercial outcomes
• Manage capacity and capability
• Turn data into action
• Improve systems and processes
• Provide technical oversight
• Collaborate across the business

About You

• 5–10 years of relevant experience, ideally within an MSP, Managed Services, Service Desk or technical operations environment.
• Proven experience managing service delivery, operational performance, customer relationships and team productivity.
• Strong knowledge of IT service management, incident and escalation management, SLA management, queue operations and continuous improvement.
• Commercial acumen, with the ability to understand utilisation, billable hours, gross margin and cost-to-serve, and translate performance data into practical action.
• Experience working with service management platforms and reporting tools, ideally including ConnectWise and BrightGauge.
• The ability to lead, coach and hold people accountable while building a collaborative, high-performing team.
• Strong communication skills and the confidence to manage challenging customer situations and engage with both technical and non-technical stakeholders.
• Broad technical knowledge and the ability to guide escalations, challenge assumptions and identify opportunities across emerging technologies and automation.
• ITIL certification or equivalent practical experience. Relevant business or technology management qualifications will be advantageous.
• Benefits