Senior Manager (Managed Service Operations) - Systems Integrator

Ready to lead a global service operation and shape the future of managed services?

Join a large-scale managed services organisation overseeing a global operation of over 600 service desk engineers across the UK and offshore locations. They are looking for a senior leader to drive performance, consistency, and transformation across a multi-site operation, working through a layer of management with five direct reports. Contribute to improving service quality, operational efficiency, and the adoption of modern approaches such as AI-driven operations (AIOps) during a period of significant organisational evolution.

Take the next step in your career and lead a complex, high-visibility function that will define how managed services are delivered for years to come, apply now!

Responsibilities

• Lead a large-scale managed service operation spanning 600+ service desk agents across multiple global locations.
• Manage and develop a team of 5 direct reports across operational leadership functions.
• Drive service performance, SLA adherence, and customer satisfaction across the estate.
• Lead and implement operational transformation initiatives, improving efficiency and scalability.
• Embed and maintain ITIL-based service management best practices.
• Work closely with key customers and stakeholders to ensure high-quality service delivery.
• Oversee workforce planning, resourcing, and operational structure.
• Identify opportunities to introduce automation and AIOps capabilities into service delivery.
• Manage change across a large operational environment, ensuring smooth adoption and minimal disruption.

Skills / Must Have

• Proven experience managing large-scale service operations (hundreds of engineers).
• Strong background within a Managed Service Provider (MSP) environment.
• Demonstrable experience working with enterprise customers and complex service environments.
• Strong understanding of ITIL frameworks and service management principles.
• Experience leading transformation and change programmes within operations.
• Excellent leadership, communication, and stakeholder management skills.

Highly Desirable

• Experience with AIOps / automation within service operations.
• Experience managing globally distributed teams.
• Exposure to security-cleared or regulated environments.

Location & Working Pattern

• Role can be based in London, Belfast, or Sheffield
• 3 days per week in the office

Additional Requirements

• Willingness and ability to undergo security clearance.

Benefits

• Opportunity to lead a large, global service operation.
• High-impact role with visibility across senior leadership.
• Significant involvement in transformation and modernisation programmes.
• Strong pension and bonus structure.
• 25 days holiday

Salary

• £110,000 basic salary
• £5,500 car allowance
• 15% bonus
• 10% pension