Senior Manager | Managed Services Operations

Senior Manager – Managed Service Operations Role & What’s in it for the applicant and why would they apply: This is a senior leadership role within a large-scale managed services environment, responsible for overseeing a global service operation of over 600 service desk engineers across the UK and offshore locations. You’ll lead through a layer of management (5 direct reports), driving performance, consistency, and transformation across a multi-site operation that is critical to customer delivery. The organisation is entering a period of significant change and evolution, with a strong focus on improving service quality, operational efficiency, and adopting modern approaches such as AI-driven operations (AIOps).

This role is ideal for someone who has already operated at scale and now wants to take ownership of a complex, high-visibility function, shaping how managed services are delivered over the coming years. 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.

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. Employer a leading global technology and managed services provider operating large-scale service operations across multiple regions, delivering critical infrastructure and support services to enterprise and public sector customers. #J-18808-Ljbffr