Managed Services Manager

Managed Services Manager, M365, Azure, Leadership, ITILAn exciting opportunity has arisen for an experienced Managed Services Manager to lead a high-performing technical operations team delivering exceptional support, engineering and infrastructure services to a portfolio of demanding, technology-focused clients.The OpportunityYou will be responsible for leading approximately 25 technical professionals across support, engineering and field services, creating a culture of accountability, ownership and customer focus.Working closely with Service Delivery, Account Management, Security and Professional Services teams, you will ensure clients receive a world-class service experience while driving automation, standardisation and operational efficiencies across the business.This role is ideal for a proven Managed Services leader who enjoys developing people, improving processes and building trusted relationships with both clients and internal stakeholders.Leadership & Team DevelopmentLead and develop Service Desk, Field Engineering and Third-Line Engineering teams.Coach and mentor team leaders to drive performance, accountability and continuous improvement.Create a high-performing culture focused on service excellence, collaboration and customer satisfaction.Manage recruitment, onboarding, performance management and succession planning.Build clear development pathways for technical staff and future leaders.Service OperationsOwn day-to-day service performance across incidents, requests, escalations and problem management.Ensure SLA performance, ticket ownership and customer communications remain at the highest standards.Act as the senior escalation point for priority incidents and complex customer issues.Lead major incident management and service recovery activities.Chair operational change governance and ensure effective risk management across customer environments.Maintain strong operational control over ticket queues, backlogs, resource planning and service delivery.Service Improvement & InnovationDrive a proactive service model focused on preventative maintenance, risk reduction and customer outcomes.Lead initiatives around automation, self-service and AI-enabled workflows.Implement structured continual service improvement programmes.Use operational data and trends to identify recurring issues and opportunities for optimisation.Support the development of scalable, standardised and repeatable service delivery practices.ExperienceProven experience managing multi-disciplinary Managed Services or IT Support teams.Strong leadership experience across Service Desk, Infrastructure, Field Engineering or Technical Support functions.Demonstrable success improving service quality, operational performance and customer satisfaction.Excellent people management and coaching skills.Strong understanding of IT Service Management processes, including Incident, Problem, Change and Major Incident Management.Experience managing escalations and engaging with senior client stakeholders.Good knowledge of Microsoft 365, Azure and Modern Workplace technologies.Strong analytical and decision-making capabilities, with a data-driven approach to improvement.Commercial awareness and an understanding of balancing service quality, customer outcomes and operational efficiency.DesirableITIL v4 certification (Foundation minimum).Experience within a Managed Services Provider (MSP) environment.Experience with automation, AI-enabled service delivery and self-service technologies.Knowledge of ISO 27001, ISO 9001 and Cyber Essentials frameworks.Experience with service reporting, RMM, PSA and endpoint management platforms.Exposure to security operations, vulnerability management or proactive technical service programmes.This position does require you onsite 5 days a week.Managed Services Manager, M365, Azure, Leadership, ITIL #J-18808-Ljbffr