Job Details
Managed Services Manager
f0a58b1b-1b7d-4f3a-820b-1cb37da60077
Posted: 12/10/2026
- £60000.00 - £70000.00 per annum
- London, UK
- Permanent
Managed Services Manager, M365, Azure, Leadership, ITIL
An 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 Opportunity
You 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 Development
- Lead 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 Operations
- Own 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 & Innovation
- Drive 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.
Experience
- Proven 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.
Desirable
- ITIL 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.
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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
Dan Shannon
Associate Director | Infrastructure, Cloud & DevOps