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Role: Technical Operations Director Salary: £80,000 Location: Manchester Sector: IT Managed Services

We are seeking an experienced, Technical Operations Director to lead technical service excellence across our Managed Services business. This role is pivotal in driving high‑quality service delivery, ensuring robust technical standards, and enabling continuous improvement across all operational functions. The successful candidate will bring deep MSP experience, strong technical governance capability, and the ability to elevate service quality across diverse commercial clients.

• Operational Leadership & Continuous Improvement
• Partner with the COO and senior leadership to design and deliver a continuous improvement roadmap across all service areas.
• Embed a culture of operational excellence by implementing, maintaining, and mentoring teams on agreed technical and service standards.
• Monitor, report on, and improve KPIs relating to service quality, compliance, customer satisfaction, and operational performance.

• Define, document, and maintain robust technical standards across all service lines.
• Lead governance initiatives to ensure alignment with industry best practice, regulatory frameworks, and client requirements.
• Conduct regular audits and quality reviews to ensure compliance and identify improvement opportunities.
• Act as a key stakeholder in approving and onboarding new technologies, ensuring they meet internal standards prior to adoption.

• Serve as an escalation point for complex L3 technical issues, guiding teams and reinforcing continuous skill development.
• Participate in customer checkpoints to ensure service performance aligns with client expectations.
• Work closely with account managers and client stakeholders as a trusted technical advisor, including supporting cyber security posture and compliance.
• Support the Bid and Pre‑Sales teams with technical insight, site assessments, and solution recommendations.

• Work with Group Solutions to ensure alignment on new products, implementation processes, and ongoing training requirements.
• Collaborate with engineering, projects, and service delivery teams to embed standards into day‑to‑day operational workflows.
• Partner with HR and leadership on recruitment of senior technical roles.
• Provide guidance, leadership, and mentoring to technical teams to foster quality, accountability, and knowledge growth.

• Significant experience in a senior technical or operational leadership role within an MSP or IT services organisation.
• Strong technical background across Microsoft technologies, infrastructure, networking, cloud services, and cyber security.
• Expert understanding of MSP toolsets including Datto RMM and Autotask PSA.
• Demonstrable experience building and enforcing technical standards, service governance, and quality frameworks.
• Excellent communication, stakeholder management, and cross‑functional leadership skills.
• Solid working knowledge of ITIL, ISO 27001, Cyber Essentials, and related compliance frameworks.

• Formal qualifications in IT service management, quality assurance, or related disciplines.
• Experience working within sectors requiring safeguarding and enhanced data protection (e.g., education).
• Strong ability to influence, coach, and drive meaningful change across technical and non‑technical teams.