IT Operations Manager

About the Role

We're seeking an experienced
IT Operations Manager
to lead our Managed Services operations, ensuring our clients receive reliable, secure, and scalable IT services. You'll own service delivery across helpdesk/NOC, projects, and client success, drive continuous improvement through ITIL aligned processes, and partner with leadership to meet revenue, margin, and customer satisfaction goals.

Key Responsibilities:

Service Delivery & Operations

• Own end to end
  MSP service delivery
  (Service Desk, NOC/SOC, Field, Projects) and ensure adherence to SLAs, OLAs, and contractual obligations.
• Manage daily operations in the
  PSA
  (ConnectWise, HaloITMS) and
  RMM
  N-Able) for ticket flow, scheduling, escalations, and change control.
• Run weekly
  Service Review Meetings
  , backlog grooming, and major incident postmortems (RCA).
• Oversee
  capacity planning
  and resource utilisation; maintain ...