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Kelly Fowler
Lead Talent Partner
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Head of Customer Operations

Contract

Full Time

Location

Nottingham, Nottingham

Salary

£80,000

Location: East Midlands (hybrid/flexible)
Salary: £80,000 + performance bonus + benefits

 

 

The Opportunity

We’re representing a fast-growing Managed Service Provider that has big ambitions. With a 30-strong operations team already in place, they’re now looking for a Head of Operations to lead, scale, and transform their service delivery.

This is a pivotal role. You’ll own the customer lifecycle end-to-end, from onboarding to service desk, through ITIL processes, account management, and escalations. Your mandate is to implement best practice, lead people, and build a robust, scalable operational model that turns a good MSP into a best-in-class one.

What You’ll Be Doing

Customer Lifecycle & Onboarding

  • Own and optimise the post-sale onboarding process.
     
  • Drive seamless handovers from sales/pre-sales into operations.
     
  • Ensure transitions are documented, scalable, and consistent.
     

Service Desk & Delivery

  • Lead and develop a service desk of c.30 people across multiple levels of support.
     
  • Ensure KPIs and SLAs are met with a focus on customer satisfaction.
     
  • Manage escalations, incident and problem management, and continual service improvements.
     

Process & Governance (ITIL)

  • Embed ITIL processes across the business: incident, change, problem, knowledge.
     
  • Mature processes and ensure they scale with growth.
     
  • Implement data-driven reporting, trend analysis, and service reviews.
     

People Leadership

  • Lead, coach, and mentor managers and team leads.
     
  • Develop career paths, training, and succession planning.
     
  • Build a culture of accountability, ownership, and customer excellence.
     

Strategic Operations

  • Build and deliver a multi-year roadmap for scaling operations.
     
  • Implement tooling, automation, and reporting systems that drive efficiency.
     
  • Work directly with the leadership team to align operations with growth strategy.
     

Customer & Account Management

  • Work closely with customer success/account managers to ensure clients receive proactive service.
     
  • Participate in strategic reviews, escalations, and renewal conversations.
     
  • Use operational insight to drive retention and upsell opportunities.
     

What We’re Looking For

  • MSP background is essential – this role requires proven experience leading operations in a managed service provider environment.
     
  • Leadership of operational teams (20–50 people).
     
  • Strong knowledge and practical application of ITIL processes.
     
  • Experience leading change and embedding scalable processes in a growth business.
     
  • Data-driven mindset with strong commercial awareness.
     
  • Outstanding leadership and communication skills – able to engage with technical teams, customers, and senior leadership.
     

 

What’s on Offer

  • Salary around £80,000 + bonus + benefits
     
  • The chance to take ownership of service operations and drive transformation
     
  • Autonomy to build best-practice processes in a scaling MSP
     
  • A leadership team committed to investing in people, culture, and growth
     

 

Why This Role?

This is a leadership opportunity for someone who doesn’t just want to keep operations ticking over. It’s for someone who wants to build, transform, and lead change in a business that’s on a growth journey. If you want to make your mark in the MSP world, this is it.

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