Head of Global MSP Operations
2 weeks ago
Job DescriptionMake sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below.Role SummaryThe Head of Global MSP Operations is responsible for leading our 24×7 Operations function across multiple international locations, ensuring consistent, high-quality service delivery to our MSP partners worldwide. Reporting at board level, this role provides strategic oversight and hands‑on leadership to Service Delivery Managers and their teams, driving operational excellence, cultural cohesion, and continual improvement across the business.This leader will foster a strong service culture, develop high‑performing teams, and ensure that the global Helpdesk and NOC services operate seamlessly across time zones, delivering measurable value to customers.This role will offer hybrid working, ideally working from our Crawley HQ two days per week.Key ResponsibilitiesLeadership & CultureLead, mentor, and develop the Service Delivery Managers and Team Leads across three follow-the-sun locations.Embed a strong, people‑first culture emphasizing accountability, collaboration, and service excellence.Champion employee engagement, professional growth, and performance management within the Ops function.Operational OversightEnsure 24×7 operational coverage and consistent global handovers across Helpdesk and NOC teams.Oversee service quality, response times, and SLA adherence across all regions.Partner with NOC leadership in Sri Lanka to align service standards, escalation paths, and cross‑team processes.Strategy & ReportingReport operational performance, trends, and improvement initiatives at board level.Identify and drive continuous improvement initiatives in people, process, and tooling.Provide input into headcount and resource planning, advising on budget requirements and capacity.Process & Delivery ExcellenceEnsure consistent process adoption and documentation across locations.Collaborate with Service Delivery and Automation teams to improve operational maturity.Lead incident management reviews and service improvement plans for key partners.Key OutcomesHigh employee engagement and retention across Ops.Consistent SLA performance and reduced service variance between regions.Improved collaboration and cultural alignment across global teams.Clear, data-driven operational reporting to the board.Ideal Candidate ProfileProven experience leading multi-region service operations (preferably within an MSP or managed services environment).Exceptional leadership and communication skills with the ability to inspire and unify global teams.Strong understanding of ITIL-based processes and 24×7 service delivery dynamics.Adept at using operational metrics and KPIs to inform strategy and decision-making. xpwpeyx Experienced in managing through Service Delivery Managers or equivalent mid‑level leaders.#J-18808-Ljbffr
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Head of Global MSP Operations
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Crawley, United Kingdom Uptime - MSP Operations, Delivered. Full time £150 - £200A global managed services provider in Crawley is seeking a Head of Global MSP Operations to lead 24×7 operations across multiple locations.Do you have the right skills and experience for this role Read on to find out, and make your application.This role involves ensuring high-quality service delivery, fostering a strong service culture, and driving...
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Crawley, United Kingdom Uptime Solutions Ltd Full time £150 - £200A leading technology service provider in Crawley seeks a Head of Global MSP Operations to lead their 24x7 Operations function.Apply (by clicking the relevant button) after checking through all the related job information below.The role involves strategic oversight of Service Delivery Managers, ensuring high-quality service delivery to MSP partners...
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