Technical Operations Manager

About Us

We are a Managed Service Provider delivering technology support and dedicated resource services to clients across a wide range of industries worldwide. Our service portfolio includes IT helpdesk and tech support, dedicated staffing of system administrators, network engineers, migration experts, Microsoft 365 consultants, and project managers — enabling our clients to run lean internal IT teams while accessing enterprise-grade expertise on demand.

Role Overview

We are seeking a Head of Client Success & Technical Operations to lead our client relationships, manage internal delivery teams, and drive growth within our existing and incoming account base. This is a senior leadership role for someone who combines deep technical fluency in systems and networking with the interpersonal acuity to manage demanding clients and high-performing teams. You will work directly with the CEO and delivery leads to ensure outstanding service outcomes, expand engagement footprints across accounts, and maintain the technical hiring bar that makes our teams competitive.

Key Responsibilities

Client Management & Stakeholder Engagement

▸ Serve as the senior point of contact for key client accounts, maintaining strong relationships with IT directors, operations leads, and C-suite stakeholders

▸ Lead regular client reviews, QBRs, and service performance discussions — translating delivery metrics into business-relevant outcomes

▸ Manage escalations proactively, working across internal teams to resolve service issues before they affect client satisfaction or retention

▸ Ensure client onboarding is executed smoothly, with clear SLA alignment, handover documentation, and resource introductions

▸ Monitor client sentiment and satisfaction signals across the account base, flagging risk and opportunity to the CEO

Account Growth & Upselling

▸ Identify and pursue upsell and cross-sell opportunities within the existing client base — expanding resource engagements, adding service lines, and growing monthly run-rate revenue

▸ Develop account growth plans for strategic clients, mapping their evolving IT needs to additional managed services or dedicated staffing

▸ Position new service offerings to existing clients based on an understanding of their environments and roadmaps

▸ Scope and structure expanded service proposals, including commercial terms, SLAs, and resource configurations

▸ Work with delivery leads to translate client requirements into viable service engagements and present these back in compelling, client-ready formats

Internal Team Management

▸ Lead and manage a globally distributed team of technical professionals including system administrators, network engineers, M365 consultants, and project managers

▸ Set clear performance expectations, run regular 1:1s, and establish team cadences that keep delivery aligned with client commitments

▸ Identify skill gaps within the team and work with HR and operations to address them through hiring, training, or restructuring

▸ Build and maintain delivery playbooks, escalation procedures, and service handover frameworks that ensure consistency across the team

▸ Maintain a high-performance culture with accountability at every level — coaching underperformers and recognising top contributors

Technical Interviewing & Talent Assessment

▸ Lead or co-lead technical interviews for all internally hired roles including system administrators, network engineers, migration specialists, M365 consultants, and project managers

▸ Design and apply role-specific assessment criteria to rigorously evaluate candidates' hands-on knowledge — going beyond surface-level responses to stress-test real-world capability

▸ Prepare structured interview checklists and scenario-based questions tailored to each technical discipline

▸ Evaluate candidates' familiarity with Microsoft-dominant environments, identity and access management, cloud platforms, networking fundamentals, and remote support tooling

▸ Collaborate with HR and operations to build a repeatable, scalable hiring framework for technical roles across the business

Technical Hands-On Expertise

▸ Provide L1, L2, and L3 technical support direction — able to engage directly on complex escalations involving server infrastructure, network configuration, or cloud environments

▸ Assess the technical quality of work produced by internal teams, providing guidance and corrections where needed

▸ Contribute technical judgment to scoping decisions, service designs, and client proposals — ensuring commitments are deliverable

▸ Evaluate and advise on tooling, platforms, and methodologies used by delivery teams to drive efficiency and quality

Requirements

Required Qualifications

▸ 10+ years of experience in IT services, managed services, or a technical client-facing leadership role

▸ Demonstrated experience managing client relationships at a senior level — including escalation management, account reviews, and stakeholder communication across IT and business functions

▸ Strong track record of growing revenue within existing accounts through upselling, cross-selling, and expanding service engagements

▸ Proven experience managing and leading technical delivery teams, with clear accountability for team performance, development, and client outcomes

▸ Deep technical expertise in system/server-side environments: Windows Server, Active Directory, virtualisation (VMware/Hyper-V), storage, and backup solutions

▸ Strong networking knowledge: TCP/IP, DNS, DHCP, VPN, firewalls, switching and routing — with hands-on experience troubleshooting at L2/L3 level

▸ Solid working knowledge of Microsoft 365 including Exchange Online, Teams, SharePoint, Intune, and Azure AD/Entra ID

▸ Demonstrated ability to technically assess and interview candidates for IT roles such as sysadmins, network engineers, and M365 consultants

▸ Comfortable communicating across all levels — from end users and IT teams to directors and C-suite — across diverse client industries

Preferred Qualifications

▸ Experience in an MSP or MSSP environment, particularly in a client-facing leadership or service delivery management capacity

▸ Familiarity with migration projects — on-prem to cloud, server migrations, M365 tenant migrations — and the ability to scope and manage these engagements

▸ Prior exposure to EMEA and North American client environments, including regional IT norms and compliance expectations

▸ Awareness of ITSM frameworks (ITIL), project delivery methodologies (Agile, PMP), and common helpdesk platforms such as ConnectWise, Autotask, or Freshservice

▸ Experience building structured hiring and onboarding programmes for technical roles, including defining competency frameworks and assessment criteria

▸ Background in growing a technical team from an early stage — defining roles, compensation structures, and career progression