Director Of Operations

Location: South West Scotland
Working pattern: Full-time with a hybrid/flexible model
Package: Competitive salary aligned with experience

Talent Media is working exclusively with a successful, privately owned managed IT services provider to appoint an Operations Director.

This is a senior leadership opportunity for somebody who wants to do more than simply oversee day-to-day service delivery. You will help shape how the business operates, strengthen its leadership structure and introduce the processes and accountability needed to support its next stage of growth.

The business already has a loyal customer base, an experienced team and strong foundations. This is not a turnaround role. The opportunity is to understand what is working, identify where greater structure is needed, and help the company scale in a controlled, commercially sustainable way.

The Role

Reporting to the board and working as part of the senior leadership team, you will own the customer and operational lifecycle across the business.

Your remit includes product and service operations, customer onboarding, provisioning, technical support, service delivery, account management, customer experience, billing, and credit control.

You will not own new-business sales. Your commercial contribution will come through protecting customer relationships, improving retention, developing existing accounts, identifying opportunities to add value and ensuring new customers are handed over and supported effectively.

This is a visible, hands-on leadership appointment. You will work closely with operational teams, customers, suppliers, and the wider leadership team while creating greater clarity around ownership and performance.

Key Responsibilities

• Lead and develop the operational management team.
• Establish clear ownership across the complete customer lifecycle.
• Improve operational processes, controls and cross-functional working.
• Review the organisational structure and recommend changes that support future growth.
• Introduce meaningful KPIs, role profiles, skills matrices and performance frameworks.
• Improve operational management information, forecasting and resource planning.
• Develop a structured approach to customer engagement, retention and account management.
• Establish regular senior-level service reviews for key customers.
• Lead or oversee complex customer escalations.
• Use customer information and segmentation to identify retention risks, service issues and account-development opportunities.
• Improve billing accuracy, revenue assurance, aged debt and customer profitability.
• Influence pricing, suppliers, budgets and operational investment through clear commercial business cases.
• Support improvements in revenue, recurring income, gross margin, EBITDA and cost-to-serve.
• Ensure operational and technology changes are practical, scalable and effective in a live customer environment.

About You

You may already be an Operations Director within an MSP or IT services company. Alternatively, you could be an experienced Head of Operations, Head of Managed Services or senior Service Delivery leader ready to take the next step.

The job title matters less than the level at which you have operated and the results you can demonstrate.

Ideally, you will bring:

• Senior operational leadership experience within an MSP, IT services company or comparable technology-led service business.
• Experience leading multiple functions and managing senior direct reports.
• A strong understanding of the end-to-end managed-services customer lifecycle.
• Commercial responsibility for measures such as revenue, gross profit, EBITDA, retention, debt or cost-to-serve.
• Evidence of improving service performance, operational maturity, efficiency or commercial results.
• Experience introducing KPIs, performance frameworks and greater organisational accountability.
• Strong customer-management and commercial-negotiation skills.
• Experience handling complex customer escalations.
• The ability to use data and management information to make decisions and set priorities.

You will be straightforward, commercially aware and collaborative. You will know how to set expectations, hold people accountable fairly, and lead change without losing the existing team's trust.

What Is on Offer

• A competitive basic salary aligned with your experience.
• Company pension and annual-leave benefits.
• Ongoing training and professional development.
• The opportunity to help shape the next stage of a successful managed IT services business.

This role is fully office-based in South West Scotland, five days per week, so applicants must live within a realistic commuting distance or be prepared to relocate.

Apply

This search is being managed exclusively by Talent Media.

We will treat all enquiries confidentially, and we will not share your details with the client without your knowledge and permission.

Please apply with your CV, or contact Leanne Cunningham at Talent Media for an initial confidential conversation.