This role will be the single point of accountability for the team, the
clients, service delivery, and the commercial performance of the division.
The role leads and develops the engineering and service desk team, owns the client relationships, creates and directs project work, and is accountable for the operational quality, client retention, and profit and loss of the managed services business.
Skills and background required:
Essential
- Demonstrated experience running, or effectively running, a Managed Services or MSP business. Ideal size would be between 10-30 people
- Real ownership: accountability for delivery, a team, clients, and the profit and loss or a clear commercial line of sight.
- Strong people leadership: building, leading, and developing technical teams, managing performance, and setting standards.
- End-to-end ownership of client relationships: senior client-facing skills, handling escalations, and protecting retention.
- Strong technical credibility across the MSP stack (Microsoft 365, Azure, Windows Server, networking, backup and DR, security), enough to be seen by clients as the technical leader. The role does not require the deepest hands-on engineering skill, but it does require credible technical authority in the room.
- Confident, active use of AI in day-to-day work, and a real drive to embed AI and automation across the business. This is a core requirement of the role, not an optional extra. It is a modern, tech-forward leadership role, not an old-school, hands off, command-and-control one.
- Data-driven: runs a service business on metrics, dashboards, and clear reporting.
- Strong commercial and operational discipline: resourcing, utilisation, margin, and project delivery.
Desirable
- Automation and systems depth: scripting, APIs, or building integrations, not just using tools.
- ConnectWise experience, including automating or extending a PSA.
- Exposure to cybersecurity tooling and the modern cyber stack.
- Experience through a period of business change, integration, or transition.
- • Experience working within the Entrepreneurial Operating System (EOS) business management framework.