About the job Head of IT Service Delivery

The Head of Managed IT Services is a hands-on operational leader responsible for managing external IT service delivery across desktop support, server support, and M365 tenancy services. This role addresses critical technical capability gaps that currently impact service delivery and requires someone who lives in the operations daily managing service delivery, optimizing tools, solving technical problems, and ensuring SLA compliance. This is fundamentally an operational role where 80%+ of time is spent in day-to-day execution and technical problem-solving.

This leader will be deeply engaged in the operational aspects of service delivery, from managing major incidents personally to optimizing technology platforms hands‑on. The role requires expertise across the MSP technology stack including Microsoft M365/O365, Threat locker, Acronis Cyber Protect, Datto RMM, Autotask, and Cloudflare, with the expectation that the incumbent...