ITSM Practice Lead - MSP - Service Management

ITSM Practice Lead – Service Operations

Permanent – Salary up to £60,000 DOE + 10% annual bonus and benefits

Hybrid 2-3 days per week onsite – after onboarding completed

Location: Hampton, Peterborough

The Role

As Practice Lead, you’ll be responsible for the day-to-day management of the Service Operations function. You’ll ensure services are delivered in line with SLAs, maintain high levels of customer satisfaction, and drive continuous improvements in working practices. You will also manage chargeable services, vendor compliance programmes, and support the wider operational strategy.

Key Responsibilities

Service Operations

• Lead the Service Operations team, setting business-aligned objectives and performance targets.
• Manage internal processes for delivering chargeable hardware support services.
• Continuously review systems and processes to identify efficiencies.
• Govern vendor certifications and ensure compliance with warranty support requirements.
• Monitor team workloads and forecast demand to ensure the team is supported and resourced effectively.
• Develop and deliver insightful KPIs to the wider business.
• Collaborate with internal teams and, where necessary, customers to resolve issues promptly.
• Ensure warranty processes adhere to vendor compliance requirements.
• Work closely with wider operational teams to ensure streamlined and productive workflows.

Leadership & People Management

• Hold regular one-to-one meetings with team members, supporting development and performance.
• Coach, mentor, and inspire your team to achieve their full potential.
• Lead recruitment and retention efforts to build a strong, capable team.
• Promote consistent use of tools, systems, and processes to uphold high standards across the department.

What You’ll Bring

• Proven leadership experience within a service operations environment.
• Strong understanding of IT vendor warranty programmes and compliance requirements.
• Excellent organisational and problem-solving skills.
• Ability to manage multiple priorities and workstreams simultaneously.
• Strong communication skills, both verbal and written.
• High proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint.
• Commercial awareness and experience working with senior stakeholders.
• Strong analytical skills and a data-driven mindset.

Desirable Attributes

• A proactive, energetic approach and passion for leading teams.
• A strategic thinker with a focus on transformation and innovation.
• Confidence working with stakeholders at all levels of the organisation.
• Commitment to continuous personal and professional development.

What We Offer

• Life assurance
• Competitive contributory pension scheme
• Private medical and dental insurance
• Enhanced maternity pay
• 25 days holiday plus bank holidays
• Option to purchase additional holiday
• Season ticket loan
• Access to a wide range of employee benefits and discounts