RecruitmentRevolution.com
Mile End, Essex
Ready to Own More Than the Ticket Queue? You've built solid 3rd Line infrastructure experience. You know how to get to the bottom of complex technical problems, understand the importance of security and you're ready for more ownership. This could be that step. Join Bulk , one of Europe's leading active nutrition brands, and take ownership across the infrastructure and cyber security environment supporting our fast-moving digital business. You'll work across cloud, networks, endpoints and security, strengthen our email security, help lead our upcoming Cyber Essentials project and tackle the security challenges that come with our rapidly evolving use of AI. We're ahead of the curve when it comes to building with AI, so you'll get extensive exposure to new tools, integrations and systems - with the freedom to get involved in other technical projects as the business evolves. If you're a strong 3rd Line Engineer with cyber security credentials who's ready to broaden your remit and take genuine ownership, we'd love to hear from you. The Role at a Glance Senior / 3rd Line IT Engineer Colchester, Essex Hybrid - 3 Days Office / 2 Days Home Occasional out-of-hours working and travel to London will be required. Competitive Salary + Excellent Benefits Full Time Permanent Focus: Infrastructure Cyber Security Cloud AI Enablement Your Background / Skills: 3rd Line Engineering, IT Infrastructure, Cyber Security, Azure, Google Workspace, Networking, CrowdStrike, Cisco, VMware vSphere, Windows Server, Jamf, Intune, Incident Response, Cyber Essentials, AI Tooling Who We Are Bulk is on an incredible journey, with a mission to evolve from a manufacturing-led retailer into a destination brand for active nutrition. We're shaking up the sports nutrition industry through innovative products, disruptive marketing and bold digital thinking that encourages people to see our brand differently. We want passionate risk-takers. People who challenge our thinking, live and breathe digital and aren't afraid to find a better way of doing things. And as our technology continues to evolve - particularly through AI - we need the infrastructure and security behind it to evolve just as quickly. The Opportunity As our Senior / 3rd Line IT Engineer, you'll take ownership of Bulk's infrastructure and cyber security environment, supported by our IT Service Desk Team Lead and wider team. This is a broad, hands-on technical role with some clear priorities. You'll help upgrade our email security, manage the security aspects of AI integration and take a leading role in our Cyber Essentials project next year. You'll also oversee infrastructure, security tooling, incident response, budgeting and contracting, while becoming a Tier 3 escalation point for complex issues that need deeper technical expertise. And we're not expecting you to walk through the door knowing every technology on our list. We're looking for someone with strong infrastructure foundations and genuine cyber security capability who can demonstrate experience across roughly 80% of our technical environment, with the curiosity and ability to pick up the rest. What You'll Be Doing Infrastructure • Manage and maintain Bulk s on-premise and cloud infrastructure, including Azure, Google Workspace, networks, firewalls and VPNs. • Ensure systems are secure, reliable, resilient and up to date. • Lead infrastructure projects from planning through to deployment, including budgets and contracts. • Provide Tier 3 support for complex issues and maintain clear technical documentation and handovers. • Support wider technical projects as business requirements evolve. Cyber Security • Develop and improve Bulk s security environment, with particular focus on email security. • Monitor, investigate and respond to security threats, incidents and data breaches. • Manage and optimise security technologies including SIEM, SOAR, EDR/MDR/XDR, CASB, ZTNA and SASE. • Lead Cyber Essentials activity and support wider compliance, including ISO 27001. • Assess vendor security and work with stakeholders to implement secure technology solutions. AI Tooling & Security • Support the secure adoption and scaling of AI tools across Bulk. • Manage AI platforms including Claude Code, GitHub Copilot, Codex-style tools, MCP servers, integrations and connectors. • Own user access, permissions and governance, applying least-privilege principles. • Support teams onboarding new AI technologies, balancing innovation and productivity with security and compliance. • Develop appropriate controls as agentic AI, MCP and connector-based technologies evolve. About You You're probably already operating at strong 3rd Line Engineer level and looking for the opportunity to take broader ownership across infrastructure and cyber security. You enjoy getting hands-on with technology, but you're also interested in the bigger picture - resilience, security, risk, projects and how technology can enable the business to move faster. You don't need to tick every technology box. Breadth, strong foundations and the ability to learn matter here. You'll likely bring: • Around 2-3 years' experience in a similar role, operating at 3rd Line Engineer level or equivalent. • At least one cyber security certification. • Hands-on experience across approximately 80% of the technologies and environments outlined within this advert. • Strong infrastructure experience spanning cloud and on-premise environments. • Good working knowledge of Azure, Google Workspace, networking, endpoint management and security. • Experience across technologies such as CrowdStrike, Cisco, VMware vSphere, Windows Server, Mac/Windows, Jamf, Intune, Automox and VPNs. • Strong security monitoring, incident response and threat-analysis knowledge, including IOC investigation and remediation. • Experience or knowledge of security frameworks and compliance, ideally including Cyber Essentials and ISO 27001. • The confidence and technical capability to handle complex Tier 3 escalations. • Strong problem-solving skills and a proactive approach to improving infrastructure and security. • Excellent communication skills and the confidence to work with colleagues, suppliers and senior leadership. • Willingness to undertake occasional out-of-hours work and travel to London. Even Better If You Bring • Hands-on experience administering AI coding or agent tools, including Claude Code, GitHub Copilot or Codex. • Experience configuring MCP servers, connectors, permissions and access controls. • Familiarity with emerging agentic AI infrastructure and its associated security considerations. • Experience working with Netskope. • Hands-on Netskope CASB/SSE experience covering areas such as SSL/TLS inspection, DLP, Zero Trust architecture, CASB policy design and SCIM-based provisioning. • ITIL or project management certification such as PRINCE2. • Additional cyber security certifications such as CISSP, CISM or CompTIA. Why Join Bulk ? This is a great opportunity if you're ready to move beyond traditional 3rd Line support and build broader experience across infrastructure, cyber security and AI. You'll have genuine ownership, support from the wider IT team and exposure to a broad technology landscape within a business that's actively embracing new ways of working. Because Bulk is already pushing ahead with AI, you'll also be solving security and infrastructure challenges that many businesses haven't encountered yet. You'll also enjoy: • Monthly Bulk Bank Benefits Allowance, including subsidised gym membership. • 60% discount on Bulk products. • Birthday day off. • PerkBox subscription. • Flexi Start. • Optional additional annual leave. • Teammate pension scheme. • Life Assurance. • Medicash. • Volunteering day. • Cycle to Work Scheme. • Enhanced maternity and paternity leave. • Workplace nursery scheme. • Fully stocked Bulk Pantry. • Happy Hour drinks fridge on Thursdays and Fridays. • Summer working hours. • Hybrid working - 3 days in the Colchester office / 2 days from home. Your Experience / Background / Previous Roles May Include 3rd Line Engineer, Senior 3rd Line Engineer, Infrastructure Engineer, IT Infrastructure Engineer, Infrastructure & Security Engineer, IT Security Engineer, Systems & Security Engineer, Senior IT Engineer, Cloud Infrastructure Engineer, Cyber Security Engineer or Infrastructure Support Engineer. Apply Now If you've built strong 3rd Line foundations and you're ready for a role where you can take genuine ownership across infrastructure, cyber security and emerging AI technology, we'd love to hear from you. Bring your technical breadth, security mindset and curiosity about what's coming next - and help build the resilient, secure technology foundation behind Bulk's continued growth. Bulk is an equal opportunities employer and is committed to building a diverse and inclusive team. We welcome applications regardless of age, disability, race, gender, religion, sexual orientation, education, neurodiversity or any other protected characteristic. Application notice We take your privacy seriously. As you might expect you may be contacted by email . click apply for full job details
Ready to Own More Than the Ticket Queue? You've built solid 3rd Line infrastructure experience. You know how to get to the bottom of complex technical problems, understand the importance of security and you're ready for more ownership. This could be that step. Join Bulk , one of Europe's leading active nutrition brands, and take ownership across the infrastructure and cyber security environment supporting our fast-moving digital business. You'll work across cloud, networks, endpoints and security, strengthen our email security, help lead our upcoming Cyber Essentials project and tackle the security challenges that come with our rapidly evolving use of AI. We're ahead of the curve when it comes to building with AI, so you'll get extensive exposure to new tools, integrations and systems - with the freedom to get involved in other technical projects as the business evolves. If you're a strong 3rd Line Engineer with cyber security credentials who's ready to broaden your remit and take genuine ownership, we'd love to hear from you. The Role at a Glance Senior / 3rd Line IT Engineer Colchester, Essex Hybrid - 3 Days Office / 2 Days Home Occasional out-of-hours working and travel to London will be required. Competitive Salary + Excellent Benefits Full Time Permanent Focus: Infrastructure Cyber Security Cloud AI Enablement Your Background / Skills: 3rd Line Engineering, IT Infrastructure, Cyber Security, Azure, Google Workspace, Networking, CrowdStrike, Cisco, VMware vSphere, Windows Server, Jamf, Intune, Incident Response, Cyber Essentials, AI Tooling Who We Are Bulk is on an incredible journey, with a mission to evolve from a manufacturing-led retailer into a destination brand for active nutrition. We're shaking up the sports nutrition industry through innovative products, disruptive marketing and bold digital thinking that encourages people to see our brand differently. We want passionate risk-takers. People who challenge our thinking, live and breathe digital and aren't afraid to find a better way of doing things. And as our technology continues to evolve - particularly through AI - we need the infrastructure and security behind it to evolve just as quickly. The Opportunity As our Senior / 3rd Line IT Engineer, you'll take ownership of Bulk's infrastructure and cyber security environment, supported by our IT Service Desk Team Lead and wider team. This is a broad, hands-on technical role with some clear priorities. You'll help upgrade our email security, manage the security aspects of AI integration and take a leading role in our Cyber Essentials project next year. You'll also oversee infrastructure, security tooling, incident response, budgeting and contracting, while becoming a Tier 3 escalation point for complex issues that need deeper technical expertise. And we're not expecting you to walk through the door knowing every technology on our list. We're looking for someone with strong infrastructure foundations and genuine cyber security capability who can demonstrate experience across roughly 80% of our technical environment, with the curiosity and ability to pick up the rest. What You'll Be Doing Infrastructure • Manage and maintain Bulk s on-premise and cloud infrastructure, including Azure, Google Workspace, networks, firewalls and VPNs. • Ensure systems are secure, reliable, resilient and up to date. • Lead infrastructure projects from planning through to deployment, including budgets and contracts. • Provide Tier 3 support for complex issues and maintain clear technical documentation and handovers. • Support wider technical projects as business requirements evolve. Cyber Security • Develop and improve Bulk s security environment, with particular focus on email security. • Monitor, investigate and respond to security threats, incidents and data breaches. • Manage and optimise security technologies including SIEM, SOAR, EDR/MDR/XDR, CASB, ZTNA and SASE. • Lead Cyber Essentials activity and support wider compliance, including ISO 27001. • Assess vendor security and work with stakeholders to implement secure technology solutions. AI Tooling & Security • Support the secure adoption and scaling of AI tools across Bulk. • Manage AI platforms including Claude Code, GitHub Copilot, Codex-style tools, MCP servers, integrations and connectors. • Own user access, permissions and governance, applying least-privilege principles. • Support teams onboarding new AI technologies, balancing innovation and productivity with security and compliance. • Develop appropriate controls as agentic AI, MCP and connector-based technologies evolve. About You You're probably already operating at strong 3rd Line Engineer level and looking for the opportunity to take broader ownership across infrastructure and cyber security. You enjoy getting hands-on with technology, but you're also interested in the bigger picture - resilience, security, risk, projects and how technology can enable the business to move faster. You don't need to tick every technology box. Breadth, strong foundations and the ability to learn matter here. You'll likely bring: • Around 2-3 years' experience in a similar role, operating at 3rd Line Engineer level or equivalent. • At least one cyber security certification. • Hands-on experience across approximately 80% of the technologies and environments outlined within this advert. • Strong infrastructure experience spanning cloud and on-premise environments. • Good working knowledge of Azure, Google Workspace, networking, endpoint management and security. • Experience across technologies such as CrowdStrike, Cisco, VMware vSphere, Windows Server, Mac/Windows, Jamf, Intune, Automox and VPNs. • Strong security monitoring, incident response and threat-analysis knowledge, including IOC investigation and remediation. • Experience or knowledge of security frameworks and compliance, ideally including Cyber Essentials and ISO 27001. • The confidence and technical capability to handle complex Tier 3 escalations. • Strong problem-solving skills and a proactive approach to improving infrastructure and security. • Excellent communication skills and the confidence to work with colleagues, suppliers and senior leadership. • Willingness to undertake occasional out-of-hours work and travel to London. Even Better If You Bring • Hands-on experience administering AI coding or agent tools, including Claude Code, GitHub Copilot or Codex. • Experience configuring MCP servers, connectors, permissions and access controls. • Familiarity with emerging agentic AI infrastructure and its associated security considerations. • Experience working with Netskope. • Hands-on Netskope CASB/SSE experience covering areas such as SSL/TLS inspection, DLP, Zero Trust architecture, CASB policy design and SCIM-based provisioning. • ITIL or project management certification such as PRINCE2. • Additional cyber security certifications such as CISSP, CISM or CompTIA. Why Join Bulk ? This is a great opportunity if you're ready to move beyond traditional 3rd Line support and build broader experience across infrastructure, cyber security and AI. You'll have genuine ownership, support from the wider IT team and exposure to a broad technology landscape within a business that's actively embracing new ways of working. Because Bulk is already pushing ahead with AI, you'll also be solving security and infrastructure challenges that many businesses haven't encountered yet. You'll also enjoy: • Monthly Bulk Bank Benefits Allowance, including subsidised gym membership. • 60% discount on Bulk products. • Birthday day off. • PerkBox subscription. • Flexi Start. • Optional additional annual leave. • Teammate pension scheme. • Life Assurance. • Medicash. • Volunteering day. • Cycle to Work Scheme. • Enhanced maternity and paternity leave. • Workplace nursery scheme. • Fully stocked Bulk Pantry. • Happy Hour drinks fridge on Thursdays and Fridays. • Summer working hours. • Hybrid working - 3 days in the Colchester office / 2 days from home. Your Experience / Background / Previous Roles May Include 3rd Line Engineer, Senior 3rd Line Engineer, Infrastructure Engineer, IT Infrastructure Engineer, Infrastructure & Security Engineer, IT Security Engineer, Systems & Security Engineer, Senior IT Engineer, Cloud Infrastructure Engineer, Cyber Security Engineer or Infrastructure Support Engineer. Apply Now If you've built strong 3rd Line foundations and you're ready for a role where you can take genuine ownership across infrastructure, cyber security and emerging AI technology, we'd love to hear from you. Bring your technical breadth, security mindset and curiosity about what's coming next - and help build the resilient, secure technology foundation behind Bulk's continued growth. Bulk is an equal opportunities employer and is committed to building a diverse and inclusive team. We welcome applications regardless of age, disability, race, gender, religion, sexual orientation, education, neurodiversity or any other protected characteristic. Application notice We take your privacy seriously. As you might expect you may be contacted by email . click apply for full job details
RecruitmentRevolution.com
Nechells, Birmingham
Build & Own the Whole Service Operation. Not Just the Queue Most Service Delivery Manager roles ask you to maintain what's already there. This one doesn't. We're looking for an experienced MSP Service Delivery Manager to take ownership of our Managed Services operation, strengthen how we deliver support, develop our people and build a more proactive, customer-focused service that scales with our growth. You'll have genuine authority to improve service delivery, develop people, refine operational processes and work directly alongside our CTO to shape the future of our Managed Services business. If you've ever wanted the opportunity to build and improve an MSP rather than simply maintain one, we'd love to hear from you. The Role at a Glance Technical Service Delivery Manager Aston Cross, Birmingham Office Based Initially (3 6 Months) Hybrid Working Thereafter (Subject to Successful Onboarding, Performance & Business Requirements) Competitive Salary DOE + Company Benefits Permanent Full Time Reporting to: CTO Product / Service: Managed IT Services Microsoft Cloud Cyber Security Digital Transformation Pedigree: Growing Managed Services Provider specialising in Microsoft Cloud & Digital Transformation Your Background / Skills: Managed Services, Service Delivery, IT Service Desk Leadership, HaloPSA, ITIL, Microsoft Cloud, Customer Success, Incident Management, Team Leadership Who We Are Nexian is a leading technology partner specialising in Managed IT Services, Microsoft Cloud, Cyber Security, AI, Automation and Digital Transformation. We help ambitious organisations modernise, secure and optimise their technology through a combination of strategic consultancy, managed services and technical expertise. Alongside our Managed Services business, we're recognised as one of the UK's leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long-term growth. We're a collaborative, ambitious business where ownership is encouraged, good ideas are welcomed and people genuinely enjoy working together. The Opportunity We're specifically looking for someone who has already led Service Delivery within an MSP and can demonstrate how they've improved or transformed a service operation before. You'll inherit a solid foundation with genuine opportunity to improve how we operate, developing a more proactive, accountable and customer-focused service operation. You'll lead our Service Desk, Escalation and Centralised Services teams while working closely with the CTO to improve operational maturity, strengthen customer experience and support the continued growth of the business. Whilst you'll have strong technical credibility, this is not a hands-on engineering role. Instead, you'll lead the people, processes and service operations that enable our technical teams to perform at their best. What You'll Be Doing Service Leadership • Lead the day-to-day operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations and service recovery activities. • Become a trusted operational contact for key Managed Service customers. • Deliver service reviews, performance reporting and continual service improvement initiatives. • Drive problem management and root cause analysis to reduce recurring issues. Service Improvement • Assess the current operation and build a practical roadmap for continual improvement. • Improve HaloPSA workflows, SLAs, automation, reporting, dashboards and service data quality. • Introduce better documentation, knowledge management and operational processes. • Identify opportunities to automate repetitive activities and improve service maturity. Leadership & People Development • Coach, mentor and develop Service Desk engineers and team leaders. • Conduct one-to-ones, performance reviews and capability planning. • Build a culture of ownership, accountability and continuous improvement. • Support recruitment and succession planning as the business grows. Projects & Customer Onboarding • Coordinate operational delivery for new customer onboarding and Managed Service transitions. • Work closely with Sales, Projects and Technical teams to ensure seamless customer handovers. • Support pre-sales activity by providing operational expertise and service insight. • Coordinate project delivery from a service perspective while working alongside technical specialists responsible for solution design. About You You're an experienced MSP Service Delivery leader who enjoys improving operations rather than simply maintaining them. You understand how to balance customer expectations, technical capability and commercial priorities while developing high-performing teams that consistently deliver excellent service. You'll probably bring: • Proven experience leading Service Delivery within a Managed Service Provider. • Demonstrable experience improving, transforming or rebuilding an MSP Service Desk or Managed Services operation. • Strong leadership experience across 1st Line, 2nd Line and Escalation teams. • Deep hands-on experience with HaloPSA (strongly preferred) or another leading PSA platform, including configuring workflows, SLAs, queues, automation, dashboards and reporting. • Experience managing SLAs, KPIs, customer satisfaction and service performance. • Strong incident, escalation and problem management experience. • Good working knowledge of ITIL service management principles (certification advantageous). • Broad technical understanding across Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune, Microsoft Defender, networking, backup/disaster recovery and modern RMM platforms (NinjaOne experience advantageous). • Strong customer-facing communication and stakeholder management skills. • Commercial awareness with experience supporting customer onboarding, service transitions and pre-sales activities. • Experience supporting legal, professional services or other regulated environments would be advantageous. Why Join Nexian? This is an opportunity to genuinely shape how our Managed Services function operates. Rather than inheriting a mature operation, you'll have the autonomy to improve processes, develop people and create a service operation capable of supporting our ambitious growth plans. Alongside a competitive salary you'll enjoy: • Competitive Salary DOE. • Hybrid working following successful onboarding, subject to performance and business requirements. • Company pension. • Career progression opportunities. • Direct access to senior leadership. • Genuine autonomy and ownership. • Opportunity to shape a growing Managed Services business. • Supportive, collaborative culture. Your Experience May Include Technical Service Delivery Manager, IT Service Delivery Manager, Managed Services Manager, MSP Operations Manager, Service Desk Manager, IT Operations Manager, Head of Service Delivery, Technical Operations Manager or Service Operations Manager. Apply Now If you're ready to build, improve and lead a Managed Services operation where your ideas, leadership and experience will genuinely shape the future of the business, we'd love to hear from you. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.
Build & Own the Whole Service Operation. Not Just the Queue Most Service Delivery Manager roles ask you to maintain what's already there. This one doesn't. We're looking for an experienced MSP Service Delivery Manager to take ownership of our Managed Services operation, strengthen how we deliver support, develop our people and build a more proactive, customer-focused service that scales with our growth. You'll have genuine authority to improve service delivery, develop people, refine operational processes and work directly alongside our CTO to shape the future of our Managed Services business. If you've ever wanted the opportunity to build and improve an MSP rather than simply maintain one, we'd love to hear from you. The Role at a Glance Technical Service Delivery Manager Aston Cross, Birmingham Office Based Initially (3 6 Months) Hybrid Working Thereafter (Subject to Successful Onboarding, Performance & Business Requirements) Competitive Salary DOE + Company Benefits Permanent Full Time Reporting to: CTO Product / Service: Managed IT Services Microsoft Cloud Cyber Security Digital Transformation Pedigree: Growing Managed Services Provider specialising in Microsoft Cloud & Digital Transformation Your Background / Skills: Managed Services, Service Delivery, IT Service Desk Leadership, HaloPSA, ITIL, Microsoft Cloud, Customer Success, Incident Management, Team Leadership Who We Are Nexian is a leading technology partner specialising in Managed IT Services, Microsoft Cloud, Cyber Security, AI, Automation and Digital Transformation. We help ambitious organisations modernise, secure and optimise their technology through a combination of strategic consultancy, managed services and technical expertise. Alongside our Managed Services business, we're recognised as one of the UK's leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long-term growth. We're a collaborative, ambitious business where ownership is encouraged, good ideas are welcomed and people genuinely enjoy working together. The Opportunity We're specifically looking for someone who has already led Service Delivery within an MSP and can demonstrate how they've improved or transformed a service operation before. You'll inherit a solid foundation with genuine opportunity to improve how we operate, developing a more proactive, accountable and customer-focused service operation. You'll lead our Service Desk, Escalation and Centralised Services teams while working closely with the CTO to improve operational maturity, strengthen customer experience and support the continued growth of the business. Whilst you'll have strong technical credibility, this is not a hands-on engineering role. Instead, you'll lead the people, processes and service operations that enable our technical teams to perform at their best. What You'll Be Doing Service Leadership • Lead the day-to-day operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations and service recovery activities. • Become a trusted operational contact for key Managed Service customers. • Deliver service reviews, performance reporting and continual service improvement initiatives. • Drive problem management and root cause analysis to reduce recurring issues. Service Improvement • Assess the current operation and build a practical roadmap for continual improvement. • Improve HaloPSA workflows, SLAs, automation, reporting, dashboards and service data quality. • Introduce better documentation, knowledge management and operational processes. • Identify opportunities to automate repetitive activities and improve service maturity. Leadership & People Development • Coach, mentor and develop Service Desk engineers and team leaders. • Conduct one-to-ones, performance reviews and capability planning. • Build a culture of ownership, accountability and continuous improvement. • Support recruitment and succession planning as the business grows. Projects & Customer Onboarding • Coordinate operational delivery for new customer onboarding and Managed Service transitions. • Work closely with Sales, Projects and Technical teams to ensure seamless customer handovers. • Support pre-sales activity by providing operational expertise and service insight. • Coordinate project delivery from a service perspective while working alongside technical specialists responsible for solution design. About You You're an experienced MSP Service Delivery leader who enjoys improving operations rather than simply maintaining them. You understand how to balance customer expectations, technical capability and commercial priorities while developing high-performing teams that consistently deliver excellent service. You'll probably bring: • Proven experience leading Service Delivery within a Managed Service Provider. • Demonstrable experience improving, transforming or rebuilding an MSP Service Desk or Managed Services operation. • Strong leadership experience across 1st Line, 2nd Line and Escalation teams. • Deep hands-on experience with HaloPSA (strongly preferred) or another leading PSA platform, including configuring workflows, SLAs, queues, automation, dashboards and reporting. • Experience managing SLAs, KPIs, customer satisfaction and service performance. • Strong incident, escalation and problem management experience. • Good working knowledge of ITIL service management principles (certification advantageous). • Broad technical understanding across Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune, Microsoft Defender, networking, backup/disaster recovery and modern RMM platforms (NinjaOne experience advantageous). • Strong customer-facing communication and stakeholder management skills. • Commercial awareness with experience supporting customer onboarding, service transitions and pre-sales activities. • Experience supporting legal, professional services or other regulated environments would be advantageous. Why Join Nexian? This is an opportunity to genuinely shape how our Managed Services function operates. Rather than inheriting a mature operation, you'll have the autonomy to improve processes, develop people and create a service operation capable of supporting our ambitious growth plans. Alongside a competitive salary you'll enjoy: • Competitive Salary DOE. • Hybrid working following successful onboarding, subject to performance and business requirements. • Company pension. • Career progression opportunities. • Direct access to senior leadership. • Genuine autonomy and ownership. • Opportunity to shape a growing Managed Services business. • Supportive, collaborative culture. Your Experience May Include Technical Service Delivery Manager, IT Service Delivery Manager, Managed Services Manager, MSP Operations Manager, Service Desk Manager, IT Operations Manager, Head of Service Delivery, Technical Operations Manager or Service Operations Manager. Apply Now If you're ready to build, improve and lead a Managed Services operation where your ideas, leadership and experience will genuinely shape the future of the business, we'd love to hear from you. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.
