Managed Services Automation & Service Improvement Lead
Birmingham Full-time
The opportunity
Probrand's Managed Services team delivers a broad portfolio of services to customers across the UK, spanning network monitoring, managed wireless, endpoint security, backup and disaster recovery, firewalls and VPN, email security, patching and security awareness.
This is a newly created opportunity to lead automation and service improvement within a growing managed services business. You'll work across the full service lifecycle, helping to streamline delivery, improve consistency and build a more scalable operation.
Working closely with the Managed Services Manager, you'll identify where time is being lost, introduce smarter ways of working, and turn improvement ideas into practical change. This is a high visibility role for someone who enjoys solving problems, challenging the status quo and making a measurable impact.
What you'll be doing
You'll review how services are delivered today, spot opportunities to remove friction, and implement practical improvements that save time, increase consistency and improve the customer experience.
Key responsibilities Automation & workflow optimisation
- Identify repetitive, manual and time consuming activities across the managed services portfolio and automate them wherever possible.
- Design, build and maintain workflow automation using platforms such as NinjaOne and native automation capabilities within the service stack.
- Explore and implement AI enabled solutions that reduce administrative overhead, improve consistency and increase team productivity.
- Develop scalable automation approaches that support future service growth.
Service improvement & operational excellence
- Analyse service delivery activities to identify where the team spends the most time and effort.
- Build and maintain a prioritised improvement roadmap focused on measurable operational gains.
- Review service health, monitoring coverage, patch compliance, onboarding quality and operational performance across the managed estate.
- Produce clear recommendations, improvement plans and progress reports that demonstrate value and outcomes.
- Process design & standardisation
- Define and document best practice service delivery processes.
- Standardise customer onboarding, service transitions and operational procedures to improve consistency and reduce risk.
- Reduce process variation, rework and operational bottlenecks.
- Collaborate with support, projects, technical and sales teams to improve cross departmental workflows and customer handovers.
Technical consultancy, pre sales & innovation
- Support pre sales engagements and proof of concept activities where technical credibility is required.
- Provide confidence and credibility when discussing managed services solutions with prospective customers.
- Help shape future service offerings and identify opportunities to enhance the managed services portfolio.
- Stay informed about emerging technologies, automation platforms and AI driven operational improvements.
Technologies & platforms
- NinjaOne (RMM, patching and automation)
- Auvik (network monitoring and management)
- Ruckus and SmartZone (managed wireless)
- Acronis (backup and disaster recovery)
- Bitdefender (endpoint security, EDR, XDR and MDR)
- SonicWall (firewalls and VPN)
- Mimecast (email security)
- Phishing Tackle (security awareness training)
- PowerBi
You don't need to be an expert in every platform. What matters is your ability to understand how services work, identify opportunities to improve them, and collaborate with technical teams to deliver meaningful change.
What we're looking for Essential
- Experience working within a Managed Services Provider, Managed Services, or IT operations environment.
- A track record of identifying inefficiencies and delivering practical service improvements.
- Hands on experience with automation technologies, workflow platforms, scripting, or systems integration.
- Strong understanding of the end-to-end managed services lifecycle.
- Excellent analytical, documentation and communication skills.
- Ability to translate technical findings into clear business recommendations.
- Commercial awareness and an understanding of the balance between service quality, customer satisfaction and operational efficiency.
- A proactive mindset with a passion for continuous improvement.
Desirable
- Experience with one or more of the platforms listed above.
- Exposure to AI driven automation or operational improvement initiatives.
- Previous experience in a senior engineer, service improvement, service delivery or technical operations role.
- Relevant certifications in networking, security, automation or cloud technologies.
- Experience creating dashboards, KPIs and operational reporting frameworks.
Benefits
- 31 days' holiday including bank holidays
- Option to buy and sell annual leave
- Life Insurance
- Tailored benefits platform - including discounts on retail, travel, gym and leisure
- YuLife wellbeing app with 24/7 access to a virtual GP service, free will writing service and second medical opinion scheme
- Cycle to work salary sacrifice scheme
- Electric car salary sacrifice scheme
- Paid Volunteer Leave
- Free and confidential Employee Assistance Programme - 24/7 health, financial and wellbeing support
- City centre office - including free access to gym, shower facilities and secure bike storage
Why join Probrand?
This is more than a maintenance role. It's an opportunity to shape how a growing managed services business operates.
You'll have the scope to introduce new ideas, drive meaningful change and create lasting improvements that benefit both customers and colleagues.
If you're motivated by solving problems, automating processes and building better ways of working, we'd love to hear from you.
Equal Opportunities
Probrand is an equal opportunities employer. We value diversity and are strongly committed to providing equal employment opportunities for all employees and applicants.
If you require any adjustments to support your application, please let us know.