At Proact, we’re a pan European data management specialist with a focus on unlocking the power of data through strategy, storage, connectivity, and security. But that’s only part of our story…. 

We’re also here to break the mould. To stake new ground. To do things differently. And we’ve created a fast-paced, people-first working environment with a focus on innovation, learning and career development that encourages you to do just that.

Here, you can bring your whole self to work as you’ll be part of a truly diverse organisation, working with both local and national customers. You can act with integrity, act with commitment, and act with excellence in mind. And you can embrace change, seek out new challenges, and learn by doing. All as part of a team with a shared sense of direction. One that’s enabling innovation, accelerating growth, and disrupting entire industries.

This is what it means to #BeAProactivist.

About Us

We are a leading Managed Service Provider delivering innovative and reliable IT services to a diverse client base. As we scale, we are looking for a dynamic and people-oriented Head of Service Operations to lead our service delivery teams, drive operational excellence, and foster a culture of growth, mentorship, and continuous improvement.

Role Summary:

We are seeking a strategic and people-focused Head of Service Operations to lead and optimise our service operations function. We’re looking for an inspiring leader who prioritises integrated team function, development and coaching alongside efficient and scalable service operations.

Responsible for leading and managing service operations teams, ensuring efficient service delivery, and meeting customer needs. This role requires the ability to recognise opportunities and risks across functional boundaries, as well as the interpersonal skills to coordinate team activities and connect technical capabilities across those divisions. The overall goal is to capture the full benefit of integrated UK service operations.

Reporting directly the Services Director and working in conjunction with the Management Team, this role presents an opportunity to be a stakeholder in a dynamic and exciting MSP.

Key Responsibilities

Operational Excellence

• Lead the Service Desk and NOC, ensuring high-quality service delivery and adherence to SLAs.
• Oversee incident, request, change and problem management processes in line with ITIL best practices.
• Ensure the smooth operation of 24/7 support services, including out-of-hours escalation and major incident management.
• Drive process standardisation, automation, and continual improvement initiatives across the service operation lowering total costs.

• Review and analyse operational metrics (e.g., CSAT, resolution times, ticket volumes) to identify trends and areas for improvement.
• Oversee resource planning and recruitment to support business growth and changing service demands

Leadership

• Build and maintain a culture of accountability, collaboration, and continuous development.
• Take part in structured mentoring programs for team leads and technical staff.
• Conduct regular one-on-ones and performance reviews with a focus on individual growth and career progression.
• Maintain the necessary certifications within the team to ensure highest level of support for services and customers
• Identify and propose solutions for ineffective operational structures that result in the duplication of resources, proliferation of systems, complexity and risk.

• Work closely with senior leadership to shape the service operations strategy

Key Skills & Experience

• 7+ years of experience in IT service operations leadership, preferably within an MSP or similar service-led environment.
• Proven track record in developing and mentoring high-performing teams.
• Strong working knowledge of ITIL frameworks (certification preferred) and experience implementing service improvement plans.
• Experience managing remote, on-site, and hybrid teams in fast-paced, multi-client environments.
• Exceptional interpersonal and communication skills with a collaborative and approachable leadership style.
• Experience implementing KPIs and reporting dashboards for service performance.

Desirable Qualifications

• Formal qualifications in management, coaching or mentoring (e.g., ILM Level 5/7, CIPD).
• ITIL v3/4 Foundation or higher certification.
• Familiarity with tools such as ServiceNow, Logic Monitor, BI or similar MSP platforms.

What We Offer

• A senior leadership role with the ability to shape the direction of our service function.
• A company culture that truly values its people and their development.
• Opportunities for continued learning, leadership coaching, and industry certifications.
• Flexible working arrangements and a collaborative team environment.