Operations Manager

Role Purpose

• A hands-on member of the Senior Leadership Team, accountable for the performance, people, customers, financial results and continuous improvement of Landmark’s Managed Services and Professional Services delivery. The remit includes Service Desk, Field Service, run-rate installations and Professional Services; the Professional Services Lead/Manager reports directly into this role. The Operations Manager remains close to daily delivery while providing leadership, commercial discipline and the capacity to scale. Landmark uses the Entrepreneurial Operating System (EOS). The role is expected to Lead, Manage and be Accountable (LMA), resolve issues promptly and deliver measurable improvements, expressed in euro terms wherever practical.

Key Responsibilities

1. Leadership, Accountability & People

Translate company objectives into priorities for the Managed Services and Professional Services operation and represent delivery at SLT level.

• Own service delivery performance, risks, customer outcomes and agreed improvement priorities; keep the MD and SLT informed.

• Lead technical service teams and the Professional Services Lead/Manager: set expectations, conduct 1:1s and reviews, coach, address underperformance and support recruitment, onboarding and skills development.

• Plan workforce and headcount requirements, improve coordination with Sales, the CFO and other stakeholders, and ensure the delivery organisation can scale.

• Apply EOS disciplines: clear ownership, scorecards, issue resolution, meeting actions and follow-through; prior EOS experience is helpful, not essential.

2. Managed Services & Customer Experience

Own the day-to-day effectiveness of Service Desk, Field Service and routine installations.

• Oversee ticket queues, ageing, priorities, ownership, SLAs, documentation, timely resolution and customer updates; intervene where work stalls.

• Lead significant customer escalations and service reviews, ensuring clear communication, agreed actions and accountability.

• Coordinate field engineer scheduling, onsite support and PC/laptop/peripheral installations; confirm equipment, licensing, readiness, travel efficiency, quality and closure.

• Plan out-of-hours cover, rotas, handovers and escalation arrangements, balancing customer commitments and staff capacity.

3. Professional Services & Technical Resolution

Manage Professional Services through its Lead/Manager, who reports directly to the Operations Manager.

• Oversee project commitments, scheduling, capacity, delivery quality, commercial performance, customer communication and timely escalation of risks.

• Ensure effective handovers and resource coordination between projects, Service Desk, Field Service and run-rate installations.

• Own accountability for all technical issues and work with the Professional Services Lead/Manager and senior L3 capability to resolve complex problems; technical specialists lead architecture, standards and detailed technical solutions.

• Maintain sufficient technical credibility to challenge progress, unblock issues and keep customers informed without needing to personally perform every technical fix.

4. Service Transition, Onboarding & Compliance

• Own operational readiness for new customers and successful transition into Managed Services.

• Before handover, confirm documentation, service standards, tools, licensing, security controls, ownership and support processes are in place.

• Support Landmark’s internal ISO 27001, Cyber Essentials and other operational compliance initiatives; ensure delivery teams follow relevant policies, controls and procedures.

5. PSA, Resources & Operational Control

Landmark uses ConnectWise; experience of a comparable PSA/ITSM platform is acceptable.

• Ensuring tickets, projects where applicable, field work, installations, scheduling, engineering time, customer records and work closure are accurately managed in the appropriate systems rather than informal side processes.

• Use forward workload, utilisation, skills and capacity information to prioritise resources, identify constraints and support evidence-based hiring and service decisions.

6. Budget, Profitability & Continuous Improvement

• Own the Managed Services and Professional Services operating budget; participate in annual planning, forecasts and headcount budgeting.

• Monitor operational expenditure and work with the CFO to align delivery with budgets, margins and profitability targets.

• Drive measurable improvements in utilisation, first-time resolution, rework, repeat visits, field travel, overtime, administration, automation, out-of-scope work, project handovers and customer profitability.

• Quantify the operational and financial (€) benefits of changes wherever practical; the CFO supports analysis and validation while the Operations Manager owns execution.

7. Performance Measurement & Reporting

• Own a concise operational scorecard covering SLA and response/resolution performance; ticket backlog and trends; customer satisfaction and escalations; field/installation and project delivery; engineer utilisation and capacity; out-of-hours activity; rework; service costs, margins and improvement benefits.

• Use performance data to identify root causes, prioritise corrective action and provide reliable management information to the MD, CFO and SLT.

8. Responsible AI Adoption

Landmark supports the responsible use of AI to improve service quality, productivity and the way work gets done.

• Explore practical AI and automation opportunities in ticket management, knowledge, reporting, workflows and resource planning, while respecting security, data protection and governance requirements.

Experience & Capabilities

• Proven leadership in an MSP or comparable customer-facing IT services environment, ideally managing service delivery and technical teams.

• Experience with SLAs, customer escalations, PSA/ITSM systems, resource scheduling, service performance and cross-team delivery.

• Ability to oversee Professional Services through a technical lead and hold senior engineers accountable for progress and outcomes.

• Commercial judgement, budgeting and cost awareness, data-led improvement and confidence contributing at SLT level.

• ConnectWise and EOS experience are advantageous, not essential.

The Person

• Owns outcomes, stays close to operational detail and calmly reprioritises competing customer, people and resource demands.

• Communicates directly and confidently, including picking up the phone when that is more effective than email.

• Develops people, holds them accountable and challenges technical explanations constructively without needing to be the deepest expert.

• Is commercially minded, organised without bureaucracy, collaborative, curious about AI and open to responsibly adopting new technologies.

• Has the ambition to grow with Landmark, with potential progression towards Operations Director.

Values – Alignment to our company values

• All in together - We are a team. We support each other, celebrate wins together, and lift each other up when challenges arise.

• Wow them - We go the extra mile for our clients, colleagues, and community, making every interaction memorable and meaningful.

• We Own It - We take pride in our work, own our actions, and step up to make things happen.

• Positive Vibes - We bring energy, kindness, and encouragement to everything we do, helping everyone feel valued and motivated.

• Always Improving - We learn from every experience, share knowledge, and look for ways to grow - both as individuals and as a team.

Package and Benefits

We believe in recognising and rewarding great work, which is why we offer a benefits package designed to attract, retain, and support top talent.