Managed Services Engineer-Service Improvement Lead

Managed Services Engineer — Automation & Service Improvement

Probrand | Birmingham | Full-time

Salary: £30k - £40k pa, dependent on experience

Hours: 08:45-17:30, Monday to Friday

The opportunity

Probrand's Managed Services team delivers a broad portfolio of services to customers across the UK — network monitoring, managed wireless, endpoint security, backup and disaster recovery, firewalls and VPN, email security, patching and security awareness training.

This newly created role will lead automation and service improvement across a growing managed services business. Working closely with the Managed Services Manager, you will 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, improving how teams work and delivering measurable operational impact — with real scope to shape how Managed Services runs.

What you'll be doing

• Identify repetitive, manual and time-consuming work across the managed services portfolio, then automate it using NinjaOne, native platform automation and AI-enabled tools where they genuinely reduce operational overhead.
• Analyse where the team spends the most time and effort, then build a prioritised improvement roadmap with clear owners, measurable outcomes and practical delivery steps.
• Review service health, monitoring coverage, patch compliance and onboarding quality — turn findings into clear, actionable recommendations.
• Define and standardise best-practice processes for onboarding, service transitions and operational procedures, reducing rework and inconsistency.
• Work with support, projects, technical and sales teams to improve cross-departmental workflows, reduce friction in customer handovers, and make service transitions easier to repeat consistently.
• Support pre-sales and proof-of-concept conversations where technical credibility matters, and help shape future service offerings.

Technologies you'll work with

You do not need to be an expert across every platform, but familiarity with some of these tools will help:

• NinjaOne (RMM, patching, automation)
• Auvik (network monitoring)
• Ruckus / SmartZone (managed wireless)
• Acronis (backup and DR)
• Bitdefender (endpoint security, EDR/XDR/MDR)
• SonicWall (firewalls and VPN)
• Mimecast (email security)
• Power BI

What we're looking for

You will be successful in this role if you can combine technical curiosity with practical delivery — spotting inefficiencies, building trust with teams, and turning improvement ideas into repeatable ways of working.

Essential

• Experience in a Managed Services Provider, managed services, IT operations, service desk or technical operations environment.
• Hands-on experience with automation, workflow tools, scripting, systems integration, reporting automation or process improvement.
• Strong analytical and communication skills, with the ability to translate technical findings into clear recommendations for operational, commercial and customer-facing audiences.

Desirable

• Experience with one or more of the platforms listed above.
• Exposure to AI-driven automation or operational improvement work.
• Experience creating dashboards, KPIs or operational reporting.
• Relevant certifications in networking, security, automation or cloud.

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 a chance to shape how a growing managed services business operates. You'll have real scope to introduce new ideas, drive change, and build things that last.

If you are motivated by solving problems, automating processes and building better ways of working, we would love to hear from you.

If you require any adjustments to support your application, please let us know.