Service Operations Manager

Role overview

Service operations and incidents

• Own live-service performance, availability and operational health, and maintain oversight of incidents, problems, risks, dependencies and service performance.
• Lead major-incident and service-disruption responses, act as senior escalation point for serious and out-of-hours issues, and ensure communication, recovery, review and follow-up.
• Ensure services are supportable, monitored, documented and resourced before entering business-as-usual operations.
• Represent operational requirements in projects, change and organisational initiatives.
• Drive evidence-based continuous improvement, automation and reduction of recurring issues and requests.

Leadership and governance

• Lead and develop the Service Operations team and oversee its daily workflow.
• Recruit, interview, hire and train staff; provide regular one-to-ones and performance evaluations and handle discipline in accordance with company policy.
• Build relationships with stakeholders, suppliers and partners and hold third parties accountable for service impacts.
• Report on performance, trends, risks, blockers and decisions; maintain effective operational governance, controls and processes.
• Support financial planning, resource forecasting and operational decision-making.

Experience and qualifications

• Demonstrable experience with ITSM tools such as ServiceNow, Freshservice or Jira.
• ITIL v4 Foundation certification at minimum.
• Good technical understanding of platforms and tools, common SQL queries and anomaly identification.
• Experience managing a multidisciplinary operational team and adapting processes to a methodology such as ITIL.
• Strong stakeholder management, critical thinking, decision-making and written and verbal communication skills.
• Ability to explain technical information to non-technical audiences and work effectively without direct supervision.
• Eligibility to undergo NPPV3 and SC vetting clearances.

Working arrangements

• This is a remote role with some national travel for meetings.

Salary and contract

• Full-time, permanent position.
• Salary starts at £60,000 per annum.