Service Operations Manager - 2nd Line / Applications

About the role

Location and work model

• The posting identifies Devon & Cornwall Police HQ, Middlemoor, Exeter, and requires attendance at the contractual location three days per week, with two flexible days.

Responsibilities

• Lead, coach, and develop the second-line and applications support team; promote excellent service and ITIL practices.
• Oversee availability, security, support, and improvement of more than 500 customer applications.
• Investigate, escalate, and resolve complex incidents; maintain SLA compliance and communicate with stakeholders.
• Use root cause analysis to prevent recurring problems.
• Serve as technical escalation point for end-user, application, and infrastructure issues, collaborating with internal teams, customers, and suppliers.
• Improve service processes, security, compliance, technology upgrades, and operational performance.

Essential qualifications

• Proven experience leading IT support or application management teams, with understanding of ITIL, incident management, service delivery, and continuous improvement in complex environments.
• Strong stakeholder management, customer engagement, and communication skills; able to influence senior stakeholders and translate technical issues into business outcomes.
• Expertise in application lifecycle management, change and release management, troubleshooting, and issue resolution.
• Able to prioritize competing demands, make effective decisions, and drive outcomes in a fast-paced operational environment.
• Must be eligible for and able to obtain and maintain NPPV3 police vetting.

Desirable qualifications

• IT certifications such as ITIL Foundation 4/5 are desirable.

Compensation

• The posting describes the salary as competitive and includes a 10% on-target annual bonus.

Benefits

• Benefits include private GP access, paid carers leave, family leave, discounted BT and EE products, pension contributions, holiday purchase, and optional healthcare, dental, and gym memberships.