Service Operations Manager

Role overview

Operational control and incident leadership

• Own the performance, availability and operational health of live services; oversee incidents, problems, risks, dependencies and performance.
• Coordinate operational priorities, resources and support activities.
• Lead major incident and service-disruption responses and act as senior escalation point for serious and out-of-hours issues.
• Ensure effective communications, recovery, incident reviews and follow-up actions.

Readiness and improvement

• Ensure services are supportable, monitored, documented and resourced before entering business as usual.
• Represent operational requirements in projects, change and organisational initiatives.
• Use incident, service-performance, risk and user-feedback evidence to drive measurable improvement.
• Promote automation and efficiency and reduce recurring operational issues and service requests.

Leadership, governance and reporting

• Lead and develop the Service Operations team and build relationships with stakeholders, suppliers and policing partners.
• Hold third parties accountable when they affect service performance or user experience.
• Report service performance, trends, risks, blockers and decisions required; collaborate to maintain effective operational governance and controls.
• Support financial planning, resource forecasting and operational decision-making.
• Recruit, interview, hire and train staff; oversee workflows; conduct 1:1s and performance evaluations; handle discipline and termination in accordance with company policy.

Experience and technical knowledge

• Demonstrable experience with ITSM tools such as ServiceNow, Freshservice or Jira.
• Technical understanding of platforms and tools, including common issues.
• ITIL v4 Foundation certification or higher is required.
• Understanding of common SQL queries and ability to identify anomalies.
• Stakeholder-management experience or related skills such as customer service.

Leadership and working style

• Experience managing a multidisciplinary operational team and adapting processes to a methodology such as ITIL.
• Strong critical thinking and decision-making skills; self-motivated, disciplined and able to work without direct supervision.
• Clear written and verbal communication, including communicating technical information to non-technical audiences.
• Careful, clear and consistent communication and attention to detail, including under pressure.
• Familiarity with working across disciplines in the public sector is noted.

Vetting

• Applicants must be eligible to undergo NPPV3 and SC vetting clearances; successful applicants will require NPPV clearance.