Service Operations Manager

Role overview

Responsibilities

• Own live-service performance, availability, and operational health; oversee incidents, problems, risks, dependencies, and service performance.
• Lead major incident response and escalations, ensuring communication, recovery, review, and follow-up actions.
• Ensure services are supportable, monitored, documented, and resourced before entering business as usual.
• Drive measurable improvement using incident, performance, risk, and user-feedback evidence; promote automation and reduce recurring issues.
• Lead and develop the Service Operations team and manage stakeholder, supplier, and partner relationships.
• Report on service performance, risks, blockers, and decisions; maintain operational governance and support financial planning and resource forecasting.
• Recruit, interview, hire, and train staff; oversee daily workflow and provide one-to-ones and performance evaluations.
• Handle discipline and termination in accordance with company policy.

Requirements

• Experience with ITSM tools such as ServiceNow, Freshservice, or Jira.
• Demonstrated stakeholder-management experience or related skills such as customer service.
• Technical understanding of platforms, tools, and common issues; ITIL v4 Foundation certification at minimum.
• Understanding of common SQL queries and ability to identify anomalies.
• Strong written and verbal communication, including explaining technical information to non-technical audiences.
• Self-motivated and disciplined when working without direct supervision; strong attention to detail.
• Critical thinking and decision-making skills, with experience managing a multidisciplinary operational team.
• Ability to adapt processes to a methodology such as ITIL; public-sector cross-discipline familiarity is sought.

Compensation

• Salary starting at £60,000 per annum.

Working arrangements

• Remote role with some national travel to attend meetings.

Vetting

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