Service Operations Manager

Role overview

Operational service delivery

• Own live-service performance, availability, and operational health.
• Oversee incidents, problems, risks, dependencies, and service performance; coordinate operational priorities and support.
• Lead major incident response and act as senior escalation point for serious and out-of-hours issues.
• Ensure effective communications, recovery, reviews, and completion of follow-up actions.
• Ensure services are supportable, monitored, documented, and resourced before entering business as usual.
• Represent operational requirements in projects, change, and organisational initiatives.

Improvement, leadership, and governance

• Use incidents, performance, risk, and user feedback to drive measurable improvements and reduce recurring issues.
• Promote automation and efficiency and prioritise improvement activities.
• Lead and develop the team; build relationships with stakeholders, suppliers, and policing partners.
• Provide service reporting and collaborate on governance, controls, financial planning, and resource forecasting.
• Recruit and train staff, oversee daily workflow, provide one-to-ones and evaluations, and handle discipline in line with policy.

Experience and knowledge

• Experience with ITSM toolsets such as ServiceNow, Freshservice, or Jira.
• ITIL v4 Foundation certification at minimum.
• Technical understanding of platforms and tools, common SQL queries, and identifying anomalies.
• Experience managing a multi-disciplined operational team and adapting processes to a methodology such as ITIL.
• Stakeholder management experience or related skills; public-sector cross-discipline familiarity is noted.

Candidate capabilities and clearance

• Strong written and verbal communication, including explaining technical matters to non-technical audiences.
• Self-motivated, disciplined, detail-oriented, and able to maintain standards without direct supervision.
• Must be eligible to undergo NPPV3 and SC vetting clearances.

Working arrangements

• Remote role with some national travel required to attend meetings.