Service Operations Manager

Role overview

Operational service delivery

• Own live-service performance, availability, and operational health; oversee incidents, problems, risks, dependencies, and service performance.
• Lead major incident responses and serious or out-of-hours escalations, ensuring communication, recovery, review, and follow-up.
• Ensure services are supportable, monitored, documented, and resourced before business as usual; represent operations in projects and change.
• Use incident, service, risk, and user-feedback evidence to improve operations, promote automation, and reduce recurring issues and requests.

Leadership and governance

• Lead and develop the Service Operations team and coordinate effectively with engineering, security, suppliers, policing partners, and service delivery managers.
• Report on service performance, trends, risks, blockers, and required decisions; collaborate on operational governance and controls.
• Support financial planning, resource forecasting, and operational decision-making.
• Recruit, train, and supervise staff; oversee daily workflow, conduct performance reviews, and handle discipline in accordance with company policy.

Experience and technical knowledge

• Demonstrable experience with ITSM toolsets such as ServiceNow, Freshservice, or Jira, and stakeholder management or related customer-service skills.
• Technical understanding of platforms and tools, including common issues; ITIL v4 Foundation certification at minimum.
• Good understanding of common SQL queries and ability to identify anomalies.
• Previous experience managing a multidisciplinary operational team and adapting processes to a methodology such as ITIL.

Ways of working

• Strong written and verbal communication, including explaining technical information to non-technical audiences.
• Ability to work independently with care, discipline, attention to detail, and consistent standards.

Working arrangements

• Remote role with some national travel to attend meetings.

Vetting

• Applicants must be eligible to undergo NPPV3 and SC vetting clearances.