Service Operations Manager

About the role

Key responsibilities

• Own live-service performance, availability, and operational health; oversee incidents, problems, risks, dependencies, and service performance.
• Lead major incident and disruption response, including serious and out-of-hours escalations, communication, recovery, review, and follow-up.
• Ensure services are supportable, monitored, documented, and resourced before business-as-usual handover.
• Drive evidence-based improvement, automation, efficiency, and reduction of recurring issues and requests.
• Lead and develop the team; work with stakeholders, suppliers, partners, and service delivery managers to address service impacts.
• Report performance, trends, risks, blockers, and decisions; maintain effective governance, controls, and processes.
• Support financial planning, resource forecasting, and operational decisions.

What you need to succeed

• Experience with ITSM tools such as ServiceNow, Freshservice, or Jira.
• Stakeholder management experience or a related skill such as customer service.
• ITIL v4 Foundation certification at minimum, plus technical understanding of platforms and common issues.
• 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, able to maintain high work standards without direct supervision.
• Previous experience managing a multidisciplinary operational team and strong critical thinking and decision-making.
• Ability to adapt processes to a methodology such as ITIL.
• Eligibility to undergo NPPV3 and SC vetting clearances.

Working arrangements

• Remote work with some national travel to attend meetings.

Compensation

• Salary starts at £60,000 per annum.

Supervisory responsibilities