Service Operations Manager

Service Operations Manager

About the Role

Are you ready to lead IT service operations and champion excellence in reliability, performance, and user experience? We're seeking a Service Operations Manager to oversee our 1st and 2nd Line Support teams and ensure seamless IT service delivery across the organisation.

As a senior leader in IT, you'll shape the direction of our support function, drive continuous improvement, and play a key role in incident management, change control, and vendor relationships. Your leadership will ensure we not only meet but exceed our service targets, keeping systems running efficiently and delivering an outstanding experience for users.

Key Responsibilities

Service Leadership & Management

• Lead, develop, and inspire the 1st & 2nd Line Support teams, maintaining high standards of consistency, quality, and service delivery.
• Effectively manage team resources, drive high performance through KPI tracking, and foster a culture of continuous improvement.
• Take overall ownership of IT service availability, aiming for 99%+ uptime and optimal system performance.

Incident & Problem Management

• Oversee both standard and major incidents, ensuring prompt resolution and proactive steps to prevent recurrence.
• Lead Root Cause Analysis (RCA) investigations and implement actionable solutions to enhance system stability.

Monitoring & Reporting

• Utilise ITSM toolsets (e.g., Ivanti Neurons) to track service effectiveness and leverage data for process optimisation.
• Monitor customer satisfaction, colleague productivity, and identify opportunities for automation.

Vendor & Financial Management

• Manage relationships with third-party vendors to ensure SLAs are consistently achieved and systems are proactively managed.
• Monitor IT budgets and expenditures, identifying opportunities for cost savings while maintaining high service quality.

Change & Asset Management

• Lead the IT change management process, ensuring changes align with business objectives and minimise disruption.
• Oversee hardware, software, and licensing compliance; manage effective on boarding and off boarding processes.

Documentation & Compliance

• Maintain clear, comprehensive documentation of IT processes to ensure knowledge transfer and operational continuity.
• Ensure all IT operations comply with relevant security and regulatory standards.

Skills & Experience

• Proven experience in IT Service Operations or Service Delivery Management ideally experience of setting up service environments from conception.
• Strong expertise in ITSM tools (such as Ivanti Neurons) and third-party vendor management.
• Demonstrated leadership, coaching, and team development abilities.
• Excellent problem-solving skills and a track record of stakeholder management.
• Experience managing IT budgets and driving cost optimisation initiatives.
• A passion for continuous improvement and innovation within IT service management.

How Success is Measured

• System Availability: 99%+ uptime of critical systems.
• Service Performance: Measurable improvements in support efficiency and user satisfaction.
• Change Success Rate: Seamless and successful implementation of IT changes.
• Security & Compliance: Full alignment with industry standards and internal security policies.

Who You'll Work With

• Senior IT Leadership Team
• Service Delivery Team, Service Desk, and wider IT colleagues
• Business Functional Leaders & Department Heads
• Key IT Suppliers & Third-Party Providers

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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