We are seeking a proactive and experienced Service Operations Manager to join our growing team. This is a critical role responsible for overseeing the day-to-day operations of our service delivery, ensuring that we consistently meet and exceed our clients' expectations. You will lead a small but dedicated team, mentoring them and fostering a culture of high performance and continuous improvement.
Day to day, you will:
* Lead, motivate, and mentor a team of 3 Service Operations members, conducting regular one-to-one meetings, performance reviews, and providing ongoing coaching and development.
* Oversee the end-to-end service delivery process, ensuring all service level agreements (SLAs) are met and customer issues are resolved in a timely and efficient manner.
* Identify and implement improvements to service desk processes, tools, and workflows to enhance efficiency, quality, and customer satisfaction.
* Build and maintain strong relationships with key internal and external stakeholders, including clients, senior management, and other technical teams.
* Generate and analyse regular reports on service performance metrics, including ticket volumes, resolution times, and customer satisfaction.
* Conduct quality checks on service desk interactions and documentation to ensure adherence to company standards.
What we’re looking for:
* Proven experience in a service operations or service desk management role, preferably within the IT services industry.
* A strong and proven background in identifying and driving continuous service improvements, being able to balance the needs of our customers with those of the company.
* Strong leadership and people management skills, with a track record of successfully leading and developing a small team.
* Excellent understanding of ITIL principles and practices (ITIL Foundation certification is essential).
* Solid experience with service desk and ticketing systems (e.g., Zendesk, ServiceNow, ConnectWise).
* Exceptional communication, interpersonal, and problem-solving skills.
* A strong customer-focused approach with a passion for delivering outstanding service.
* Ability to work independently and as part of a team in a fast-paced environment.
Why join our company?
For over 25 years, we have been a trusted technology partner to organisations across the UK, spanning both the public and private sectors. From infrastructure and cloud solutions to cyber security, managed services, and beyond, we deliver more than just technology — we enable businesses to achieve their most ambitious goals. Our collaborative, partnership-driven approach ensures we create long-term value and lasting impact for every client we support.
Benefits:
* 25 days' holiday (pro rata for part-time employees), plus bank holidays, with the option to buy or sell 5 days' leave each year.
* An additional paid day to celebrate your birthday with family and friends.
* Life assurance coverage at 4 times your annual salary.
* Access to a healthcare cash-back plan from day one, and the option to join a private medical scheme after two continuous years of service.
* Access to ongoing training and development opportunities to help you grow in your career.
* Enhanced maternity, paternity, and adoption pay after two continuous years of service.
* Confidential counselling and support services to help you navigate life's challenges.
* Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike.
* Team-building activities and events.
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