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Service Operations Manager
Location: BirminghamDepartment: IT Services
About the Role
Are you ready to take charge of IT service operations and drive excellence in system reliability, performance, and user experience? We're looking for a Service Operations Manager to lead our 1st & 2nd Line Support teams, ensuring seamless IT service delivery across the business.
In this leadership role, you'll set the direction for our IT support function, champion continuous improvement, and play a pivotal role in incident management, change control, and vendor relationships. Your expertise will ensure that service targets are not only met but exceeded keeping our IT systems running efficiently while delivering an outstanding experience for users.
Key Responsibilities
?? Service Management & Leadership
- Lead and develop the 1st & 2nd Line Support teams, ensuring consistency, quality, and service excellence.
- Manage resources effectively, driving high performance through KPI tracking and continuous improvement.
- Take ownership of IT service availability, ensuring 99%+ uptime and system performance.
?? Incident & Problem Resolution
- Manage both standard and major incidents, ensuring swift resolution and proactive prevention of future occurrences.
- Lead Root Cause Analysis (RCA) investigations and drive actionable solutions to enhance system stability.
?? Monitoring & Reporting
- Track service effectiveness using an ITSM toolset (e.g., Ivanti Neurons), leveraging insights for process optimisation.
- Measure customer satisfaction, colleague productivity, and automation opportunities.
?? Vendor & Financial Management
- Collaborate with third-party vendors to ensure SLAs are met and systems are proactively managed.
- Monitor IT expenditure, identifying cost-saving opportunities while maintaining service quality.
?? Change & Asset Management
- Lead IT change management, ensuring all changes align with business objectives.
- Oversee hardware, software, and licensing compliance, ensuring effective onboarding/offboarding processes.
?? Documentation & Compliance
- Maintain clear, comprehensive documentation of IT processes, ensuring knowledge transfer and operational continuity.
- Ensure compliance with security and regulatory standards.
What We're Looking For?? Experience in IT Service Operations or Service Delivery Management.?? Proven expertise in ITSM tools and managing third-party vendors.?? Strong leadership, coaching, and team development skills.?? Excellent problem-solving, communication, and stakeholder management abilities.?? Experience with IT budgeting and cost optimisation.?? Passion for continuous improvement and innovation in IT service management.
How Success is Measured
?? System Availability: 99%+ uptime?? Service Performance: Measurable improvements in support efficiency and user experience?? Change Success Rate: Seamless implementation of IT changes?? Security Compliance: Aligned with industry standards and internal 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
If you have the skills and expereince we are looking for and would like more information on the role, please send your CV
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.By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.
