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Service Operations Manager
Salary: £65k - £70k + excellent benefits (travel allowance, car allowance, bonus scheme, pension, health insurance)
Location: London, Docklands
Job Type: Permanent/ Full Time (office based)
Starting Date: asap
THE COMPANY
The Company is the pioneering data centre colocation provider, an owner operator of Tier III data centres, connectivity and managed ICT solutions to over 2000 market leading corporations around the world. In the UK their Docklands data centre campus facilitates the majority of the London Internet Exchange’s (LINX) capacity, meaning that they support a huge proportion of all UK internet traffic, making their Docklands campus a globally important internet hub.
JOB OVERVIEW
The Service Operations Manager oversees the daily operations of their 24x7x365 Service Desk in their data centres. This critical role will ensure the efficient delivery of services, exceptional customer service, and the resolution of technical issues in a timely and effective manner. The Service Operations Manager will be responsible for managing a team of service desk professionals, ensuring seamless operations, maintaining high performance standards, and driving continuous improvements in the delivery of the Service provided to their customers.
Key responsibilities:
- Service Desk Operations:
- To assist the Senior Service Operations Manager in delivering the strategy for the 24x7 Service Operations function, supporting strategic initiatives and embedding a culture of continuous improvement through the function
- To oversee the day-to-day operations of the service desk, ensuring all tickets and incidents are managed effectively and in accordance with SLAs and relevant policies and procedures.
- To ensure that the service desk is properly staffed and equipped to handle high volumes of requests across all shifts, including weekends and holidays.
- To act as the escalation point for critical issues or incidents that require immediate attention and resolution. Ensuring effective communication with relevant stakeholders within the business and customers as appropriate. Monitoring and reporting on key performance metrics, response times, resolution times, ticket volumes, customer satisfaction via Customer Thermometer.
- Incident & Problem Management:
- To maintain ongoing ownership of all incidents and facilitate the communication of incident updates to customers provided by the support teams.
- To ensure the prompt resolution of incidents, minimising service disruption and downtime within the data centre.
- To work closely with technical teams to identify root causes of recurring issues and implement preventative measures.
- To develop and implement effective incident and problem management processes to improve service reliability and reduce operational risks.
Team Leadership & Management:
- To lead, mentor, and develop a team of Service Desk Administrator
- To manage staffing levels, schedules, and performance to ensure the service desk meets SLAs and customer expectations.
- To provide guidance and support to team members, ensuring they have the tools, training, and knowledge needed to perform their roles effectively.
- To conduct regular performance reviews, coaching, and feedback sessions with team members
Compliance & Documentation:
- To ensure adherence to relevant service management frameworks, such as ITIL, and maintain compliance with industry regulations and internal policies.
- To develop and maintain comprehensive documentation for all service desk processes, workflows, and knowledge articles to facilitate efficient service delivery.
- To draft and maintain policy, standards and procedures for the service desk function in accordance with best industry practice. Ensuring that the catalogue of requestable and supported services is complete and current.
Client & Stakeholder Management:
- To build and maintain strong relationships with key stakeholders, including clients, internal teams, and vendors, ensuring clear communication and high service levels.
- To provide regular reports and updates on service desk performance, key incidents, and other operational metrics to senior management.
- To ensure customer satisfaction by addressing issues in a timely and professional manner and efficient communication
Continuous Improvement:
- To drive continuous improvement initiatives to optimise service desk performance, including process improvements, automation, and technology enhancements.
- To review feedback from customers and team members to identify opportunities for improving service delivery and customer experience.
- To stay updated on industry best practices and emerging trends in IT service management to ensure the team remains agile and competitive.
- To understand the administrative overhead and user experience of their systems. Initiating and managing projects through to delivery to improve the processes and procedures in cooperation with relevant stakeholders
Essential requirements:
- Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.
- Strong knowledge of IT service management frameworks, such as ITIL, and experience implementing ITIL processes.
- Experience managing a 24x7 service desk or support team in a high-pressure environment.
- Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.
- Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks.
- Exceptional communication skills, both written and verbal, with the ability to engage with technical and non-technical stakeholders.
- Familiarity with data centre operations, IT infrastructure, and cloud technologies is a plus.
- Experience with service desk tools (ITSM) and monitoring systems.
- 5 years’ experience of working within telecommunications industry in customer support function with good technical understanding
- Computer literate
- Analytical
- Organised
- Flexible
- Excellent interpersonal skills
- Excellent man-management experience and ability
- Ability to manipulate data using Excel, Word, Access etc.
Desirable:
- ITIL certification.
- Experience with incident and problem management tools.
- (CDCTP) and knowledge of data centre management and operations.
- Experience working with remote or distributed teams.
- Educated to Degree level in telecommunications
