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Service Operations Manager / Service Manager

  • Location

    Luton, Bedfordshire

  • Sector:

    Infrastructure & Service Delivery

  • Job type:


  • Salary:

    £75000 - £90000 per annum + 30% bonus + benefits

  • Contact:

    Ian Clark

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    about 2 years ago

  • Expiry date:


  • Startdate:


Service Operations Manager / Service Manager / Service Delibery Manager / ITIL

My client a global E-commerce company are currently looking for a Service Operations Manager to join their established team.

This is a great opportunity to join a team of high-quality, innovative and like-minded people, who are driving the development of compelling cloud based solutions to leapfrog my clients capabilities.


As Service Operations Manager, you will be responsible for leading, managing and developing the operations teams in our growing IT department.

Working with all resolver groups across IT, the Service Operation Manager is accountable for ensuring services not only meet SLA's but for identifying continuous service improvement to delight our customers. This will include direct management of our Multi-Channel Service Centre, including Service Desk, Self Service Portal and Tech Bar. It also includes direct management and accountability of the Incident and Problem Management Team who are responsible for restoring service during high priority incidents, security attacks or other business continuity events.


The successful candidate will be responsible for the following.

  • Direct accountability of outsourced managed service providers
  • Design and deliver support and service solutions for Manages Service customers in line with ITIL and/or industry best practice
  • Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement
  • Ensure operational procedures and practices are well defined, documented and consistently applied
  • Instil a high-performance culture in the team with a focus on Customer Experience, Service Excellence, Team work, and Service Ownership
  • Work closely with the Service Transition Manager to ensure new Services are on-boarded with seamless handover / transition into production
  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
  • Set and cascade business objectives and targets to the team
  • Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
  • Manage and develop strategic partnerships with third party suppliers and other internal stakeholders
  • Ensure quality, up-to-date documentation exists for all service arrangements
  • Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered
  • Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place
  • Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
  • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
  • Drive a continual service improvement programme based on a desire to become a Customer obsessed service provider.
  • Embed/Implement SLA/OLAs and ensure service catalogue is used within IT
  • Manage and maintain oversight of Operational Budgets related to IT Service, including cost tracking and budget planning processes in conjunction with Finance.

Personal attributes:

  • Customer and Shareholder Value. Understands who their customers are and seeks to exceed their needs, focussing on the importance of safety for both customers and employees.
  • Innovation and Change. Is open to new ways of doing things and questions existing approaches, views change as an opportunity, comfortable working in a dynamic and ambiguous environment.
  • Building Relationships. Expresses ideas confidently and clearly, builds positive and constructive relationships with others, gets to know colleagues within their own team and supports them to ensure team goals are achieved.
  • Developing talent. Looks at new challenges as an opportunity to learn, takes ownership for own development and is aware of their strengths and weaknesses, looks for feedback from others about own performance.
  • Inspirational leadership. Has the ability to influence, inspire, lead and direct others, can work autonomously as well as in a team.


We are looking for someone with the following skills;

  • Strong managed service management skills, especially in offshore partner/service provision
  • Transformation experience; ideally you will have examples of where you have turned service around.
  • Ability to land and establish new ways of working in a growing organisation
  • Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
  • High levels of ITIL awareness and proven practice ability particularly in core capabilities of Design, Transition and Operation.
  • High levels of experience in operational service management and continuous service improvement
  • Proven people management experience
  • Proven abilities in managing operational change and new service introduction
  • Good analytical and problem solving skills
  • Good contract and vendor management skills

Service Operations Manager / Service Manager / Service Delibery Manager / ITIL