GR
Gleeson Recruitment Group
Service Operations Manager
Description
Location: Birmingham
Department: 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 licensing compliance ensuring effective onboarding/offboarding processes.
Documentation Compliance
- Maintain clear comprehensive documentation of processes knowledge transfer operational continuity.
- Ensure compliance security regulatory standards.
What We're Looking For
✔️ Experience Service Delivery Management.
✔️ Proven expertise tools managing third-party vendors.
✔️ Strong leadership coaching team development skills.
✔️ Excellent problem-solving communication stakeholder abilities.
✔️ Experience budgeting cost optimisation passion innovation management.
How Success Measured
System Availability: %+ uptime Performance: Measurable improvements efficiency experience Change Rate Seamless implementation Security Aligned industry internal policies
Who You'll Work With
Senior Leadership Team Delivery Desk wider colleagues Business Functional Leaders Department Heads Key Suppliers Providers
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