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 (eg. Ivanti Neurons), leveraging insights for process optimisation.
- Measure customer satisfaction; colleague productivity; automation opportunities.
Vendor & Financial Management:
Collaborate with third-party vendors to ensure SLAs are met; systems proactively managed Monitor expenditure identifying cost-saving opportunities whilst maintaining quality standards
Change& AssetManagement :
Lead change management processes aligning changes w/business objectives Oversee hardware/software/licensing compliance Effective onboarding/offboarding procedures
Documentation&Compliance :
Maintain clear comprehensive documentation Knowledge transfer operational continuity Ensure compliance security regulatory standards
What We're Looking For :
Experience within Service Operations / Delivery Management Proven expertise using ITSM tools managing third party vendors Strong leadership coaching team development skills Excellent problem solving communication stakeholder management abilities Experience budgeting optimizing costs Passion continuous improvement innovation within services sector
How Success Is Measured :
System Availability - >99 % Service Performance - Improvements efficiency user experience Change Success Rate - Seamless implementation Security Compliance - Aligned industry internal policies
Who You'll Work With :
Senior Leadership Teams Delivery Teams Desks Wider Colleagues Functional Leaders Department Heads Key Suppliers Providers
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