IT Service Operations Manager

We have an exciting opportunity for an IT Service Operations Manager to join the Service Delivery team. Leading the IT Service Operations function, you will develop and implement a clear operational strategy, ensuring continual service improvements are delivered that contribute towards the design and delivery of our IT Service Management Strategy.

Remaining customer focused, you will define and negotiate IT Service Operations service levels and objectives and oversee and evaluate departmental performance. You’ll ensure high standards are maintained, risks mitigated and that customer outcomes are met.

Providing effective leadership to the Service Delivery team is also a significant part of the role. You will lead, manage, coach, motivate and develop your direct reports so that they know what is expected, are able to maximise their contribution to business objectives and realise their potential. You will demonstrate a proactive approach, helping to upskill the service desk team, driving service levels.

Working with a variety of service providers, you will manage, review, and develop supplier performance, ensuring they meet the requirements of contracts and SLAs and deliver optimal control of service operation performance and excellent customer service.

You will also act as senior escalation point and decision maker for IT Service operational issues raised by either internal or external stakeholders, ensuring these are resolved in line with Service Level Agreements and that IT services allow successful business operation, minimising organisation risk.