IT Service Operations Manager – London (Hybrid)
- Contract – 6 months
- Inside IR35 – rate dependant on experience
Overview
We are seeking an experienced IT Service Operations Manager to lead a high-performing Service Desk and Service Operations function within a fast-paced and innovative digital environment. This is an exciting opportunity for a customer-focused technology leader with strong operational management experience, a passion for service excellence, and a proactive approach to continuous improvement.
You’ll work closely with technology and business stakeholders to ensure services remain stable, secure, efficient, and aligned to business needs.
Role & Responsibilities
- Lead and manage the IT Service Desk function as the primary point of contact for IT support and service requests
- Oversee 1st and 2nd line support operations, ensuring high-quality customer service and SLA achievement
- Manage workload allocation, resource planning, and day-to-day operational performance
- Drive proactive problem management, trend analysis, and preventative measures to reduce recurring incidents
- Own and optimise Service Management platforms such as ServiceNow and related monitoring tools
- Collaborate with internal technology teams to improve service stability, availability, and user experience
- Manage supplier and third-party relationships, ensuring contractual obligations and KPIs are achieved
- Support incident escalation, major incident management, and security-related investigations where required
- Lead knowledge management initiatives, including the creation and maintenance of knowledge base documentation
- Contribute to IT service continuity and disaster recovery planning
- Monitor operational risks, controls, and compliance requirements within the service environment
- Drive continuous improvement initiatives, including automation, accessibility improvements, and emerging technologies
- Mentor, develop, and lead an inclusive and high-performing support team
Skills & Experience
Essential
- Previous line management and team leadership experience
- ITIL Foundation certification or equivalent Service Management qualification
- Strong understanding of Service Level Agreements (SLAs) and IT Service Management best practices
- Experience with Service Management platforms such as ServiceNow, Freshservice, TopDesk, or similar
- Experience working within Agile and/or DevOps environments
- Familiarity with digital experience monitoring tools such as Nexthink
- Excellent stakeholder management and communication skills
- Experience managing third-party suppliers and service providers
- Strong analytical, problem-solving, and operational management capabilities
- Budget and resource management experience
Desirable
- Lean process improvement experience
- Knowledge of collaboration and workflow tools such as SharePoint and Confluence
- Asset Management experience
- Familiarity with Intent-Based Leadership principles