Service Operations Manager
Department: OCU Digital
Employment Type: Permanent - Full Time
Location: Preston
Reporting To: James Mayers
Description
We are looking for an experienced Service Operations Manager to lead and enhance our global IT service operations function, supporting approximately 6,000 users across multiple regions. This is a fast-paced leadership role focused on delivering high-quality service, driving operational performance, improving user experience, and embedding a culture of continuous improvement.
About the job
- Lead day-to-day service operations, ensuring SLA/XLA performance across global regions
- Manage Major Incidents, stakeholder communications, and service escalations
- Oversee service desk operations, queue management, ticket quality, and service performance reporting
- Drive automation, self-service, and shift-left initiatives to improve efficiency and reduce demand
- Manage supplier and MSP relationships, ensuring contractual service delivery standards are achieved
- Lead and develop Service Desk Managers and regional technology teams
- Support continuous improvement, operational governance, and service maturity initiatives
Skills, Knowledge and Expertise
- Proven experience managing Service Operations within a multi-site or global enterprise environment
- Strong ITIL / ITSM knowledge across Incident, Problem, Change, and Request Management
- Experience with enterprise ITSM platforms such as ServiceNow, Freshservice, or Jira
- Strong understanding of SLAs, XLAs, service metrics, and operational reporting
- Experience managing third-party suppliers and Major Incident processes
- Strong leadership, communication, and stakeholder management skills
This is an exciting opportunity to join a growing organisation with ambitious plans to build a world-class Service Operations function.
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