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- Tasks: Manage critical incidents and ensure customer satisfaction through effective communication.
- Company: Join a leading tech firm delivering high-touch support to major clients.
- Benefits: Enjoy a competitive pay rate and the opportunity to work in a dynamic environment.
- Why this job: Perfect for those who thrive under pressure and want to make a real impact.
- Qualifications: DV Clearance required; experience in incident management and strong communication skills essential.
- Other info: Opportunity to lead service review meetings and collaborate with top engineers.
The predicted salary is between 90000 - 126000 £ per year.
Location: London
Contact length: 6 months
Pay rate: £450.00 per day
Overview: We are seeking a DV Cleared professional to support the delivery of High Touch Technical Support (HTTS) services to major clients. In this customer-facing role, you will ensure critical incidents are managed effectively, proactively drive resolution efforts, and maintain clear, empathetic communication with clients throughout the lifecycle of each case. You will play a key role in ensuring customer satisfaction by managing escalations, coordinating internal and external resources, and producing regular operational reports and analysis. This is a high-visibility role, ideally suited for someone with incident management experience, strong communication skills, and the ability to work under pressure in complex environments.
Key Responsibilities:
- Provide high-level operational support for High Touch Technical Support (HTTS) programs with large or strategic accounts.
- Monitor and manage technical support requests using standard tools and platforms.
- Maintain consistent customer engagement through telephone, email, and collaboration platforms (e.g., video conferencing).
- Ensure the timely follow-up and resolution of critical incidents, coordinating with Cisco teams and external stakeholders as needed.
- Collaborate with High Touch Engineers (HTEs) to perform root cause and operational analysis.
- Deliver incident tracking, trend analysis, SLA reporting, and service improvement suggestions.
- Contribute to and occasionally lead service review meetings with clients to present operational metrics and discuss ongoing service improvement initiatives.
Required skills & experience:
- DV Clearance is mandatory and must be active.
- Experience in incident management or technical operations experience in complex, client-facing environments.
- General understanding of technical processes and support systems (networking background desirable).
- Familiarity with ITIL v4 (certification preferred but not essential).
- Strong data analysis and Excel skills—comfortable turning raw data into actionable insights.
- Able to maintain composure under pressure and manage conflict effectively.
- Comfortable engaging with senior stakeholders and presenting operational updates in a clear, confident manner.
- Experience with vendor coordination and stakeholder management.
- Knowledge of Lean Six Sigma methodologies is advantageous.
Service Operations Manager... employer: Jobbydoo
Contact Detail:
Jobbydoo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager...
✨Tip Number 1
Familiarise yourself with the specific tools and platforms mentioned in the job description. Understanding how to monitor and manage technical support requests will give you a significant edge during interviews.
✨Tip Number 2
Brush up on your incident management skills, especially in high-pressure situations. Be prepared to discuss examples from your past experiences where you've successfully managed critical incidents and maintained customer satisfaction.
✨Tip Number 3
Since this role involves engaging with senior stakeholders, practice your presentation skills. Prepare to clearly articulate operational metrics and service improvement initiatives, as this will be crucial in demonstrating your fit for the role.
✨Tip Number 4
If you have experience with Lean Six Sigma methodologies, be ready to highlight this in discussions. Even if it's not mandatory, showcasing your knowledge can set you apart from other candidates.
We think you need these skills to ace Service Operations Manager...
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident management and technical operations. Emphasise your DV Clearance status and any familiarity with ITIL v4 or Lean Six Sigma methodologies.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of High Touch Technical Support services. Share specific examples of how you've effectively managed critical incidents and maintained customer satisfaction in previous roles.
Showcase Communication Skills: Since this role requires strong communication skills, consider including examples of how you've successfully engaged with clients and stakeholders. Highlight your ability to present operational updates clearly and confidently.
Highlight Data Analysis Proficiency: Mention your data analysis skills, particularly your experience with Excel. Provide examples of how you've turned raw data into actionable insights, as this is crucial for the role's responsibilities.
How to prepare for a job interview at Jobbydoo
✨Showcase Your Incident Management Experience
Make sure to highlight your previous experience in incident management during the interview. Be prepared to discuss specific examples where you successfully resolved critical incidents and how you managed client communications throughout the process.
✨Demonstrate Strong Communication Skills
Since this role involves a lot of client interaction, it's crucial to demonstrate your communication skills. Practice articulating your thoughts clearly and empathetically, especially when discussing complex technical issues or service improvements.
✨Prepare for Technical Questions
Brush up on your technical knowledge, particularly around networking and ITIL v4 principles. Expect questions that assess your understanding of technical processes and be ready to explain how you've applied this knowledge in past roles.
✨Exhibit Data Analysis Proficiency
Given the emphasis on data analysis in this role, be prepared to discuss your experience with Excel and how you've used data to drive insights and improvements. Consider bringing examples of reports or analyses you've created in the past.
