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- Tasks: Lead and inspire a team of Operations Analysts in a dynamic 24/7 environment.
- Company: Service Express is a leading provider of operational excellence and technical support.
- Benefits: Enjoy a competitive salary, generous holiday, private medical insurance, and paid volunteer hours.
- Why this job: Make a real impact on service quality while developing your leadership skills in a collaborative culture.
- Qualifications: Proven leadership experience in technical environments, especially with IBMi or Intel platforms.
- Other info: Predictable rotating shift schedule allows for ample downtime and holiday planning.
The predicted salary is between 40000 - 50000 £ per year.
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Are you a natural leader with a passion for operational excellence and team development? We’re looking for four Operations Team Leaders to guide our 24/7 Operations Analysts, ensuring seamless service delivery with a strong focus on IBMi systems. This is a new role where you’ll be the driving force behind shift performance, service quality, and continuous improvement.
At Service Express, ourOperations Team Leaders are at the heart of our 24/7 Command Centre in Bedford, making sure our systems run smoothly, our teams are supported, and our customers receive exceptional support. If you have proven leadership experience in a technical environment—especially with iSeries or Intel platforms—you’ll thrive here. We offer structured development, exposure to a wide range of technologies, and a collaborative team culture where your leadership makes a real impact. This isn’t just another shift-based role—it’s a platform to lead, innovate, and grow.
What You’ll Be Doing:
- Lead, mentor, and inspire a team of Operations Analysts
- Build strong relationships across the business and invest in training and upskilling your team to ensure continuous growth and capability development
- Oversee daily operations, ensuring efficient incident resolution and proactive monitoring
- Act as the go-to escalation point for complex technical and operational issues
- Maintain service excellence by meeting SLAs and driving performance improvements
- Collaborate across IT, delivery, and support teams to enhance service delivery
- Manage shift scheduling and ensure balanced workloads and development opportunities
- Drive incident management, root cause analysis, and preventive actions
- Support integration of new technologies and processes into operations.
What Makes This Opportunity Special:
- Rotating Shift Schedule (4 days on from 7am-7pm / 4 off / 4 nights on from 7pm-7am / 4 off):Loved by many on the team for its predictability and generous downtime. You’ll always know your rotation a year in advance, which means you could book 4 days of holiday along with your 4 days not on the schedule for a total of 12 days off
- Lead with Impact: You’ll play a key role in shaping the performance and culture of a 24/7 operations team, directly influencing service quality and customer satisfaction
- Continuous Development: We’re committed to your growth—offering leadership development, technical training, and opportunities to expand your expertise across technologies
- Collaborative Culture: Join a supportive, people-first environment where teamwork, trust, and open communication are at the heart of everything we do
- Visible Leadership: Your contributions won’t go unnoticed—you’ll work closely with senior leaders and cross-functional teams, making a real difference every day.
You’ll Thrive in This Role If You Have:
- Proven Leadership: Demonstrated experience leading technical teams in a 24/7 support environment, with a focus on coaching, mentoring, and performance management
- Strategic Thinking: A results-driven mindset with the ability to set ambitious goals, prioritize effectively, and align team efforts with broader business objectives
- Technical Acumen: Familiarity with IBMi (iSeries) and/ or Intel platforms, along with a solid understanding of ITSM/ITIL practices
- Strong Communication: Ability to engage confidently with both technical and non-technical stakeholders, building trust and fostering collaboration across teams
- Data-Driven Decision Making: Skilled in analyzing operational metrics to identify trends, drive improvements, and support innovation
- Adaptability: Comfortable navigating change and evolving business needs, including out-of-hours responsibilities
- People-First Leadership: Background in building strong relationships, investing in team development, and creating an environment where individuals feel valued and empowered
- Integrity & Accountability: Known for leading by example with honesty, transparency, and a commitment to continuous self-development
What You’ll Get from Us
- £46,000–£56,000(which consists of £40,000–£50,000 basic depending on experience + £6,000 shift allowance)
- 24.5 days holiday + the option to buy more
- Paid volunteer hours to support causes you care about
- Private medical insurance, life assurance & wellbeing resources
- Free onsite parking
- A fun, fast-paced workplace where you’re encouraged to grow and explore
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Operations Team Leader employer: Service Express
Contact Detail:
Service Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Team Leader
✨Tip Number 1
Familiarise yourself with IBMi systems and Intel platforms, as these are crucial for the Operations Team Leader role. Consider taking online courses or certifications to enhance your technical knowledge, which will demonstrate your commitment and readiness for the position.
✨Tip Number 2
Network with current or former employees of Service Express, especially those in leadership roles. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, helping you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams in a 24/7 environment. Highlight your experience in coaching and mentoring, as well as any successful initiatives you've implemented that improved service delivery or team performance.
✨Tip Number 4
Showcase your strategic thinking skills by being ready to discuss how you would set goals and priorities for your team. Think about how you can align team efforts with broader business objectives, as this will resonate well with the hiring managers at Service Express.
We think you need these skills to ace Operations Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience, particularly in technical environments. Emphasise any relevant experience with IBMi (iSeries) or Intel platforms, and showcase your ability to manage teams effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and team development. Mention specific examples of how you've led teams to success and improved service delivery in previous roles.
Highlight Relevant Skills: Clearly outline your strategic thinking, communication skills, and adaptability in your application. Use concrete examples to demonstrate how you've used data-driven decision-making to enhance performance in past positions.
Showcase Your People-First Leadership: Discuss your approach to building strong relationships within teams and your commitment to team development. Highlight any initiatives you've led that fostered a collaborative culture and empowered team members.
How to prepare for a job interview at Service Express
✨Showcase Your Leadership Skills
Be prepared to discuss your previous leadership experiences in detail. Highlight specific examples where you successfully mentored or developed team members, and how you handled challenges in a technical environment.
✨Demonstrate Technical Knowledge
Familiarise yourself with IBMi (iSeries) and Intel platforms, as well as ITSM/ITIL practices. Be ready to answer technical questions and explain how your knowledge can contribute to the team's success.
✨Emphasise Communication Skills
Since the role involves engaging with both technical and non-technical stakeholders, practice articulating complex ideas clearly. Prepare to discuss how you've built trust and collaboration across teams in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and strategic thinking. Think of scenarios where you had to make data-driven decisions or manage incidents effectively, and be ready to share your thought process.
