Operations Manager

Key responsibilities

• Set clear expectations, standards and goals for Team Leaders and service desk colleagues, providing leadership, direction and support to develop high‑performing teams through effective coaching, performance management and colleague engagement.
• Lead, motivate and develop Team Leaders and their teams, including early‑career colleagues and apprentices, creating a culture of accountability, engagement, continuous learning and service excellence.
• Demonstrate resilience and adaptability in leading an evolving workforce, including regular onboarding of new joiners as apprentices transition into alternative placements, while continuing to embed a strong professional culture and consistent standards.
• Act as an escalation point for complex operational, customer, colleague or client issues, ensuring clear ownership, communication, resolution and lessons learned activity.
• Manage employee relations and people processes including performance reviews, absence management, return to work processes, people development and succession activity.

Service Delivery & Performance

• Lead the day‑to‑day operational performance of the Service Desk, ensuring agreed SLAs, service levels, quality standards, customer satisfaction and productivity targets are achieved.
• Analyse performance data to identify trends, manage risks and drive clear improvement actions across service quality, productivity and customer experience.
• Develop strong client and stakeholder relationships, maintaining confidence in service delivery through clear communication, reporting and proactive issue management.
• Maintain best practice and quality standards by ensuring operational governance is in place, including performance reviews, action tracking, risk management, compliance checks and service improvement plans.

People Development & Culture

• Support training, knowledge management and apprenticeship program adherence so colleagues have the knowledge, training, documentation and support required to operate effectively.
• Maintain a positive, inclusive, accountable and professional working environment where colleague wellbeing, recognition, learning and service excellence are actively encouraged.
• Manage performance concerns and disciplinary matters.
• Champion Atos values and expected behaviours while leading operational change effectively and helping colleagues understand the reason for change, the expected outcomes and their role in making change successful.

Operational Excellence

• Participate in stakeholder meetings and service reviews by preparing and presenting operational updates, performance summaries, risks, achievements and improvement plans for internal and client‑facing reviews.
• Identify and drive continual service improvement initiatives across people, process, technology and customer experience, identifying root causes of underperformance and embedding sustainable corrective actions.
• Ensure compliance with the relevant company, client, data protection, security, health and safety and operational procedures.
• Own operational plans across the service desk, including resource planning, workload management, shift performance, attendance, adherence and capacity requirements.
• Support financial and commercial performance by understanding revenue, cost, productivity and efficiency drivers, and ensuring operational decisions support profitable service delivery.
• Work with support functions to ensure training, quality assurance, all process documentation and tooling support the effective operation of the Service Desk.

Skills & Experience

• Proven experience in managing a team, ideally in a customer service, contact centre, or operational environment. Strong operational leadership experience and accountability for service quality, productivity and customer outcomes.
• Strong people management skills — capable of leading, motivating and developing Team Leaders and their teams through coaching, performance management, colleague engagement and clear accountability. Ability to evidence work in conjunction with HR in complex employee relations situations such as sickness management, grievances/disciplinary matters.
• Highly organised, with the ability to manage priorities, workloads and deadlines, including resource planning, capacity management, shift performance and operational delivery across a busy service desk environment.
• Excellent interpersonal and communication skills — confident engaging with both team members and senior stakeholders, including clients, internal support functions and operational leaders through clear reporting, issue management and service review updates.
• A disciplined approach to management — comfortable in setting expectations and managing performance formally and informally, using data, KPIs, SLAs, quality results and customer feedback to identify risks, drive improvement and maintain service standards.
• Resilient under pressure, with a calm and professional demeanour in a fast‑paced environment, and the confidence to lead teams through operational change while maintaining colleague engagement and service quality.

Location

Birmingham Business Park

The candidate should be eligible to obtain SC clearance (5 years' continuous UK residency required)

Rewards and benefits

• 25 days annual paid leave
• Pension contributions up to 10%
• Flex benefits program
• Courses and certifications opportunities

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. We are a Disability Confident employer and encourage applications from all applicants, especially those who are differently abled. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to make reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver‑friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox - UK‑Recruitment‑Support@atos.net.