At a Glance
- Tasks: Lead a dynamic service desk team, ensuring top-notch support and client satisfaction.
- Company: Join Atos Group, a global leader in digital transformation and cybersecurity.
- Benefits: Enjoy 25 days leave, private medical scheme, and opportunities for professional growth.
- Other info: Diversity and inclusion are at our core; we welcome all applicants.
- Why this job: Make a real impact by leading a team in a fast-paced, innovative environment.
- Qualifications: Experience in service desk management and strong people leadership skills required.
The predicted salary is between 45000 - 60000 £ per year.
About Atos Group
Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries.
We are seeking a driven, resilient and people-focused Operations Manager to lead a 1st & 2nd Line Support Service Desk. This is a key management role, responsible for the day-to-day leadership of the service desk and for ensuring the team delivers a professional, efficient and client-centred service. This role requires a confident people leader who can build capability and maintain high standards within a developing workforce, including early-career colleagues and apprentices.
The successful candidate will provide clear direction, reinforce professional behaviours and create a culture of accountability, engagement and continuous improvement. They will manage and develop Team Leaders, bringing structure, consistency and strong operational discipline to the service desk. Working closely with key stakeholders, they will ensure operational plans are delivered effectively, risks are managed pro-actively and service performance is continually reviewed.
This is a highly visible role within Atos, supporting major strategic client accounts and contributing to the successful delivery of UK sovereign IT services. The Operations Manager will need to navigate a complex stakeholder environment with credibility, diplomacy and sound judgement, managing sensitive issues while upholding the highest professional standards.
Key Responsibilities
- Team Leadership & Management: 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.
- 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.
- People Development & Culture: Support training, knowledge management and apprenticeship program adherence so colleagues can operate effectively.
- 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.
Skills & Experience
What we would like you to bring:
- Service desk operations management experience is essential.
- Proven experience in managing a team, ideally in a customer service, contact center, 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.
- 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.
Location: Birmingham Business Park
Eligibility: The candidate should be eligible to obtain SC clearance (5 years' continuous UK residency required).
Rewards and benefits: 25 days annual paid leave; Private medical scheme membership; 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 aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.
Operations Manager in Aberdeen employer: Atos
Atos is an exceptional employer that prioritises innovation and strategic leadership within the National Security, Safety and Energy sectors. With a strong commitment to employee growth, a collaborative work culture, and comprehensive benefits including a pension scheme and medical cover, Atos provides a rewarding environment for professionals looking to make a significant impact in their field. Located in the UK, this role offers unique opportunities to influence industry trends and drive technological advancements.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Aberdeen
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Atos. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Atos before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Manager in Aberdeen
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Atos:Your cover letter is your chance to shine! Tell us why you want to work at Atos specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Atos!
How to prepare for a job interview at Atos
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
