Service Operations Manager
(In teams where a Team Lead layer exists, reporting may be to the Service Operations Team Lead)
Management Responsibilities:
None
Team:
Services Operations
Department:
Services
Grade (If Applicable):
PURPOSE OF JOB:
(OVERALL DESCRIPTION OF THE POST WITHIN THE TEAM AND ORGANISATION)
The Service Operations Specialist is responsible for the accurate and timely execution of core Service Operations activities, supporting the smooth delivery of Services from quote through to delivery handover and billing.
The role focuses on executing established Service Operations processes to a high standard, ensuring data accuracy, correct financial coding, and clear coordination with Sales, PMO, Delivery, Partners, and Finance. The specialist plays a key role in maintaining operational reliability and consistency across Services.
KEY RESPONSIBILITIES:
Core Service Operations Execution
- Process service quotes and orders accurately, ensuring correct use of systems and service taxonomy
- Manage service order lifecycle from quote through to delivery handover and invoicing
- Raise, amend, and maintain quotes and orders in line with agreed processes
- Create and manage job numbers, coordinating with PMO and Delivery as required
- Ensure services are billed accurately and efficiently, supporting reconciliation of monthly billing
Operational Coordination
- Manage incoming requests via Service Operations mailboxes and queues
- Liaise effectively with Sales, PMO, Delivery, Finance, Legal, and Partners to progress Service Operations activity
- Maintain operational records, spreadsheets, and supporting documentation
- Support renewal management for contracted services and products
Systems & Process Adherence
- Use multiple business systems daily in line with Service Operations processes
- Support accurate tracking, reporting, and forecasting inputs as required
- Follow established governance, approval, and escalation routes
- Cover other Services Operations areas during planned absence or sickness
WIDER TEAM NETWORK
(WHICH TEAMS WILL THE POSITION WORK WITH DIRECTLY AND WHO WILL THEY RELATE TO EXTERNALLY)
Internal
- Service Operations Team Lead
- PMO / Project Management
- Delivery & Managed Services
- Finance
- Legal
External
- Approved Services Partners
- Customers (operational coordination only)
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
ESSENTIAL
Experience
- Administrative or operational support experience
DESIRABLE
Skills & Attributes
- Strong attention to detail and accuracy
ESSENTIAL
- Ability to manage multiple tasks and priorities
- Clear written and verbal communication
- Comfortable working to defined processes and deadlines
- Willingness to learn and adapt in a fast ‑ paced services environment
- Proficiency in Microsoft 365 tools, including Excel, Teams, and Copilot
DESIRABLE
MEASURES & GOALS
(HOW WILL THE SUCCESS OF THE PERSON IN THIS POSITION BE MEASURED – WHAT ARE THE EXPECTED OUTPUTS)
OBJECTIVE
MEASURE
FREQUENCY
Operational accuracy
Correct processing of quotes, orders, and billing
Ongoing
Timely execution
Service Ops tasks completed within agreed SLAs
Ongoing
Process adherence
Compliance with Service Ops processes and controls
Ongoing
Financial hygiene
Correct financial tagging and job setup
Monthly
Clear, responsive coordination with Sales, PMO, Delivery
