At a Glance
- Tasks: Lead operations for a critical platform, ensuring high service availability and effective incident response.
- Company: Join a dynamic tech company focused on innovation and customer satisfaction.
- Benefits: Enjoy competitive salary, health care, gym access, and professional growth opportunities.
- Other info: Work in a beautiful office with great transport links and a supportive team culture.
- Why this job: Make a real impact in a high-growth industry while developing your leadership skills.
- Qualifications: Experience with cloud platforms, ITIL practices, and managing customer service teams required.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced Operations Manager to act as the operational owner and Service Manager for a business-critical platform, while also managing the Customer Service (Level 1) function. This role combines ITIL-based service management discipline, Site Reliability Engineering (SRE) principles, and people leadership to ensure high service availability, effective incident response, and continuous improvement across both customer-facing support and backend service operations. You will have end-to-end accountability for live service operations, leading both the Service Engineering team and the Customer Service (L1) team, and owning service performance, platform reliability, operational risk, and financial stewardship. Hands-on experience managing cloud platforms in critical, always-on environments is a mandatory requirement for this role.
Responsibilities
- Service & Operational Ownership
- Act as the named Service Manager for the platform, with full accountability for service performance, stability, and customer impact.
- Own the service lifecycle, from operational readiness and go-live through live service management and continual improvement.
- Define, own, and report against SLAs, SLOs, and operational KPIs across both customer service and service engineering functions.
- Serve as the primary operational escalation point for internal stakeholders and key customers.
- Customer Service (L1) Management
- Lead and manage the Customer Service (Level 1) team, ensuring consistent, high-quality first-line support for customers.
- Ensure effective triage, prioritisation, and escalation of incidents from L1 to Service Engineering.
- Drive customer-focused service metrics, including response times, resolution quality, and customer satisfaction.
- Establish training, coaching, and quality assurance processes to continually improve L1 service delivery.
- Reliability, Availability & Incident Management
- Own the end-to-end reliability and availability of a mission-critical, compliance-focused platform.
- Apply SRE principles to reduce incidents, manage operational risk, and balance reliability with delivery velocity.
- Lead major incident management, ensuring effective coordination, clear communication, and rapid service restoration.
- ITIL-Aligned Service Operations
- Lead Incident, Problem, Change, and Release Management in line with ITIL best practices.
- Plan and execute on-premises software upgrades and platform changes, ensuring controlled delivery and minimal disruption.
- Drive thorough root cause analysis (RCA) and ensure corrective actions are implemented and tracked to completion.
- Maintain audit-ready service documentation, runbooks, and operational procedures.
- Cloud Platform & Engineering Collaboration
- Own operational oversight of cloud and hybrid platforms supporting critical customer services.
- Work closely with Engineering, Product, and Security teams to ensure platforms are operationally ready, resilient, observable, and secure.
- Ensure appropriate monitoring, alerting, capacity planning, and resilience controls are in place across Azure and hybrid environments.
- Champion automation and Infrastructure-as-Code to reduce operational toil and improve reliability.
- Budget & Cost Management
- Own and manage the operations and service engineering budget, ensuring spend is forecast, controlled, and aligned to service outcomes.
- Manage costs related to cloud infrastructure, on-premises upgrades, tooling, licensing, and third-party services.
- Partner with Finance and Procurement to justify investment and identify cost-optimisation opportunities without compromising service reliability or compliance.
- Leadership & Team Development
- Lead, coach, and develop both the Customer Service (L1) and Service Engineering teams.
- Establish structured onboarding, training, and progression paths to build resilient, high-performing teams.
- Foster a culture of accountability, service excellence, and continuous improvement across operations.
What You Bring
- Proven experience managing cloud platforms in critical, always-on production environments.
- Demonstrable experience owning or operating services where uptime, data integrity, and regulatory compliance are critical.
- Azure Certification.
- Proven experience as an Operations Manager, Service Manager, or equivalent, with ownership of live services.
- Strong hands-on experience with ITIL service management practices, particularly Incident, Problem, Change, and Continual Improvement.
- Experience managing Customer Service / L1 support teams in a production environment.
- Working knowledge of Site Reliability Engineering (SRE) principles and operational risk management.
- Strong technical foundation across Azure, Windows Server, Linux (RedHat), Active Directory, networking, and scripting (PowerShell, Bash, or Python).
- Experience delivering platform upgrades and managing production change in cloud and hybrid environments.
- Experience owning operational budgets and cost centres.
- Calm, structured leadership style with a strong focus on uptime, customer impact, deadlines, and service quality.
- A genuine commitment to training, mentoring, and building high-performing operational teams.
What We Offer
- Competitive salary
- Private Health and Dental Care (BUPA)
- Free On-Site Gym
- Free access to Udemy
- Employee Assistance Programme
- Free parking
- Smart Casual dress
- Opportunities for professional growth and advancement
- Dynamic and innovative work environment
- Opportunity to make your mark in a high-growth industry
- A beautiful office in the historic Cheshire town of Knutsford, with easily accessible public transport links to Manchester and Chester
- This role is on-site, based at our office in Knutsford.
Operations Manager (Service Management & Site Reliability) in Knutsford employer: Custodia
Join a dynamic and innovative team as an Operations Manager in the picturesque town of Knutsford, where you will lead critical service operations and customer support functions. Our company offers a competitive salary, private health and dental care, and a vibrant work culture that prioritises professional growth and employee well-being. With a focus on continuous improvement and a commitment to excellence, you'll have the opportunity to make a significant impact in a high-growth industry while enjoying a beautiful office environment with excellent transport links.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager (Service Management & Site Reliability) in Knutsford
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Custodia values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Custodia might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Custodia!
✨Direct Apply to Custodia
Let's not forget to apply directly through the Custodia website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Operations Manager (Service Management & Site Reliability) in Knutsford
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Custodia.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Custodia. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Custodia
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
