London (hybrid) | Permanent | Up to £60,000 plus benefits
We have an exciting opportunity for an experienced IT Service Operations Manager to take end-to-end ownership of IT service delivery across the clients business, including UK and international locations. It's a role for someone who has genuinely turned a reactive service desk into a proactive, data-led one, not just kept the tickets moving.
You'll own the service delivery strategy, lead and develop the team, and manage the internal, MSP and supplier relationships that keep support running across multiple sites. Expect to combine strategic planning with hands-on operational leadership, and to push automation, self-service and AI-assisted support wherever it improves the user experience.
What you'll ow
- nEnd-to-end IT service delivery across all locations, internal teams and managed service provider
- sThe service delivery strategy, and the shift from reactive support to a proactive, service-led mode
- lSLAs, KPIs, customer satisfaction, service reviews and stakeholder reportin
- gRoot cause analysis to fix recurring issues for goo
- dMajor incidents, outages and complex escalations as the senior point of contac
- tAdoption of automation, self-service, AI-assisted support and knowledge managemen
- tLeadership, coaching and development of the service delivery tea
- mSupplier, contract and MSP management, plus service performanc
- eTechnology budgets, purchasing, renewals and approval
What we’re looking f
- orA track record of transforming reactive IT support into proactive service provisi
- onExperience building and owning an IT service delivery strate
- gyStrong knowledge of ITIL and IT service management best practi
- ceExperience leading a service desk and support function across multiple locatio
- nsSolid major incident, escalation and problem manageme
- ntConfident managing SLAs, KPIs, satisfaction measures and service reporti
- ngExperience managing MSPs, outsourced partners and supplie
- rsHands-on experience introducing automation, self-service or AI-assisted suppo
- rtStrong team leadership, coaching and stakeholder manageme
- ntAwareness of security, data protection and IT governan
- ceBudget, purchasing and contract manageme
IT Service Operations Manager employer: DATTalent
As a Data Architect with us, you'll be part of a dynamic team dedicated to delivering innovative software solutions in a collaborative and supportive remote environment. We prioritise employee growth through continuous learning opportunities and encourage a culture of knowledge sharing, ensuring that your expertise in Elasticsearch and large datasets is not only valued but also expanded upon. Join us to make a meaningful impact on our data architecture while enjoying the flexibility and work-life balance that comes with remote work.
