At a Glance
- Tasks: Lead IT service delivery and transform support from reactive to proactive.
- Company: Dynamic tech company with a focus on innovation and collaboration.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Join a vibrant team with excellent career advancement potential.
- Why this job: Make a real impact by enhancing user experience through automation and AI.
- Qualifications: Proven experience in IT service management and team leadership.
The predicted salary is between 60000 - 60000 £ per year.
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
- n End-to-end IT service delivery across all locations, internal teams and managed service provider
- s The service delivery strategy, and the shift from reactive support to a proactive, service-led mode
- l SLAs, KPIs, customer satisfaction, service reviews and stakeholder reportin
- g Root cause analysis to fix recurring issues for goo
- d Major incidents, outages and complex escalations as the senior point of contac
- t Adoption of automation, self-service, AI-assisted support and knowledge managemen
- t Leadership, coaching and development of the service delivery tea
- m Supplier, contract and MSP management, plus service performanc
- e Technology budgets, purchasing, renewals and approval
- What we’re looking f
- or A track record of transforming reactive IT support into proactive service provisi
- on Experience building and owning an IT service delivery strate
- gy Strong knowledge of ITIL and IT service management best practi
- ce Experience leading a service desk and support function across multiple locatio
- ns Solid major incident, escalation and problem manageme
- nt Confident managing SLAs, KPIs, satisfaction measures and service reporti
- ng Experience managing MSPs, outsourced partners and supplie
- rs Hands-on experience introducing automation, self-service or AI-assisted suppo
- rt Strong team leadership, coaching and stakeholder manageme
- nt Awareness of security, data protection and IT governan
- ce Budget, purchasing and contract manageme
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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.
