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For Companies At a Glance
- Tasks: Lead and mentor a team to deliver top-notch IT services in secure environments.
- Company: Join a specialist ICT provider supporting UK Defence and Government sectors.
- Benefits: Competitive salary, stable full-time role, and opportunities for career growth.
- Other info: Diverse and inclusive workplace with a focus on respect and equality.
- Why this job: Make a real impact in high-stakes projects while shaping service operations.
- Qualifications: Experience in ITSM leadership and strong knowledge of ITIL processes required.
The predicted salary is between 45000 - 45000 £ per year.
Location: Stoke-on-Trent (Onsite – 5 days per week)
Salary: £45,000 per annum
Clearance: Eligible for SC Clearance
About the Opportunity
Sanderson Government & Defence is proud to be partnering with a specialist secure ICT provider delivering critical services into the UK Defence, Security, and Government sectors. Our client supports highly sensitive, mission‑critical environments where service reliability and security are paramount.
The Role
As Service Operations Manager, you will be responsible for the day‑to‑day leadership of Service Operations, ensuring the effective delivery of IT services across live environments. You will play a key role in driving best practice across Incident, Problem, and Change Management, while acting as a deputy to senior leadership.
Key Responsibilities
- Lead, mentor, and develop Service Operations team members through regular 1:1s and coaching
- Act as deputy to the Service Operations Lead, supporting operational and strategic initiatives
- Own and manage the Change Management process, ensuring all changes are assessed, approved, and delivered with minimal risk
- Coordinate customer‑driven changes, ensuring clear communication, reporting, and stakeholder engagement
- Oversee Incident and Problem Management processes, including root cause analysis and post‑incident reviews
- Analyse service performance data and KPIs to identify trends, risks, and opportunities for improvement
- Support the ongoing development of IT Service Management (ITSM) tools and processes
- Work closely with Transition teams to successfully onboard new or updated services into live operations
About You
- Proven experience in a Service Operations or ITSM leadership role
- Strong knowledge of ITIL‑aligned processes (Incident, Problem, Change Management)
- Experience managing KPIs and SLAs within a service environment
- Hands‑on experience with ITSM tools such as ServiceNow or Jira
- Strong leadership, stakeholder management, and communication skills
- Ability to manage multiple priorities in a secure, high‑pressure environment
- ITIL v4 Foundation (essential); additional certifications (PRINCE2, PMP) advantageous
Security Requirements
Due to the nature of this role, candidates must be eligible for UK Security Clearance (SC). This typically requires British citizenship or a minimum of five years' continuous UK residence. Please note that sponsorship is not available for this role.
Why Apply?
- Opportunity to work within secure, high‑impact Government and Defence programmes
- Join a collaborative and growing organisation
- Clear opportunity to shape and improve Service Operations processes
- Stable, full‑time onsite role with strong long‑term prospects
Reasonable Adjustments
Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.
Service Operations Manager in Stoke-on-Trent employer: Energy Jobline ZR
Contact Detail:
Energy Jobline ZR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in service operations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to ITIL processes and service management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've mentored team members or improved service delivery. This will help you stand out as a candidate who can drive change.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Operations Manager in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Operations Manager role. Highlight your experience with ITIL processes and any leadership roles you've held. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. We love seeing genuine enthusiasm for the position.
Showcase Relevant Experience: When filling out your application, be sure to showcase your experience with ITSM tools like ServiceNow or Jira. Mention specific projects where you've managed KPIs or SLAs, as this will catch our eye!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Energy Jobline ZR
✨Know Your ITIL Inside Out
As a Service Operations Manager, you'll need to demonstrate a solid understanding of ITIL processes. Brush up on Incident, Problem, and Change Management principles, and be ready to discuss how you've applied them in past roles. Use specific examples to show your expertise.
✨Showcase Your Leadership Skills
This role requires strong leadership abilities, so think about times when you've successfully led a team or mentored colleagues. Prepare to share these experiences during the interview, highlighting your approach to coaching and developing team members.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making under pressure. Practice articulating your thought process and how you would handle various service operations challenges, especially in high-stakes environments.
✨Engage with Stakeholder Management
Stakeholder engagement is key in this role. Be prepared to discuss how you've effectively communicated with different stakeholders in previous positions. Highlight your strategies for ensuring clear communication and managing expectations during service changes.