At a Glance
- Tasks: Lead IT service operations and ensure smooth transitions to new service providers.
- Company: Harvey Nash, a dynamic company focused on IT service excellence.
- Benefits: Competitive pay, hybrid working, and opportunities for professional growth.
- Other info: Fast-paced environment with potential for career advancement.
- Why this job: Make a real impact in IT operations while developing your leadership skills.
- Qualifications: Experience in IT operations and strong communication skills required.
Harvey Nash is now inviting candidates to apply for the role of Service Operations Lead.
Inside of IR35 £550 - £650 Havant, hybrid working Initial 6 months.
Provide operational oversight and assurance across day-to-day (BAU) IT services, with a primary focus on maintaining stability during our client's transition to a new outsourced service provider.
Key Responsibilities:- BAU Operations Support (Incident / Problem / Change)
- MSP Transition & Early Life Support
- Monitoring & Reporting
- Major Incident Management & Communications
- Stakeholder Management
- Proven experience supporting IT operations in an outsourced / managed service environment, working closely with a Service Operations Manager and supplier teams.
- Strong hands-on experience of ITSM/ITIL practices, especially Incident, Major Incident, Problem and Change Management in a live BAU environment.
- Experience working with Service Desk operations (triage, routing, escalation, communications) and understanding how Service Desk performance impacts end-to-end service outcomes.
- Strong operational experience in Incident, Major Incident, Problem and Change Management, including leadership of major incidents, facilitation of PIRs, root cause analysis, and implementation of preventive actions.
- Working knowledge of ITSM tooling (e.g., ServiceNow) and operational reporting (ticket hygiene, backlogs, trends, MI packs).
- Excellent stakeholder management and communication skills, including experience engaging senior leaders, operations teams, and supplier management.
- Strong analytical skills with the ability to use management information to prioritise, drive decisions, and measure improvement.
- Comfortable working in high-pressure operational situations, supporting incident commanders and escalating appropriately through the Service Operations Manager.
Please submit your CV for consideration.
Service Management Operations Lead in Havant employer: Harvey Nash
Harvey Nash is an exceptional employer that values operational excellence and employee growth, particularly in the dynamic environment of Havant. With a strong focus on hybrid working, we foster a collaborative culture that encourages innovation and professional development, ensuring our team members thrive while managing critical IT services. Join us to be part of a supportive team that prioritises stability and success during exciting transitions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Management Operations Lead in Havant
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to IT operations and service management. We recommend role-playing with a friend or using online resources to get comfortable discussing your experience with incident management and stakeholder communication.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in managing IT services, especially during transitions. This can really set you apart from other candidates when you’re in front of hiring managers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Management Operations Lead in Havant
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Management Operations Lead role. Highlight your experience in IT operations, especially in outsourced environments, and showcase your hands-on knowledge of ITSM/ITIL practices.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that align with the key responsibilities mentioned in the job description, like managing major incidents or stakeholder communications.
Keep It Clear and Concise:We love a well-structured application! Keep your CV and cover letter clear and concise. Use bullet points for easy reading and make sure to highlight your achievements in a way that’s easy to digest.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to track your application status directly!
How to prepare for a job interview at Harvey Nash
✨Know Your ITSM Inside Out
Make sure you brush up on your ITSM and ITIL practices before the interview. Be ready to discuss your hands-on experience with Incident, Major Incident, Problem, and Change Management. Prepare specific examples from your past roles that showcase your expertise in these areas.
✨Showcase Your Stakeholder Skills
Since stakeholder management is key for this role, think of instances where you've successfully engaged with senior leaders or supplier teams. Highlight your communication strategies and how they led to improved service outcomes. This will demonstrate your ability to navigate complex relationships.
✨Prepare for High-Pressure Scenarios
Expect questions about how you handle high-pressure situations, especially during major incidents. Have a couple of stories ready that illustrate your calmness under pressure and your problem-solving skills. This will show that you're not just experienced but also resilient.
✨Familiarise Yourself with ServiceNow
If you have experience with ITSM tools like ServiceNow, be prepared to discuss it. If not, do some quick research to understand its functionalities. Being able to talk about how you’ve used such tools for operational reporting and ticket management will give you an edge.
