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- Tasks: Lead and manage a service desk team to deliver exceptional customer support.
- Company: Leading managed IT services provider with a focus on quality and reliability.
- Benefits: £30,000 – £40,000 salary, 25 days holiday, private healthcare, and professional development.
- Why this job: Step into the tech sector and make a real impact in customer service excellence.
- Qualifications: Experience in customer service or operations, strong leadership and communication skills.
- Other info: Join a friendly team and gain exposure to the fast-growing IT industry.
Role: Service Operations Manager
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
Location: Hereford | On-site, 5 days per week
Salary: £30,000 – £40,000 + benefits
Benefits: 25 days holiday, private healthcare, professional development, and training support
Our client, a leading managed IT services provider, is hiring a Service Operations Manager to oversee and run their busy service desk function. This is a hands-on leadership role where you’ll manage a team of service desk analysts and ensure the highest levels of customer satisfaction across all support operations.
This is an excellent opportunity for someone from a strong customer service or operations background who’s looking to step into the technology sector, or take on a new challenge leading service delivery in a fast-paced environment.
What you’ll do
Lead, motivate, and manage the service desk team to deliver outstanding customer support
Oversee daily operations, ensuring all tickets are prioritised, escalated, and resolved efficiently
Maintain and improve service performance against SLAs and customer expectations
Act as a key point of contact for escalations, ensuring timely and effective communication
Identify opportunities to improve processes and enhance the customer experience
You’ll work closely with senior management and technical specialists to ensure seamless service delivery and uphold the organisation’s reputation for quality and reliability.
What we’re looking for
Proven experience in a customer service, operations, or team leadership role
Strong people management and communication skills
Ability to thrive in a fast-paced, client-facing environment
Passion for delivering exceptional customer experiences
Interest in technology or IT support (previous industry experience not essential)
The ideal candidate will bring a proactive mindset, natural leadership qualities, and a genuine passion for service excellence.
Why join?
Lead a talented, friendly, and motivated service desk team
Gain exposure to the fast-growing IT and technology services sector
Develop your skills through ongoing training and certification opportunities
Join a collaborative and customer-focused organisation
Service Operations Manager employer: IMT Resourcing Solutions
Contact Detail:
IMT Resourcing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as someone who genuinely cares about the role and the organisation.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Get comfortable talking about your experience and how it relates to the Service Operations Manager role. The more you practice, the more confident you'll feel!
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for passionate individuals to join our team. Plus, it shows you’re serious about wanting to be part of our awesome community.
We think you need these skills to ace Service Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and operations. We want to see how your skills align with the role of Service Operations Manager, so don’t be shy about showcasing your leadership qualities!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for delivering exceptional customer experiences and your interest in the tech sector. Let us know why you’re excited about this opportunity!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve service delivery. Numbers and examples can really make your application stand out to us!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the process. We can’t wait to hear from you!
How to prepare for a job interview at IMT Resourcing Solutions
✨Know Your Stuff
Before the interview, make sure you understand the role of a Service Operations Manager. Brush up on key concepts like SLAs, customer satisfaction metrics, and team management strategies. This will help you speak confidently about how your experience aligns with what they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your ability to motivate and manage a team effectively.
✨Emphasise Customer Experience
Since this role is all about delivering exceptional customer support, be ready to discuss how you've handled customer issues in the past. Share specific instances where you went above and beyond to ensure customer satisfaction, as this will resonate well with the interviewers.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about their current challenges in service delivery or how they measure success in the service desk team. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
