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For Companies At a Glance
- Tasks: Lead a high-performing IT Service Desk and ensure top-notch service delivery.
- Company: Join a fast-paced, innovative digital environment in London.
- Benefits: Competitive contract rate, hybrid work model, and opportunities for professional growth.
- Other info: Exciting chance to drive continuous improvement in a collaborative tech setting.
- Why this job: Make a real impact by enhancing IT services and leading a dynamic support team.
- Qualifications: Proven leadership experience and ITIL certification required.
The predicted salary is between 50000 - 60000 £ per year.
We are seeking an experienced IT Service Operations Manager to lead a high-performing Service Desk and Service Operations function within a fast-paced and innovative digital environment. This is an exciting opportunity for a customer-focused technology leader with strong operational management experience, a passion for service excellence, and a proactive approach to continuous improvement.
You’ll work closely with technology and business stakeholders to ensure services remain stable, secure, efficient, and aligned to business needs.
Role & Responsibilities
- Lead and manage the IT Service Desk function as the primary point of contact for IT support and service requests.
- Oversee 1st and 2nd line support operations, ensuring high-quality customer service and SLA achievement.
- Manage workload allocation, resource planning, and day-to-day operational performance.
- Drive proactive problem management, trend analysis, and preventative measures to reduce recurring incidents.
- Own and optimise Service Management platforms such as ServiceNow and related monitoring tools.
- Collaborate with internal technology teams to improve service stability, availability, and user experience.
- Manage supplier and third-party relationships, ensuring contractual obligations and KPIs are achieved.
- Support incident escalation, major incident management, and security-related investigations where required.
- Lead knowledge management initiatives, including the creation and maintenance of knowledge base documentation.
- Contribute to IT service continuity and disaster recovery planning.
- Monitor operational risks, controls, and compliance requirements within the service environment.
- Drive continuous improvement initiatives, including automation, accessibility improvements, and emerging technologies.
- Mentor, develop, and lead an inclusive and high-performing support team.
Skills & Experience
Essential
- Previous line management and team leadership experience.
- ITIL Foundation certification or equivalent Service Management qualification.
- Strong understanding of Service Level Agreements (SLAs) and IT Service Management best practices.
- Experience with Service Management platforms such as ServiceNow, Freshservice, TopDesk, or similar.
- Experience working within Agile and/or DevOps environments.
- Familiarity with digital experience monitoring tools such as Nexthink.
- Excellent stakeholder management and communication skills.
- Experience managing third-party suppliers and service providers.
- Strong analytical, problem-solving, and operational management capabilities.
- Budget and resource management experience.
Desirable
- Lean process improvement experience.
- Knowledge of collaboration and workflow tools such as SharePoint and Confluence.
- Asset Management experience.
- Familiarity with Intent-Based Leadership principles.
IT Service Operations Manager - London (Hybrid) in City of London employer: Intec Select
Contact Detail:
Intec Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Operations Manager - London (Hybrid) in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, attend meetups, and engage in 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. Tailor your responses to highlight how your experience aligns with their needs, especially around service excellence and operational management.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples of how you've driven continuous improvement or managed incidents effectively in past roles. This will demonstrate your proactive approach.
✨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 genuinely interested in joining our team.
We think you need these skills to ace IT Service Operations Manager - London (Hybrid) in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Operations Manager role. Highlight your experience in managing service desks and operational performance, as well as any relevant certifications like ITIL. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for service excellence and continuous improvement. Share specific examples of how you've led teams or improved service delivery in previous roles. Let us know why you're the perfect fit!
Showcase Your Leadership Skills: As a potential leader in our team, it's crucial to demonstrate your line management experience. Talk about how you've mentored and developed teams in the past, and how you plan to bring that same energy to StudySmarter. We love a proactive approach!
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’re considered for the role. Plus, it shows us you’re keen on joining our innovative team!
How to prepare for a job interview at Intec Select
✨Know Your Stuff
Make sure you brush up on ITIL principles and Service Management best practices. Familiarise yourself with tools like ServiceNow and be ready to discuss how you've used them in past roles. This shows you're not just a talker but someone who can walk the walk.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams and managed performance. Think about specific situations where you improved service delivery or resolved conflicts. This will demonstrate your capability to lead a high-performing support team effectively.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations, like managing a major incident or dealing with a difficult stakeholder. Practise your responses to these scenarios, focusing on your problem-solving skills and proactive approach to continuous improvement.
✨Highlight Your Collaborative Spirit
Since you'll be working closely with various stakeholders, be prepared to discuss how you've successfully collaborated with technology teams and third-party suppliers in the past. Share examples that illustrate your excellent communication skills and ability to manage relationships.