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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) 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)
✨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. Understand their tech stack and be ready to discuss how your experience aligns with their needs. We want you to shine!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled challenges in previous roles, especially in service management. This will demonstrate your proactive approach to continuous improvement.
✨Tip Number 4
Apply through our website for the best chance at landing that role! We love seeing candidates who are genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace IT Service Operations Manager - London (Hybrid)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous line management and team leadership experience, as well as any relevant ITIL certifications. We want to see how you fit into our vision!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service excellence and how your proactive approach can benefit our team. Don’t forget to mention your experience with Service Management platforms like ServiceNow.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've driven continuous improvement initiatives or managed incidents in the past. We love candidates who can demonstrate strong analytical and operational management capabilities!
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 this exciting opportunity. Plus, it shows 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 Proactive About Problem-Solving
Come equipped with examples of how you've driven continuous improvement initiatives. Discuss any proactive measures you've implemented to reduce recurring incidents. This will highlight your analytical skills and your commitment to service excellence.
✨Engage with Stakeholders
Think about how you've collaborated with technology and business stakeholders in the past. Be ready to share stories that illustrate your excellent communication skills and how you've managed supplier relationships. This will show you're a team player who values collaboration.