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- 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 pay, hybrid work model, and opportunities for professional growth.
- Other info: Embrace continuous improvement and drive innovation in a supportive culture.
- Why this job: Make a real impact by enhancing IT services and leading a dynamic team.
- Qualifications: Experience in team leadership and IT Service Management is essential.
The predicted salary is between 50000 - 65000 £ per year.
Contract – 6 months
Inside IR35 – rate dependant on experience
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 Slough 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 Slough
✨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 or team leadership. This will set you apart!
✨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 IT Service Operations Manager – London (Hybrid) in Slough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of IT Service Operations Manager. Highlight your experience in managing service desks and operational performance, and don’t forget to mention any relevant certifications like ITIL.
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 and improved service delivery in previous roles.
Showcase Your Skills: In your application, emphasise your understanding of SLAs and IT Service Management best practices. Mention any experience with tools like ServiceNow or Freshservice, as these are key to the role.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Intec Select
✨Know Your ITIL Basics
Make sure you brush up on your ITIL Foundation concepts. Since the role requires a strong understanding of Service Management best practices, being able to discuss how you've applied these principles in past roles will show you're the right fit.
✨Showcase Your Leadership Skills
Prepare examples that highlight your previous line management and team leadership experience. Think about specific situations where you mentored your team or improved performance, as this will demonstrate your capability to lead a high-performing support team.
✨Familiarise Yourself with ServiceNow
Since the job mentions optimising Service Management platforms like ServiceNow, it’s crucial to have a solid understanding of its functionalities. If you’ve used it before, be ready to share how you leveraged it to enhance service delivery.
✨Emphasise Continuous Improvement
The role focuses on driving continuous improvement initiatives, so come prepared with ideas or examples of how you've implemented process improvements in the past. This could include automation or accessibility enhancements that made a real difference.