At a Glance
- Tasks: Lead IT operations and manage major incidents during a service transition.
- Company: Join a leading utilities client driving service transformation.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Fast-paced role with excellent career advancement potential.
- Why this job: Be at the forefront of IT service innovation and make a real impact.
- Qualifications: Experience in IT service operations and strong communication skills required.
The predicted salary is between 60000 - 75000 £ per year.
We're supporting a leading utilities client on a major service transformation programme and are looking for an experienced Service Operations Lead to help maintain operational stability during a transition to a new managed service provider (MSP). This is a hands‑on role focused on day‑to‑day IT operations, major incident management, and cross‑supplier coordination, ensuring service continuity throughout the transition.
Key Responsibilities
- Provide oversight of BAU IT operations across Incident, Major Incident, Problem and Change
- Lead and support major incidents and escalations, ensuring timely resolution and clear communications
- Coordinate across Service Desk, suppliers, and technical teams to maintain service stability
- Support MSP transition activities, including cutover planning and early life support
- Drive Problem Management and PIR actions to reduce recurring issues
- Produce and review operational MI (incident trends, backlog, MTTR, change success)
- Maintain runbooks, knowledge articles, and ensure ITSM tooling hygiene
Key Requirements
- Strong experience in IT service operations in an outsourced / MSP environment
- Deep hands‑on experience across ITIL processes (Incident, Major Incident, Problem, Change)
- Proven track record managing major incidents and high‑pressure situations
- Experience working with Service Desk and multi‑supplier environments
- Strong stakeholder management and communication skills
- Working knowledge of ServiceNow (or similar ITSM tools)
- Experience supporting service transitions / early life support
Ideal Profile
- Calm under pressure and confident managing escalations
- Highly proactive with strong ownership
- Able to engage senior stakeholders and suppliers effectively
- Structured, detail‑focused and organised
Service Operations Lead in Havant employer: Lorien
As a leading utilities client, we pride ourselves on fostering a dynamic work environment that prioritises operational excellence and employee development. Our culture encourages collaboration and innovation, providing ample opportunities for professional growth while ensuring a supportive atmosphere during our major service transformation programme. Join us in this hands-on role as we navigate exciting changes and maintain service continuity, all within a company that values your contributions and invests in your future.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Lead in Havant
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in service operations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT service operations. Think about your past experiences with major incidents and how you handled them. We want you to shine when it’s your turn to talk!
✨Tip Number 3
Showcase your skills on platforms like LinkedIn. Share articles or insights about ITIL processes or service transitions. This not only highlights your expertise but also gets you noticed by recruiters looking for someone just like you.
✨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 Operations Lead in Havant
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in IT service operations, especially in outsourced environments. We want to see how your skills align with the key responsibilities mentioned in the job description.
Showcase Major Incident Management:Since this role involves managing major incidents, include specific examples of how you've handled high-pressure situations in the past. We love seeing clear communication and resolution strategies!
Highlight Stakeholder Management Skills:Effective communication is key for us, so be sure to mention any experience you have engaging with senior stakeholders and suppliers. This will show us that you can navigate complex environments smoothly.
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 out on any important updates during the process!
How to prepare for a job interview at Lorien
✨Know Your ITIL Processes
Make sure you brush up on your ITIL knowledge, especially around Incident, Major Incident, Problem, and Change management. Be ready to discuss how you've applied these processes in past roles, as this will show your hands-on experience and understanding of the framework.
✨Prepare for High-Pressure Scenarios
Since this role involves managing major incidents, think of specific examples where you've successfully navigated high-pressure situations. Practise articulating these experiences clearly, focusing on your calmness under pressure and how you ensured timely resolutions.
✨Showcase Your Stakeholder Management Skills
This position requires strong communication with senior stakeholders and suppliers. Prepare to discuss how you've effectively engaged with different parties in previous roles, highlighting any challenges you faced and how you overcame them.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow or similar ITSM tools, be ready to talk about it! If not, do a bit of research to understand its functionalities. Mentioning how you’ve used such tools to maintain operational stability can give you an edge.
