At a Glance
- Tasks: Lead IT operations, ensuring high service availability and managing customer support teams.
- Company: Join a leading engineering staffing provider with a global presence.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on continuous improvement and team development.
- Why this job: Make a real impact in a critical role while developing your leadership skills.
- Qualifications: Experience in cloud platforms, ITIL practices, and team management required.
The predicted salary is between 63000 - 77000 £ per year.
Hybrid – 3 days on site 2 days remote
Required:
- Proven experience managing cloud platforms in critical, always-on production environments.
- Demonstrable experience owning or operating services where uptime, data integrity, & regulatory compliance are critical.
- Azure Certification.
- Operations Manager, Service Manager, or equivalent, with ownership of live services.
- Strong hands-on experience with ITIL service management practices, particularly Incident, Problem, Change, & Continual Improvement.
- Experience managing Customer Service / L1 support teams in a production environment.
- Working knowledge of Site Reliability Engineering (SRE) principles & operational risk management.
- Strong technical foundation across Azure, Windows Server, Linux (RedHat), Active Directory, networking, & scripting (PowerShell, Bash, or Python).
- Experience delivering platform upgrades & managing production change in cloud & hybrid environments.
- Experience owning operational budgets & cost centres.
- Calm, structured leadership style with a strong focus on uptime, customer impact, deadlines, & service quality.
- A genuine commitment to training, mentoring, & building high-performing operational teams.
Role Summary
Seeking an experienced Operations Manager to act as the operational owner & Service Manager for a business-critical platform, while also managing the Customer Service (Level 1) function. Role combines ITIL-based service management discipline, Site Reliability Engineering (SRE) principles, & people leadership to ensure high service availability, effective incident response, & continuous improvement across both customer-facing support & backend service operations. You will have end-to-end accountability for live service operations, leading both the Service Engineering team & the Customer Service (L1) team, & owning service performance, platform reliability, operational risk, & financial stewardship. Hands-on experience managing cloud platforms in critical, always-on environments is a mandatory requirement for this role.
Key Responsibilities
- Service & Operational Ownership
- Act as the named Service Manager for the platform, with full accountability for service performance, stability, & customer impact.
- Own the service lifecycle, from operational readiness & go-live through live service management & continual improvement.
- Define, own, & report against SLAs, SLOs, & operational KPIs across both customer service & service engineering functions.
- Serve as the primary operational escalation point for internal stakeholders & key customers.
- Customer Service (L1) Management
- Lead & manage the Customer Service (Level 1) team, ensuring consistent, high-quality first-line support for customers.
- Ensure effective triage, prioritisation, & escalation of incidents from L1 to Service Engineering.
- Drive customer-focused service metrics, including response times, resolution quality, & customer satisfaction.
- Establish training, coaching, & quality assurance processes to continually improve L1 service delivery.
- Reliability, Availability & Incident Management
- Own the end-to-end reliability & availability of a mission-critical, compliance focused platform.
- Apply SRE principles to reduce incidents, manage operational risk, & balance reliability with delivery velocity.
- Lead major incident management, ensuring effective coordination, clear communication, & rapid service restoration.
- ITIL-Aligned Service Operations
- Lead Incident, Problem, Change, & Release Management in line with ITIL best practices.
- Plan & execute on-premises software upgrades & platform changes, ensuring controlled delivery & minimal disruption.
- Drive thorough root cause analysis (RCA) & ensure corrective actions are implemented & tracked to completion.
- Maintain audit-ready service documentation, runbooks, & operational procedures.
- Cloud Platform & Engineering Collaboration
- Own operational oversight of cloud & hybrid platforms supporting critical customer services.
- Work closely with Engineering, Product, & Security teams to ensure platforms are operationally ready, resilient, observable, & secure.
- Ensure appropriate monitoring, alerting, capacity planning, & resilience controls are in place across Azure & hybrid environments.
- Champion automation & Infrastructure-as-Code to reduce operational toil & improve reliability.
- Budget & Cost Management
- Own & manage the operations & service engineering budget, ensuring spend is forecast, controlled, & aligned to service outcomes.
- Manage costs related to cloud infrastructure, on-premises upgrades, tooling, licensing, & third-party services.
- Partner with Finance & Procurement to justify investment & identify cost optimisation opportunities without compromising service reliability or compliance.
- Leadership & Team Development
- Lead, coach, & develop both the Customer Service (L1) & Service Engineering teams.
- Establish structured onboarding, training, & progression paths to build resilient, high performing teams.
- Foster a culture of accountability, service excellence, & continuous improvement across operations.
IT Operations Manager in Knutsford employer: NES Fircroft
Joining NES Fircroft as a Contracts Specialist offers you the chance to work with a leading Oil & Gas operator in Norwich, where a supportive and collaborative work culture thrives. The company prioritises employee growth through continuous learning opportunities and fosters a professional environment that values integrity and teamwork. With a focus on maximising supplier relationships and a commitment to excellence, this role provides a meaningful career path in a dynamic industry.
StudySmarter Expert Advice🤫
We think this is how you could land IT Operations Manager in Knutsford
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what NES Fircroft values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges NES Fircroft might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at NES Fircroft!
✨Direct Apply to NES Fircroft
Let's not forget to apply directly through the NES Fircroft website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Operations Manager in Knutsford
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at NES Fircroft.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at NES Fircroft. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at NES Fircroft
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
