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For Companies At a Glance
- Tasks: Lead global IT service operations and enhance user experience for 6,000 users.
- Company: Join a growing organisation with ambitious plans for world-class service operations.
- Benefits: Permanent full-time role with opportunities for career growth and development.
- Other info: Fast-paced leadership role with a focus on innovation and efficiency.
- Why this job: Make a real impact by driving operational performance and continuous improvement.
- Qualifications: Proven experience in service operations and strong ITIL/ITSM knowledge required.
The predicted salary is between 55000 - 65000 £ per year.
We are looking for an experienced Service Operations Manager to lead and enhance our global IT service operations function, supporting approximately 6,000 users across multiple regions. This is a fast-paced leadership role focused on delivering high-quality service, driving operational performance, improving user experience, and embedding a culture of continuous improvement.
About the job
- Lead day-to-day service operations, ensuring SLA/XLA performance across global regions
- Manage Major Incidents, stakeholder communications, and service escalations
- Oversee service desk operations, queue management, ticket quality, and service performance reporting
- Drive automation, self-service, and shift-left initiatives to improve efficiency and reduce demand
- Manage supplier and MSP relationships, ensuring contractual service delivery standards are achieved
- Lead and develop Service Desk Managers and regional technology teams
- Support continuous improvement, operational governance, and service maturity initiatives
Skills, Knowledge and Expertise
- Proven experience managing Service Operations within a multi-site or global enterprise environment
- Strong ITIL / ITSM knowledge across Incident, Problem, Change, and Request Management
- Experience with enterprise ITSM platforms such as ServiceNow, Freshservice, or Jira
- Strong understanding of SLAs, XLAs, service metrics, and operational reporting
- Experience managing third-party suppliers and Major Incident processes
- Strong leadership, communication, and stakeholder management skills
This is an exciting opportunity to join a growing organisation with ambitious plans to build a world-class Service Operations function.
Service Operations Manager in Preston employer: OCU Group
Contact Detail:
OCU Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager in Preston
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Operations Manager role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for interviews by researching the company and its service operations. Understand their challenges and think about how your experience can help them improve. Tailor your answers to show you’re the perfect fit for their needs.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you’ve led teams, managed incidents, and improved service delivery in past roles. This is your chance to shine and demonstrate your capability to drive operational performance.
✨Tip Number 4
Don’t forget to apply through our website! We want to see your application and get to know you better. Plus, it’s a great way to ensure your CV lands directly in the right hands.
We think you need these skills to ace Service Operations Manager in Preston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Operations Manager. Highlight your experience in managing service operations and any relevant ITIL/ITSM knowledge. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've improved service delivery or led teams in the past. We love a good story!
Showcase Your Leadership Skills: As a Service Operations Manager, leadership is key. In your application, make sure to highlight your experience in leading teams and managing stakeholders. We want to know how you’ve driven performance and fostered a culture of continuous improvement.
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. Plus, it’s super easy!
How to prepare for a job interview at OCU Group
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL and ITSM knowledge before the interview. Be ready to discuss how you've applied these principles in past roles, especially in managing incidents and service requests. This will show that you understand the framework that underpins effective service operations.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in a fast-paced environment. Highlight specific instances where you improved service delivery or resolved major incidents. This will demonstrate your capability to lead and develop Service Desk Managers and regional technology teams effectively.
✨Familiarise Yourself with Their Tools
If you know which ITSM platforms the company uses, like ServiceNow or Jira, do some research on them. Being able to speak about your experience with these tools or similar ones will give you an edge and show that you're ready to hit the ground running.
✨Understand Their Culture of Continuous Improvement
Research the company's approach to continuous improvement and be prepared to discuss how you've implemented similar initiatives in your previous roles. Share specific strategies you've used to drive automation and enhance user experience, as this aligns perfectly with their goals.