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 environment 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 leadership skills.
The predicted salary is between 60000 - 80000 € 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 employer: OCU Group
Join a dynamic and innovative team in Preston as a Service Operations Manager, where you will lead a global IT service operations function that supports around 6,000 users. Our company fosters a culture of continuous improvement and offers ample opportunities for professional growth, alongside a commitment to high-quality service delivery. With a focus on collaboration and operational excellence, we provide a supportive work environment that empowers you to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Manager
✨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. This shows you’re not just looking for any job, but that you’re genuinely interested in making a difference.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you’ve managed teams, handled major incidents, or improved service delivery. We want to hear about your successes and how you can bring that expertise to the table.
✨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, it shows you’re serious about joining our team and contributing to our ambitious plans for service operations.
We think you need these skills to ace Service Operations Manager
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 tell us why you're the perfect fit for this fast-paced leadership role. Share specific examples of how you've improved service delivery or led teams in the past.
Showcase Your Achievements:Don’t just list your responsibilities; show us what you’ve achieved! Use metrics where possible to demonstrate your impact on service performance, user experience, or operational efficiency. Numbers speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it. Plus, it shows you’re keen to join our team at StudySmarter!
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 changes. This will show that you understand the framework that underpins service operations.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in a fast-paced environment. Think about specific situations where you improved service delivery or resolved major incidents. Highlighting your leadership style and how you motivate your team can really set you apart.
✨Familiarise Yourself with Service Metrics
Get comfortable discussing SLAs, XLAs, and service performance metrics. Be ready to explain how you've used these metrics to drive improvements in user experience and operational performance. This shows that you're results-oriented and data-driven.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills. Think through potential major incident scenarios and how you would manage them, including stakeholder communication and escalation processes. This will demonstrate your ability to think on your feet and handle pressure.
