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- Tasks: Manage critical incidents and ensure customer satisfaction through effective communication and coordination.
- Company: Join a leading tech firm delivering high-touch support to major clients in London.
- Benefits: Enjoy a competitive pay rate of £450 per day and the opportunity to work with top-tier clients.
- Why this job: This role offers a chance to enhance your skills in a dynamic, high-pressure environment while making a real impact.
- Qualifications: Must have active DV Clearance and experience in incident management or technical operations.
- Other info: Ideal for those who thrive under pressure and enjoy engaging with senior stakeholders.
The predicted salary is between 90000 - 126000 £ per year.
Location: London
Contact length: 6 months
Pay rate: £450.00 per day
Overview: We are seeking a DV Cleared professional to support the delivery of High Touch Technical Support (HTTS) services to major clients. In this customer-facing role, you will ensure critical incidents are managed effectively, proactively drive resolution efforts, and maintain clear, empathetic communication with clients throughout the lifecycle of each case. You will play a key role in ensuring customer satisfaction by managing escalations, coordinating internal and external resources, and producing regular operational reports and analysis. This is a high-visibility role, ideally suited for someone with incident management experience, strong communication skills, and the ability to work under pressure in complex environments.
Key Responsibilities:
- Provide high-level operational support for High Touch Technical Support (HTTS) programs with large or strategic accounts.
- Monitor and manage technical support requests using standard tools and platforms.
- Maintain consistent customer engagement through telephone, email, and collaboration platforms (e.g., video conferencing).
- Ensure the timely follow-up and resolution of critical incidents, coordinating with Cisco teams and external stakeholders as needed.
- Collaborate with High Touch Engineers (HTEs) to perform root cause and operational analysis.
- Deliver incident tracking, trend analysis, SLA reporting, and service improvement suggestions.
- Contribute to and occasionally lead service review meetings with clients to present operational metrics and discuss ongoing service improvement initiatives.
Required skills & experience:
- DV Clearance is mandatory and must be active.
- Experience in incident management or technical operations experience in complex, client-facing environments.
- General understanding of technical processes and support systems (networking background desirable).
- Familiarity with ITIL v4 (certification preferred but not essential).
- Strong data analysis and Excel skills—comfortable turning raw data into actionable insights.
- Able to maintain composure under pressure and manage conflict effectively.
- Comfortable engaging with senior stakeholders and presenting operational updates in a clear, confident manner.
- Experience with vendor coordination and stakeholder management.
- Knowledge of Lean Six Sigma methodologies is advantageous.
Service Operations Manager employer: Randstad
Contact Detail:
Randstad Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager
✨Tip Number 1
Make sure to highlight your experience in incident management and technical operations during any networking opportunities. Engage with professionals in the field, especially those who have worked in client-facing roles, as they can provide valuable insights and potentially refer you to openings.
✨Tip Number 2
Familiarise yourself with ITIL v4 principles and Lean Six Sigma methodologies. Even if you don't have formal certification, demonstrating your understanding of these frameworks in conversations can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills, especially in high-pressure scenarios. Consider role-playing with a friend or mentor to simulate client interactions and incident management discussions, ensuring you can convey information clearly and confidently.
✨Tip Number 4
Stay updated on the latest trends in technical support and customer engagement strategies. Follow industry leaders on social media and participate in relevant online forums to enhance your knowledge and connect with potential employers.
We think you need these skills to ace Service Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident management and technical operations. Emphasise your DV Clearance status and any familiarity with ITIL v4 or Lean Six Sigma methodologies.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of High Touch Technical Support services. Share specific examples of how you've effectively managed critical incidents and maintained customer satisfaction in previous roles.
Showcase Communication Skills: Since this role requires strong communication skills, consider including examples of how you've successfully engaged with clients and stakeholders. Highlight your ability to present operational updates clearly and confidently.
Highlight Data Analysis Proficiency: Mention your data analysis skills, particularly with Excel. Provide examples of how you've turned raw data into actionable insights, as this is crucial for delivering operational reports and service improvement suggestions.
How to prepare for a job interview at Randstad
✨Showcase Your Incident Management Experience
Be prepared to discuss specific examples of how you've managed critical incidents in the past. Highlight your problem-solving skills and ability to work under pressure, as this role requires effective incident management.
✨Demonstrate Strong Communication Skills
Since this is a customer-facing role, practice articulating your thoughts clearly and empathetically. Be ready to explain how you maintain client engagement and manage escalations effectively.
✨Familiarise Yourself with Technical Processes
Brush up on your understanding of technical support systems and processes, especially if you have a networking background. Being able to discuss these topics confidently will show your suitability for the role.
✨Prepare for Data Analysis Questions
Expect questions that assess your data analysis skills. Be ready to explain how you've turned raw data into actionable insights in previous roles, particularly using Excel, as this is crucial for operational reporting.
