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For Companies At a Glance
- Tasks: Lead and develop a team in delivering critical IT services for government and defence.
- Company: Join a specialist secure ICT provider with a focus on reliability and security.
- Benefits: Competitive salary, stable full-time role, and opportunities for career growth.
- Why this job: Make a real impact in high-stakes environments while shaping service operations.
- Qualifications: Experience in Service Operations and knowledge of ITIL processes required.
- Other info: Collaborative culture with a commitment to diversity and inclusion.
The predicted salary is between 36000 - 54000 ÂŁ per year.
Location: Stoke-on-Trent (Onsite - 5 days per week)
Salary: ÂŁ45,000 per annum
Clearance: Eligible for SC Clearance
About the Opportunity
Sanderson Government & Defence is proud to be partnering with a specialist secure ICT provider delivering critical services into the UK Defence, Security, and Government sectors. Our client supports highly sensitive, mission‑critical environments where service reliability and security are paramount. We are looking for a capable and driven Service Operations Manager to join their team on a full‑time onsite basis in Stoke‑on‑Trent. This role offers the opportunity to take ownership of core IT Service Management processes while leading a team within a secure and fast‑paced operational environment.
The Role
As Service Operations Manager, you will be responsible for the day‑to‑day leadership of Service Operations, ensuring the effective delivery of IT services across live environments. You will play a key role in driving best practice across Incident, Problem, and Change Management, while acting as a deputy to senior leadership.
Key Responsibilities
- Lead, mentor, and develop Service Operations team members through regular 1:1s and coaching
- Act as deputy to the Service Operations Lead, supporting operational and strategic initiatives
- Own and manage the Change Management process, ensuring all changes are assessed, approved, and delivered with minimal risk
- Coordinate customer‑driven changes, ensuring clear communication, reporting, and stakeholder engagement
- Oversee Incident and Problem Management processes, including root cause analysis and post‑incident reviews
- Analyse service performance data and KPIs to identify trends, risks, and opportunities for improvement
- Support the ongoing development of IT Service Management (ITSM) tools and processes
- Work closely with Transition teams to successfully onboard new or updated services into live operations
About You
- Proven experience in a Service Operations or ITSM leadership role
- Strong knowledge of ITIL‑aligned processes (Incident, Problem, Change Management)
- Experience managing KPIs and SLAs within a service environment
- Hands‑on experience with ITSM tools such as ServiceNow or Jira
Security Requirements
Due to the nature of this role, candidates must be eligible for UK Security Clearance (SC). This typically requires British citizenship or a minimum of five years' continuous UK residency. Please note that sponsorship is not available for this role.
Why Apply?
- Opportunity to work within secure, high‑impact Government and Defence programmes
- Join a collaborative and growing organisation
- Clear opportunity to shape and improve Service Operations processes
- Stable, full‑time onsite role with strong long‑term prospects
If you're an experienced Service Operations professional looking for your next challenge in a secure environment, apply now or contact Sanderson Government & Defence for a confidential discussion.
Reasonable Adjustments
Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.
Service Operations Manager employer: Sanderson Government & Defence
Contact Detail:
Sanderson Government & Defence Recruiting Team
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 culture. Understand their service delivery processes and think about how your experience aligns with their needs. This will help you stand out as a candidate who’s not just looking for any job, but is genuinely interested in contributing to their mission.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to ITIL processes and team leadership. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨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 a collaborative and growing organisation like ours.
We think you need these skills to ace Service Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Operations Manager role. Highlight your experience with ITIL processes and any leadership roles you've held. We want to see how your skills match 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 passionate about this role and how your background makes you a perfect fit. We love seeing genuine enthusiasm for the position.
Showcase Relevant Experience: When filling out your application, be sure to showcase your hands-on experience with ITSM tools like ServiceNow or Jira. We’re keen on seeing how you've managed KPIs and SLAs in previous roles.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Sanderson Government & Defence
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially around Incident, Problem, and Change Management. Be ready to discuss how you've applied these processes in previous roles and how they can benefit the company.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Think about specific situations where your mentoring made a difference, and be ready to share those stories during the interview.
✨Understand the Company’s Mission
Research the secure ICT provider and understand their role in the Defence and Government sectors. Being able to articulate how your experience aligns with their mission will show that you're genuinely interested in the position.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific operational challenges. Think through potential scenarios related to service delivery and be prepared to discuss your approach to problem-solving and risk management.