Operations Manager

Job Title: Operations Manager

Location: Canary Wharf, London

Salary: £80,000 – £85,000 per annum

Contract Type: Full-Time, Permanent

About the Role:

We are seeking a highly experienced and dynamicOperations Manager to oversee the delivery and performance of key managed services contracts within our telecommunications and infrastructure division. This role is based in Canary Wharf,supporting high-profile clients and managing a large team of professionals delivering mission-critical services.

Key Responsibilities:

• Lead the end-to-end service delivery of complex Managed Services contracts, ensuring performance, cost-efficiency, and client satisfaction.
• Manage and coordinate large support teams (40+ personnel), ensuring high service standards and operational excellence.
• Drive continuous improvement in service processes, delivery KPIs, and customer engagement.
• Oversee the implementation and lifecycle of voice and data telecommunications cabling infrastructure projects.
• Ensure compliance with structured cabling standards and best practices, including FTP, UTP, and Optical Fibre.
• Manage large-scale asset management and ITSM ticketing systems, ensuring data accuracy, usage, and performance tracking.
• Collaborate closely with clients, internal stakeholders, and third-party vendors to ensure seamless project execution and service continuity.
• Provide leadership across recruitment, onboarding, training, mentoring, and performance management of staff.
• Approve and sign off on training modules and support the development of new training material as needed.
• Lead and supervise special projects from initial design to final handover, ensuring all project milestones are met.
• Manage change control and configuration processes across the service environment.

Essential Skills & Experience:

• Extensive experience in a Service Delivery or Project Management environment within the telecoms or IT infrastructure sector.
• Proven background in a senior management capacity, ideally with multimillion-pound managed services contracts.
• Strong technical knowledge of Telecommunications Cabling Infrastructure, both in technical design and service delivery.
• Expertise in structured cabling standards and cable types (FTP, UTP, Optical Fibre).
• Proficient in MS Office Suite (Excel, Word, Outlook, etc.).
• Demonstrated success in managing large teams and complex client accounts.
• Experience with Asset Management Systems and ITSM Ticketing Systems.
• Strong leadership, mentoring, and people management skills.
• Ability to manage third-party vendors and outsourced service providers effectively.
• Comfortable with multitasking, prioritizing workloads, and delivering under pressure.
• Detail-oriented with excellent organizational and communication skills.

Preferred Qualifications:

• ITIL Foundation or other relevant service management certifications.
• Prince2 or equivalent Project Management qualification (desirable).