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- Tasks: Lead the daily operations of an IT service desk and enhance service delivery.
- Company: Dynamic managed services provider in Sheffield with a collaborative culture.
- Benefits: Competitive salary, personal development opportunities, and modern office facilities.
- Why this job: Make a real impact by improving service operations and leading a supportive team.
- Qualifications: Experience in MSP environments and strong leadership skills.
- Other info: Enjoy free parking, regular team events, and a stable, full-time role.
Location: Sheffield
Salary: £40,000 to £50,000 depending on experience
Contract: Full-time, permanent
Hours: Monday to Friday
If you enjoy running the day to day operation of an IT service function and keeping things moving in a busy MSP environment, this could be a great fit. We are supporting a growing managed services provider in Sheffield who are looking for a Service Operations Manager to take ownership of how their service function performs. You'll be the person who keeps the service desk working effectively, ensures operational standards are met, and acts as a steady point of contact for both the team and customers. This is a hands-on operational role, not a distant management position. You'll be involved in the detail day to day, while also improving how the service runs, guiding the team, and supporting escalations. If you like the mix of overseeing people, process and customer experience, this will suit you.
What you'll be doing:
- Operational leadership: Overseeing the daily running of the service desk and wider service operation. Making sure SLAs, KPIs and quality standards are consistently met. Coordinating workload, prioritising tickets and ensuring efficient workflow. Reviewing processes and implementing improvements to enhance service delivery. Monitoring trends, identifying recurring issues and recommending fixes. Supporting colleagues across technical teams, projects and management.
- Team leadership: Managing service desk staff including holidays, absence, timesheets and performance. Holding regular one to ones and development conversations. Coaching engineers on technical approach, communication and customer handling. Supporting recruitment and helping new team members settle into the role. Creating a positive team culture built on support, communication and accountability.
- Customer experience and escalation handling: Acting as the escalation point for service issues that need management involvement. Keeping customers informed, reassured and updated during major incidents. Making sure customers receive a consistent, high quality service. Maintaining calm and clarity when dealing with time sensitive issues.
What we're looking for:
- Experience in an MSP or IT managed services environment.
- Strong understanding of how a service desk operates day to day.
- Proven ability to lead people, manage performance and drive improvement.
- Comfortable owning SLAs, KPIs and service reporting.
- Able to analyse operational data and make informed decisions.
- Confident communicating with customers at all levels.
- Calm under pressure with a structured, organised approach.
- Someone who enjoys accountability and taking ownership of outcomes.
You do not need to know everything technically, but you must understand how technical teams work, how to keep service flowing and how to support customers and engineers effectively.
What's in it for you:
- Salary between £40,000 and £50,000 depending on experience.
- Full-time, permanent role with long-term stability.
- Strong investment in personal development and training.
- Support from senior leadership and the wider technical teams.
- A collaborative working environment where your input will influence how the service operates.
- Free parking and modern office facilities.
- Regular team meetings and social events.
How to apply:
If this sounds like the right next step in your career, we would love to hear from you. Apply with your CV or get in touch for a confidential chat. We respond to all applicants. If you are shortlisted, we will contact you before sharing your details with the client.
Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy. We are an Equal Opportunities Employer.
Service Operations Manager in Sheffield employer: Verus Recruitment
Contact Detail:
Verus Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager in Sheffield
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local meetups, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Operations Manager role.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, and think about how your experience aligns with their needs. Be ready to discuss specific examples of how you've improved service delivery or led teams in the past.
✨Tip Number 3
Show off your soft skills! As a Service Operations Manager, you'll need to communicate effectively and manage a team. Highlight your leadership style and how you handle customer interactions during interviews to make a lasting impression.
✨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, we love hearing from passionate candidates who are eager to take ownership of their roles.
We think you need these skills to ace Service Operations Manager in Sheffield
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 MSP environments and any relevant achievements that showcase your operational leadership skills.
Showcase Your People Skills: Since this role involves team leadership, don’t forget to mention your experience managing teams. Share examples of how you've coached staff or improved team culture, as this will resonate with us.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points for key achievements and ensure your language is professional yet approachable. We want to see your personality shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing candidates take the initiative!
How to prepare for a job interview at Verus Recruitment
✨Know Your Service Operations Inside Out
Before the interview, make sure you understand the day-to-day operations of a service desk. Brush up on SLAs, KPIs, and how to manage performance effectively. Being able to discuss these topics confidently will show that you're ready to take ownership of the service function.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you managed performance, coached team members, or improved processes. This will demonstrate your ability to create a positive team culture and drive improvement.
✨Be Ready for Customer Scenarios
Since customer experience is key, think of times when you've handled escalations or resolved customer issues. Be prepared to discuss how you kept customers informed during major incidents and maintained calm under pressure. This will highlight your communication skills and customer focus.
✨Understand the Technical Side
While you don't need to be a technical expert, having a solid understanding of how technical teams operate is crucial. Familiarise yourself with common technical challenges and how they impact service delivery. This knowledge will help you support both customers and engineers effectively.
