Manager of IT Service Ops & Customer

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Manager Of IT Service, Operations & Customer

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

• We offer a competitive salary, depending on experience (up to £100,000)
• Annual incentive related bonus (up to 15% of annual salary)
• Private health care (Self and partner, if applicable)
• Attractive pension scheme (up to 12% company contribution)
• Life assurance cover of 4 times pensionable salary
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Location: Buttershaw/ Hybrid Working (1-2 days in the office a week – Bradford)

Work type: Permanent. 37 hours per week, Monday – Friday.

We have an exciting opportunity for a Manager Of IT Service to join the Tec IT Operations the team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. The Tec IT Operations team are a key part of how we plan to meet the changing expectations of customers and regulators.

We’re looking for an experienced IT Service Operations Manager to lead our 1st Line Service Desk and 2nd Line Client Support teams. You’ll be responsible for delivering high-quality support across the business—whether colleagues are in the office, remote, or in the field.

Where you fit in:

As our Manager of IT Service you will:

• Lead and develop the Service Desk and Client Support teams, ensuring effective triage, resolution, and device support.
• Define and implement IT service strategies using ITIL best practices.
• Own and manage service processes (Incident, Change, Problem, Transition) and ensure SLA/KPI reporting.
• Oversee on-call rotas, IT moves, meeting room tech, and device lifecycle management.
• Manage third-party suppliers, ensuring performance and continuous improvement.
• Control departmental budgets and drive cost-effective service delivery.
• Identify and mitigate operational risks in line with internal risk frameworks.
• Contribute to TEC’s strategic roadmap, including new tech and tooling.
• Recruit, train, and develop team talent, addressing skills gaps and performance.
• Implement and maintain service policies, standards, and governance.
• Ensure robust user access controls for starters, movers, and leavers.
• Collaborate with senior leaders and stakeholders to drive service improvements.
• Lead on major incident management, business continuity, and disaster recovery planning.
• Support sourcing and vendor selection for relevant services and technologies.

What skills & qualifications you will need:

• Proven experience establishing successful IT Service functions in other organisations.
• ITIL v3 or v4 Foundation certification (higher-level qualifications in Service Operations, Design, or Transition are a plus).
• Solid understanding of project and delivery methodologies such as PMI, PRINCE2, APM, and Agile.
• Extensive background in Service Management or IT Operations within enterprise environments.
• Strong financial management skills, including budget control and cost optimisation.
• In-depth knowledge of leading ITSM tools and platforms.
• Excellent stakeholder engagement and relationship management.
• Clear, confident communicator with strong interpersonal skills.

You will also benefit from having:

• Familiarity with the utilities sector and its operational landscape.
• Hands-on experience with digital transformation and cloud-based technologies.

Although we operate 24 hours a day, 365 days a year, it’s important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy!

Do we sound like your cup of tea?

If you’ve got experience in IT Service Operations and want to help us deliver great service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

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