At a Glance
- Tasks: Lead and optimise Service Desk operations for top-notch customer experiences.
- Company: Dynamic organisation focused on innovative managed services.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Join a forward-thinking team with opportunities for personal and professional development.
- Why this job: Shape the future of service delivery while driving efficiency and innovation.
- Qualifications: 3+ years in Service Desk management and strong leadership skills.
The predicted salary is between 45000 - 55000 £ per year.
In this Service Operations Manager role, you will lead the performance of the Service Desk and live managed services to ensure a consistent, high-quality customer experience. You’ll drive improvements across people, processes, technology and automation while partnering with customers and senior stakeholders. The role combines people leadership, process optimization, and data-driven service delivery at scale. You will help shape the next phase of the organization’s managed services by increasing efficiency and proactive support.
Responsibilities
- Lead and develop Service Desk and Managed Services teams
- Manage Service Desk Team Leaders and operational leads
- Own SLAs, KPIs, queue management, escalations and backlog
- Lead major incident management and post-incident reviews
- Maintain and improve ITIL-aligned service management processes
- Plan capacity, resources and rotas based on demand
- Produce operational reporting for senior leadership
- Support onboarding of new customers into live support
- Own customer satisfaction and service improvement plans
- Provide performance insights during service reviews with customers
- Reduce repeat incidents via problem management, knowledge sharing and self-service
- Identify opportunities to improve efficiency through automation and AI
- Support proactive, data-driven managed services development
- Manage suppliers and third-party relationships
- Coach and develop team members through objectives and 1-to-1s
Key requirements
- 3+ years managing a Service Desk or IT Service Operations
- Experience in MSP or Managed Services preferred
- Strong people leadership experience (Team Leaders or Supervisors)
- Experience managing SLAs, KPIs, escalations, backlogs and service performance
- Solid ITIL principles and IT Service Management knowledge
- Experience with ITSM/PSA platforms; ConnectWise advantageous
- Technical understanding of Microsoft 365, Windows and Azure for escalations
- Strong customer and stakeholder management skills
- Data-driven approach to service performance and continuous improvement
- Experience with device lifecycle management and IT support automation or AI would be useful
Service Operations Manager employer: YourCode Recruitment
Join a dynamic and innovative technology-led service business in Leeds, where you will play a pivotal role in transforming the finance function. With a hybrid working model, competitive salary, and a culture that values process improvement and operational excellence, this is an excellent opportunity for professional growth and influence in a fast-paced environment. Embrace the chance to work closely with senior leadership and make a tangible impact on the company's financial operations.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what YourCode Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges YourCode Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at YourCode Recruitment!
✨Direct Apply to YourCode Recruitment
Let's not forget to apply directly through the YourCode Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Operations Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at YourCode Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at YourCode Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at YourCode Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
