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For Companies At a Glance
- Tasks: Lead daily operations of the service desk and manage critical incidents.
- Company: Join a dynamic Datacentre client in East London, focused on innovation.
- Benefits: Enjoy a collaborative work culture with opportunities for continuous improvement.
- Why this job: Be part of a 24x7 team that values leadership and customer satisfaction.
- Qualifications: Experience in IT service desk management and knowledge of ITIL processes required.
- Other info: Ideal for those who thrive in high-pressure environments and love problem-solving.
The predicted salary is between 42000 - 84000 £ per year.
Job Description
Radius is recruiting for a talented and experienced Service Operations Manager for our Datacentre client based in East London.
Assist the Senior Service Operations Manager in delivering the strategy for the 24×7 Service Operations function, supporting strategic initiatives and embedding a culture of continuous improvement through the function.
Oversee the day-to-day operations of the service desk, ensuring all tickets and incidents are managed effectively and in accordance with SLAs and relevant policies and procedures.
Act as the escalation point for critical issues or incidents that require immediate attention and resolution. Ensure effective communication with relevant stakeholders within the business and customers as appropriate. Monitor and report on key performance metrics, response times, resolution times, ticket volumes, and customer satisfaction.
Incident & Problem Management:
Maintain ongoing ownership of all incidents and facilitate the communication of incident updates to customers provided by the support teams.
Ensure the prompt resolution of incidents, minimizing service disruption and downtime within the data centre.
Qualifications:
- Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.
- Strong knowledge of IT service management frameworks, such as ITIL, and experience implementing ITIL processes.
- Experience managing a 24×7 service desk or support team in a high-pressure environment.
- Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.
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Service Operations Manager employer: ZipRecruiter
Contact Detail:
ZipRecruiter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Manager
✨Tip Number 1
Familiarize yourself with ITIL frameworks and best practices. Since the role emphasizes strong knowledge of IT service management, demonstrating your understanding of ITIL processes during the interview can set you apart.
✨Tip Number 2
Highlight your experience in managing a 24x7 service desk. Be prepared to discuss specific challenges you've faced in high-pressure environments and how you successfully navigated them.
✨Tip Number 3
Showcase your leadership skills by sharing examples of how you've motivated and developed your team in previous roles. This will demonstrate your capability to lead effectively in a dynamic environment.
✨Tip Number 4
Prepare to discuss key performance metrics that are relevant to the role. Being able to talk about how you've monitored and improved response times, resolution times, and customer satisfaction will show your analytical skills.
We think you need these skills to ace Service Operations Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Service Operations Manager position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in managing IT service desk operations, particularly in a data centre or mission-critical environment. Emphasize your knowledge of ITIL frameworks and any leadership roles you've held.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also demonstrates your understanding of the company's needs. Mention specific examples of how you've successfully managed incidents and improved service delivery in previous roles.
Highlight Key Metrics: In your application, include specific metrics or achievements from your past roles that showcase your ability to monitor and report on performance metrics, such as response times and customer satisfaction. This will help illustrate your impact in previous positions.
How to prepare for a job interview at ZipRecruiter
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL frameworks during the interview. Discuss specific processes you've implemented in previous roles and how they improved service delivery.
✨Demonstrate Leadership Skills
Prepare examples that showcase your leadership and team management abilities. Talk about how you've motivated and developed your team in high-pressure situations, as this is crucial for the role.
✨Discuss Incident Management Experience
Be ready to discuss your experience with incident and problem management. Share specific instances where you successfully resolved critical issues and minimized downtime in a data centre environment.
✨Emphasize Communication Skills
Effective communication is key in this role. Prepare to explain how you've maintained clear communication with stakeholders and customers during incidents, ensuring everyone is informed and satisfied.
