Service Operations Manager – 2nd Line / Applications

Overview

Lead a high-performing 2nd line and applications support team within a fast-paced public sector environment. You will oversee a large portfolio of applications, ensuring availability, security and timely incident resolution while driving continuous improvement. You’ll collaborate with internal teams, customers and suppliers to deliver reliable IT services and implement service improvements. This role combines people leadership with hands-on problem solving, shaping how BT supports police services and public sector customers.

Pay / Benefits

• 10% on target annual bonus
• Online private GP 24/7 for you and your immediate family
• Carers leave up to 2 weeks
• 18 weeks full pay and 8 weeks half pay maternity/paternity/adoption leave
• Pension scheme – 5% employee + 10% employer
• Holiday purchase scheme

Responsibilities

• Lead and develop the 2nd Line and Applications Support team to deliver excellent service and ITIL-aligned processes
• Oversee a large portfolio of applications, ensuring availability, security and support for 500+ customer applications
• Drive investigation, escalation and resolution of complex incidents with SLA compliance and root cause analysis
• Act as technical escalation point for end user, application and infrastructure issues in collaboration with stakeholders
• Champion service improvement, security and operational excellence through process enhancement and technology upgrades

Key requirements

• Proven experience leading IT support or application management teams
• Strong ITIL knowledge including incident management and service delivery
• Excellent stakeholder management and ability to influence at senior levels
• Technical expertise in application lifecycle management, change and release management, troubleshooting
• Ability to prioritise, make decisions and deliver outcomes in fast-paced environments

• Stakeholder engagement
• Communication and influencing at senior levels
• Collaboration across cross-functional teams
• Application lifecycle management
• Change and release management
• Troubleshooting and incident resolution

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