Service Operations Manager

Overview

In this senior role you will own day-to-day service performance across the Service Desk and live managed services for an Leeds-based MSP. You’ll lead Service Desk and operational teams, drive SLA/KPI delivery, and optimise ITIL-aligned processes. You’ll shape service improvement, automation, and proactive data-driven delivery while managing cross-functional stakeholders. This is an opportunity to influence how managed services are delivered and to scale service excellence through people, processes, and technology.

Responsibilities

• Lead the performance and development of Service Desk and Managed Services teams
• Manage Service Desk Team Leaders and other operational leads
• Own SLAs, KPIs, queue management, escalations and backlog performance
• Lead major incident management including post-incident reviews
• Maintain and improve ITIL-aligned service management processes
• Plan team capacity, resources and rotas around customer demand
• Monitor service performance and provide operational reporting to senior leadership
• Support onboarding and transition of new customers into live support
• Own and improve customer satisfaction and service improvement plans
• Work with customers during service reviews and provide performance insights
• Reduce repeat incidents through problem management, knowledge sharing and self-service
• Identify opportunities to improve efficiency through automation and AI
• Support development of proactive and data-driven managed services
• Manage relevant suppliers and third-party relationships
• Coach and develop team members through objectives, 1-to-1s and career development

Key requirements

• 3+ years’ experience managing a Service Desk or IT Service Operations
• Previous MSP or Managed Services experience preferred
• Strong people leadership experience (Team Leaders/Supervisors)
• Experience managing SLAs, KPIs, escalations, backlogs and service performance
• Good knowledge of ITIL principles and IT Service Management
• Experience with ITSM/PSA platforms – ConnectWise advantageous
• Sufficient 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, Microsoft Intune, Autopilot, service automation or AI within IT support would be useful

• leadership
• stakeholder management
• communication
• ITIL
• ITSM/PSA platforms
• ConnectWise

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