Operations Manager

Overview

In this onsite Operations Manager role, you will lead the delivery of high-quality onsite and field IT services across a defined region, ensuring adherence to SLAs and KPIs. You will coach Team Leaders, foster strong customer and stakeholder relationships, and use data to drive service improvements and efficiency. The position centers on owning escalations, coordinating regional changes, and maintaining compliant, well-supported teams on customer sites. You’ll work closely with cross-functional teams to deliver reliable operations and a strong customer experience, in a collaborative, performance-driven environment.

Responsibilities

• Lead the delivery of onsite and field services, meeting SLAs, KPIs and customer expectations
• Coach and develop Team Leaders to strengthen leadership and outcomes
• Build trusted relationships with customers, partners and internal stakeholders for performance and escalations
• Use data and local insights to improve service quality, efficiency and customer satisfaction
• Own escalations and operational issues, coordinating the right people to resolve them
• Support regional change activity and communicate risks and impacts clearly
• Oversee resource planning, performance management, engagement, wellbeing and compliance
• Share knowledge and best practices across teams and services

Key requirements

• Strong leadership and people management experience, including managing managers or team leaders
• Background in IT operations, managed services or field service delivery in enterprise IT environments
• Experience delivering to SLAs and KPIs with a track record of improving service performance and customer experience
• Excellent stakeholder management skills in a matrix environment
• Strong organisational skills, prioritisation, decision-making and escalation management
• Experience using reporting, data and insight to drive improvements
• Good knowledge of ITIL principles and strong Microsoft Office/reporting tool skills
• Clear English communication and willingness to travel regularly across sites within the region

• leadership
• stakeholder management
• clear communication
• ITIL principles
• Microsoft Office
• data-driven reporting

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