Head of Service Operations

Overview

As Head of Service Operations at Softcat, you will lead the Service Operations function and build the Unified Service Desk from the ground up. You’ll establish a flow-focused, evidence-based operating model that spans towers, partners and locations, with clear ownership and risk-based prioritisation. You’ll own incident, problem, change and major incident management practices to ensure consistent service delivery for multiple customers. This role combines strategic setup with hands-on governance, delivering a scalable control plane and strong stakeholder communications.

Pay / Benefits

• hybrid working
• flexible hours
• school pick up flexibility
• autonomy to realise potential
• supportive and diverse team culture
• focus on work-life balance

Responsibilities

• Lead the Service Operations function and build the coordination team from a standing start
• Own the operational control model for live services
• Lead the Unified Service Desk, including service levels, workforce planning and handoffs to technical teams
• Own incident, problem, change and major incident management across live services
• Establish a cross-tower, cross-location control plane and operating standard
• Define prioritisation rules and ensure consistent application across teams
• Reprioritise engineering backlogs based on customer impact, risk and aging, with evidence-backed positions to tower leadership

Key requirements

• Extensive senior operational leadership experience in live service delivery, managed services or IT service provider environment
• Experience owning operational control across a multi-tower, multi-team or multi-partner estate
• Strong major incident command experience and stakeholder communications
• Track record of building a function or operating model from standing start or running an existing one
• Ability to set decision rights, operating rhythms and quality standards in a busy environment

• collaborative mindset
• ability to influence senior stakeholders
• data-driven decision making
• incident management
• problem management
• change management

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