Service Operations Manager

Service Operations Manager – SC Cleared

We are seeking an experienced Service Operations Manager to take ownership of day-to-day service management across a complex, multi-supplier IT environment.

This is a key operational role, responsible for ensuring services are delivered effectively, consistently and to a high standard. You will work across Service Desk, End User Compute, technical teams and suppliers, driving strong service performance, governance and continuous improvement.

What you’ll be doing

• Lead daily and weekly operational governance across IT service management activities.
• Coordinate Service Desk, End User Compute, regional teams and third-party suppliers to ensure effective end-to-end service delivery.
• Monitor service health, SLA performance, operational risks and recurring issues, taking proactive action where required.
• Provide leadership and coordination during major incidents and critical service events.
• Manage the operational relationship with ServiceNow managed service providers and influence platform priorities and improvements.
• Drive improvements across automation, self-service, reporting and operational efficiency.
• Support service introduction, operational readiness, early life support and service acceptance activities.
• Maintain strong governance, audit readiness and accurate service management records.
• Identify opportunities for continual improvement across the wider service operation.

What we’re looking for

• Proven experience managing Service Operations within a large-scale, complex or multi-supplier environment.
• Strong understanding of ITIL 4 and IT service management best practice.
• Experience managing or overseeing Service Desk and End User Compute services.
• Strong ServiceNow governance, product ownership or managed service experience.
• Experience managing escalations, operational risk and major incidents.
• Excellent stakeholder management and communication skills.
• Experience working within Defence, Government or another security-regulated environment.
• Must hold active SC clearance.

Desirable experience

• SIAM, Lean, Agile or Continual Improvement experience/certification.
• Experience managing regional or global support teams.
• Service Introduction, Operational Readiness and Early Life Support experience.
• Knowledge of CMDB, Asset and Configuration Management.
• Experience delivering service improvements, automation and operational efficiencies.

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