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Role: Service Operations Manager
Location: Leeds/hybrid – 2-3 days per week working from our Leeds HQ
Salary: Competitive salary plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: Mon-Fri 37.5 hours per week, core hours being 9:30 to 16:30
Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.6 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.
Role: Service Operations Manager
Location: Leeds/hybrid – 2-3 days per week working from our Leeds HQ
Salary: Competitive salary plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: Mon-Fri 37.5 hours per week, core hours being 9:30 to 16:30
Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.6 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.
The Service Operations Manager is responsible for leading and maturing the Technology Operations function at Pharmacy2U. This role brings together Service Desk and Infrastructure/Cloud Engineering into a cohesive, outcome-driven operation focused on service excellence, platform stability, and scalable technology foundations.
You will drive day-to-day IT operations, own the service lifecycle from request to resolution, and partner with cyber, product, and delivery functions to ensure platforms are performant, monitored, and secure. The role will focus on ITIL process maturity, measurable service improvements, infrastructure availability, and team development.
What’s in it for you?
Occupational sick pay
Enhanced maternity and paternity pay
Contributory pension
Discounted insurance (Aviva)
Employee discount site
Discounted gyms (via our blue light card and benefits schemes)
Employee assistance programme
In-house mental health support
Free onsite parking
Health and wellbeing initiatives
Social events throughout the year
Cycle to work scheme
Green car scheme*(subject to minimum earnings)
Registration fees paid (GPhC, NMC, CIPD etc)
Long service bonus
Refer a friend bonus
Blue light card
Hybrid working
Commitment to CPD/training
25 days annual leave increasing with service
Annual leave buy and sell scheme
Discounts & Exclusive offers at The Springs, Leeds
25% Discount & health & beauty purchases
25% Discount on Pharmacy2U Private Online Doctor Services
What you’ll be doing?
Service & Platform Operations
* Own end-to-end IT operations performance across service desk, incident, request, Change, Problem and infrastructure, and monitoring functions.
* Lead, coach, and develop Service Desk and Cloud Engineering teams with clear objectives, coverage plans, and escalation routines.
* Define and track service KPIs (e.g. MTTR, CSAT, uptime, recurring incidents, backlog), ensuring visibility and continuous improvement.
Infrastructure & Cloud Reliability
* Oversee operational support of the Azure cloud platform, on-premise environments, and site connectivity.
* Ensure infrastructure patching, backup, DR, access control, and monitoring procedures are followed and auditable.
* Champion proactive maintenance, platform health reviews, and reduction of tech debt and legacy systems.
Service Management & ITSM Framework
* Lead the embedding of core ITIL practices across the function, including incident, problem, change, and asset/configuration management.
* Mature tooling use (e.g. Jira Service Management) with automations, workflows, dashboards, and real-time reporting.
Incident Response & Operational Resilience
* Act as operational lead for major incidents, ensuring effective coordination, communication, and root cause analysis.
* Establish and run “hypercare” and operational readiness checks for new system go-lives or changes with service impact.
People & Capability Leadership
* Build and maintain a high-performing, collaborative and accountable operational team.
* Define training and development pathways, mentoring plans, and succession pipeline across both Service Desk and Cloud Engineers.
Cross-Functional Collaboration
* Partner with Cyber Security, Product, Delivery, and Architecture teams to ensure operational alignment with strategic initiatives (e.g. Scalability, Padlock, Network Redesign).
* Represent Technology Operations in governance forums, audits, and vendor performance reviews.
Who are we looking for?
* Demonstrated ability to lead and develop multidisciplinary technical teams (Service Desk, Infra, Cloud).
* Strong understanding of Azure platform services, networking, monitoring, and security operations.
* Solid knowledge of ITIL principles and experience maturing ITSM processes and tooling.
* Excellent stakeholder engagement, written reporting, and crisis management skills.
* Proven experience in IT Operations or Service Management leadership roles, ideally in complex, multi-site or regulated environments.
* Track record of driving service improvement initiatives using data and root cause insight.
* Exposure to delivery environments supporting DevOps, CI/CD, and agile/iterative change.
* Experience in healthcare, e-commerce, or critical logistics/fulfilment environments (desirable)
* ITIL v4 Foundation or Practitioner certification (desirable)
* Microsoft Azure Associate/Expert or relevant infrastructure certifications (desirable)
What happens next?
Please click apply and if we think you are a good match, we will be in touch to arrange an interview.
Applicants must prove they have the right to live in the UK.
All successful applicants will be required to undergo a DBS check.
Unsolicited agency applications will be treated as a gift.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Pharmaceutical Manufacturing
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