We are seeking an experienced IT Service & Operations Lead to oversee the delivery of the IT services across the business. Based in Trafford Park, this role will be pivotal in ensuring reliable day-to-day IT support while driving continuous improvement initiatives. You will lead the service desk function, mentor junior team members, manage third-party IT service providers, and act as the escalation pointIT Service & Operations LeadLocation: Manchester, Trafford ParkSalary: £40,000Job Type: PermanentAbout the Company Our client is a well-established organisation operating across multiple sites within the manufacturing sector. Known for their commitment to quality and innovation, they have built a strong reputation in their industry and employ a large team across various locations. This is an exciting opportunity to join a forward-thinking business that values collaboration, operational excellence, and continuous improvement.About the Role We are seeking an experienced IT Service & Operations Lead to oversee the delivery of high-quality IT services across the business. Based at the company's head office in Trafford Park, this role offers a hybrid working arrangement and will be pivotal in ensuring reliable day-to-day IT support while driving continuous improvement initiatives. You will lead the service desk function, mentor junior team members, manage third-party IT service providers, and act as the escalation point for operational incidents.This is a fantastic opportunity to shape how IT services are delivered and experienced across a dynamic, multi-site manufacturing organisation.Key ResponsibilitiesOversee daily IT operations, including infrastructure, networks, end-user devices, manufacturing systems, and business applications.Act as the senior escalation point for incidents and ensure timely resolution within agreed SLAs.Define and implement service desk processes, knowledge bases, and standards to enhance efficiency.Manage vendor relationships to ensure effective resolution of escalated issues.Support compliance and security activities in line with industry standards.Lead incident management activities, including root cause analysis and post-incident reviews.Mentor and develop junior team members to foster a culture of accountability and continuous improvement.Build strong relationships with stakeholders to align IT services with business priorities.Essential Requirements To succeed in this role, you will need:Proven experience working in an IT service desk or similar function within a multi-site environment.Strong technical troubleshooting skills across user computing, M365, basic networking, infrastructure, telephony/VoIP systems, and ERP/CRM/HR applications.Demonstrated ability to manage third-party IT service providers effectively.Excellent communication skills with the ability to translate technical concepts into business language.A customer-centric mindset with a focus on delivering exceptional service.Desirable Skills & ExperienceExperience working in a manufacturing environment or hybrid project/BAU settings.Knowledge of ITIL principles or relevant certifications (e.g., ITIL, PMI, Prince2).Prior experience shaping or improving a service desk function.Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates