Details
Are you a natural leader with a passion for operational excellence and team development? We’re looking for four Operations Team Leaders to guide our 24 / 7 Operations Analysts, ensuring seamless service delivery with a strong focus on IBMi systems. This is a new role where you’ll be the driving force behind shift performance, service quality, and continuous improvement.
At Service Express, our Operations Team Leaders are at the heart of our 24 / 7 Command Centre in Bedford, making sure our systems run smoothly, our teams are supported, and our customers receive exceptional support. If you have proven leadership experience in a technical environment—especially with iSeries or Intel platforms—you’ll thrive here. We offer structured development, exposure to a wide range of technologies, and a collaborative team culture where your leadership makes a real impact. This isn’t just another shift‑based role—it’s a platform to lead, innovate, and grow.
What You’ll Be Doing :
* Lead, mentor, and inspire a team of Operations Analysts
* Build strong relationships across the business and invest in training and upskilling your team to ensure continuous growth and capability development
* Oversee daily operations, ensuring efficient incident resolution and proactive monitoring
* Act as the go‑to escalation point for complex technical and operational issues
* Maintain service excellence by meeting SLAs and driving performance improvements
* Collaborate across IT, delivery, and support teams to enhance service delivery
* Manage shift scheduling and ensure balanced workloads and development opportunities
* Drive incident management, root cause analysis, and preventive actions
* Support integration of new technologies and processes into operations.
What Makes This Opportunity Special :
* Rotating Shift Schedule (4 days on from 7am‑7pm / 4 off / 4 nights on from 7pm‑7am / 4 off) : Loved by many on the team for its predictability and generous downtime. You’ll always know your rotation a year in advance, which means you could book 4 days of holiday along with your 4 days not on the schedule for a total of 12 days off
* Lead with Impact : You’ll play a key role in shaping the performance and culture of a 24 / 7 operations team, directly influencing service quality and customer satisfaction
* Continuous Development : We’re committed to your growth—offering leadership development, technical training, and opportunities to expand your expertise across technologies
* Collaborative Culture : Join a supportive, people‑first environment where teamwork, trust, and open communication are at the heart of everything we do
* Visible Leadership : Your contributions won’t go unnoticed—you’ll work closely with senior leaders and cross‑functional teams, making a real difference every day.
You’ll Thrive in This Role If You Have :
* Proven Leadership : Demonstrated experience leading technical teams in a 24 / 7 support environment, with a focus on coaching, mentoring, and performance management
* Strategic Thinking : A results‑driven mindset with the ability to set ambitious goals, prioritize effectively, and align team efforts with broader business objectives
* Technical Acumen : Familiarity with IBMi (iSeries) and / or Intel platforms, along with a solid understanding of ITSM / ITIL practices
* Strong Communication : Ability to engage confidently with both technical and non‑technical stakeholders, building trust and fostering collaboration across teams
* Data‑Driven Decision Making : Skilled in analyzing operational metrics to identify trends, drive improvements, and support innovation
* Adaptability : Comfortable navigating change and evolving business needs, including out‑of‑hours responsibilities
* People‑First Leadership : Background in building strong relationships, investing in team development, and creating an environment where individuals feel valued and empowered
* Integrity & Accountability : Known for leading by example with honesty, transparency, and a commitment to continuous self‑development
What You’ll Get from Us
* £46,000–£56,000 (which consists of £40,000–£50,000 basic depending on experience + £6,000 shift allowance)
* 24.5 days holiday + the option to buy more
* Paid volunteer hours to support causes you care about
* Private medical insurance, life assurance & wellbeing resources
* Free onsite parking
* A fun, fast‑paced workplace where you’re encouraged to grow and explore
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