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:
1. Lead, mentor, and inspire a team of Operations Analysts
2. Build strong relationships across the business and invest in training and upskilling your team to ensure continuous growth and capability development
3. Oversee daily operations, ensuring efficient incident resolution and proactive monitoring
4. Act as the go-to escalation point for complex technical and operational issues
5. Maintain service excellence by meeting SLAs and driving performance improvements
6. Collaborate across IT, delivery, and support teams to enhance service delivery
7. Manage shift scheduling and ensure balanced workloads and development opportunities
8. Drive incident management, root cause analysis, and preventive actions
9. Support integration of new technologies and processes into operations.
What Makes This Opportunity Special:
10. 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
11. 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
12. Continuous Development: We’re committed to your growth—offering leadership development, technical training, and opportunities to expand your expertise across technologies
13. Collaborative Culture: Join a supportive, people-first environment where teamwork, trust, and open communication are at the heart of everything we do
14. 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:
15. Proven Leadership: Demonstrated experience leading technical teams in a 24/7 support environment, with a focus on coaching, mentoring, and performance management
16. Strategic Thinking: A results-driven mindset with the ability to set ambitious goals, prioritize effectively, and align team efforts with broader business objectives
17. Technical Acumen: Familiarity with IBMi (iSeries) and/ or Intel platforms, along with a solid understanding of ITSM/ITIL practices
18. Strong Communication: Ability to engage confidently with both technical and non-technical stakeholders, building trust and fostering collaboration across teams
19. Data-Driven Decision Making: Skilled in analyzing operational metrics to identify trends, drive improvements, and support innovation
20. Adaptability: Comfortable navigating change and evolving business needs, including out-of-hours responsibilities
21. People-First Leadership: Background in building strong relationships, investing in team development, and creating an environment where individuals feel valued and empowered
22. Integrity & Accountability: Known for leading by example with honesty, transparency, and a commitment to continuous self-development
What You’ll Get from Us
23. £46,000–£56,000 (which consists of £40,000–£50,000 basic depending on experience + £6,000 shift allowance)
24. 24.5 days holiday + the option to buy more
25. Paid volunteer hours to support causes you care about
26. Private medical insurance, life assurance & wellbeing resources
27. Free onsite parking
28. A fun, fast-paced workplace where you’re encouraged to grow and explore
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