Operations & Service Delivery Manager
Location: Melksham, Wiltshire (Hybrid )
Type: Full-time
At Periculo, we simplify compliance and cybersecurity for digital health and MedTech innovators. We're growing fast – and we need an Operations & Service Delivery Manager to help us scale.
This is a process-driven role at the heart of our operations. You'll be responsible for managing the systems and workflows that keep projects moving, ensuring our customers are supported, and that we consistently deliver to the highest standard.
What you'll be doing
* Service Desk Ownership – implement, optimise, and manage our Jira Service Desk to track and deliver all project work.
* Ticket & SLA Management – oversee triage, assignment, priority, and SLA monitoring, ensuring projects run smoothly.
* Performance Oversight – monitor dashboards and liaise with team leads to balance resources and capacity.
* Customer Support – act as a point of contact for clients, raising tickets internally and updating them on progress (around 30% of your time).
* Escalation Management – flag tickets nearing SLA breach and escalate via team leaders or department heads.
* Commercial Insight – work closely with the Commercial Director, feeding back on opportunities for contract expansion.
* Service Coordination – collaborate with other departments to schedule services such as penetration testing and security audits.
* Quality Management – support our QMS in line with ISO9001 standards (training provided).
What we're looking for
* Experience in service desk or operations management (ideally with Jira Service Desk or similar).
* Strong organisational skills with a knack for process optimisation.
* Comfortable communicating with both clients and internal teams.
* Proactive mindset – you spot issues before they become problems.
* Familiarity with ISO9001 or other quality systems is an advantage (training provided).
Success in this role means:
* Customers consistently rating us Green (RAG) for satisfaction.
* Projects hitting their SLAs with minimal escalations.
* Smooth coordination across departments with the right capacity at the right time.
Why join Periculo?
We're a CREST-accredited cybersecurity partner specialising in MedTech and digital health. You'll be joining a fast-growing team working with enterprise-level clients and cutting-edge medical technology. We're small enough for you to make a big impact, but big enough to give you exciting challenges.
Work Environment:
* Hybrid working with minimum 3 days per week in the Melksham office.
* Comfortable office environment with pool table, ping pong table and shower.
* Onsite gym & access to recovery suite including sauna and ice bath.
* Additional days leave for birthday.
* From time to time there might be a need to travel to customers' premises.
Job Type: Full-time
Pay: £35,000.00-£45,000.00 per year
Benefits:
* Additional leave
* Company pension
* Enhanced paternity leave
* Free parking
* Health & wellbeing programme
* On-site gym
* Work from home
Application question(s):
* Are you able to commit to 3 days per week minimum on-site at the office in Melksham?
Work Location: In person