Job Title: Service Operations Lead Job Description We are seeking a proactive and experienced Service Operations Lead to oversee the operational delivery of IT services. This role is critical in ensuring service stability, process adherence, and continuous improvement within the ITSM frameworks. You will lead the execution of core ITIL processes, manage operational ticketing workflows, and drive governance and monitoring practices to support high-quality service delivery. Duration: 6 months initial contract IR35: Inside Location: Hybrid role, 3 days onsite. (Wycombe district, Buckinghamshire) Responsibilities Lead day-to-day service operations, ensuring timely resolution of incidents, problems, and service requests. Oversee ticketing queues and ensure consistent triage, prioritisation, and escalation practices. Coordinate with support teams to maintain service availability and performance. Implement and manage service monitoring tools and dashboards. Track and report on key operational metrics including MTTR, ticket volumes, and SLA adherence. Provide insights and recommendations based on service performance data. Define, document, and maintain ITIL-aligned processes (Incident, Problem, Change, Request). Identify opportunities for process optimisation and automation. Lead continuous improvement initiatives across service operations. Ensure operational activities align with internal governance frameworks and regulatory r...