Harvey Nash is now inviting candidates to apply for the role of Service Operations Lead.
Inside of IR35
£550 - £650
Havant, hybrid working
Initial 6 months
Provide operational oversight and assurance across day-to-day (BAU) IT services, with a primary focus on maintaining stability during our client's transition to a new outsourced service provider.
Key Responsibilities:
BAU Operations Support (Incident / Problem / Change)
MSP Transition & Early Life Support
Monitoring & Reporting
Major Incident Management & Communications
Stakeholder Management
Skills and Experience
Proven experience supporting IT operations in an outsourced / managed service environment, working closely with a Service Operations Manager and supplier teams.
Strong hands-on experience of ITSM/ITIL practices, especially Incident, Major Incident, Problem and Change Management in a live BAU environment.
Experience working with Service Desk operations (triage, routing, escalation, communications) and understanding how Service Desk performance impacts end-to-end service outcomes.
Strong operational experience in Incident, Major Incident, Problem and Change Management, including leadership of major incidents, facilitation of PIRs, root cause analysis, and implementation of preventive actions.
Working knowledge of ITSM tooling (e.g., ServiceNow) and operational reporting (ticket hygiene, backlogs, trends, MI packs).
Excellent stakeholder management and communication skills, including experience engaging senior leaders, operations teams, and supplier management.
Strong analytical skills with the ability to use management information to prioritise, drive decisions, and measure improvement.
Comfortable working in high-pressure operational situations, supporting incident commanders and escalating appropriately through the Service Operations Manager.
Please submit your CV for consideration.
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