Salary: £33,000 - 65,000 per year Requirements: Proven experience supporting IT operations in an outsourced or managed service environment, working closely with a Service Operations Manager and supplier teams. Strong hands-on experience with ITSM and ITIL practices, especially Incident, Major Incident, Problem, and Change Management in a live BAU environment. Experience working with Service Desk operations, including triage, routing, escalation, and 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 such as ServiceNow and operational reporting, including ticket hygiene, backlogs, trends, and 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. Responsibilities: Provide operational oversight and assurance across day-to-day BAU IT services. Help maintain stability during our transition to a new outsourced service provider. Support BAU operations across Incident, Problem, and Change Management. Support MSP transition activities and early life support. Monitor service performance and produce reporting and management information. Lead and support Major Incident Management and communications. Manage stakeholder communications across senior leaders, operations teams, and supplier teams. Work with Service Desk operations on triage, routing, escalation, and communications. Support incident commanders and escalate issues appropriately through the Service Operations Manager. Facilitate PIRs, root cause analysis, and implementation of preventive actions. Technologies: Support ITIL ITSM ServiceNow More: We are recruiting for a Service Operations Lead role based in Havant with hybrid working. This is an initial 6-month contract inside IR35, with a rate of £550 to £650 per day. We are looking for someone to provide operational oversight and assurance across our day-to-day IT services, with a strong focus on maintaining stability during our transition to a new outsourced service provider. The role offers the opportunity to work closely with supplier teams, senior stakeholders, and operational teams in a high-pressure environment, helping us drive service improvement and ensure effective support during the transition period. last updated 22 week of 2026