Job title: Service Operations Manager
Location: London
Contact length: 6 months
Pay rate: £450.00 per day
Overview:
We are seeking a DV Cleared professional to support the delivery of High Touch Technical Support (HTTS) services to major clients. In this customer-facing role, you will ensure critical incidents are managed effectively, proactively drive resolution efforts, and maintain clear, empathetic communication with clients throughout the lifecycle of each case.
You will play a key role in ensuring customer satisfaction by managing escalations, coordinating internal and external resources, and producing regular operational reports and analysis. This is a high-visibility role, ideally suited for someone with incident management experience, strong communication skills, and the ability to work under pressure in complex environments.
Key Responsibilities:
Provide high-level operational support for High Touch Technical Support (HTTS) programs with large or strategic accounts.
Monitor and manage technical support requests using standard tools and platforms.
Maintain consistent customer engagement through telephone, email, and collaboration platforms (e.g., video conferencing)
Ensure the timely follow-up and resolution of critical incidents, coordinating with Cisco teams and external stakeholders as needed.
Collaborate with High Touch Engineers (HTEs) to perform root cause and operational analysis.
Deliver incident tracking, trend analysis, SLA reporting, and service improvement suggestions.
Contribute to and occasionally lead service review meetings with clients to present operational metrics and discuss ongoing service improvement initiatives.
Required skills & experience:
DV Clearance is mandatory and must be active.
Experience in incident management or technical operations experience in complex, client-facing environments.
General understanding of technical processes and support systems (networking background desirable).
Familiarity with ITIL v4 (certification preferred but not essential).
Strong data analysis and Excel skills—comfortable turning raw data into actionable insights.
Able to maintain composure under pressure and manage conflict effectively.
Comfortable engaging with senior stakeholders and presenting operational updates in a clear, confident manner.
Experience with vendor coordination and stakeholder management.
Knowledge of Lean Six Sigma methodologies is advantageous.