About the job Position: Service Operations Manager Location: Corsham based 2-3 day per week with homeworking 1-2 days Role Requirements: Clearance: Security clearance (SC) eligible as a minimum. Overview: The Service Operations Manager will lead and oversee the day-to-day operations of the Level 2 (L2) support teams, ensuring the efficient and reliable delivery of IT support services across the organisation. This role is responsible for maintaining high service quality, managing incident and report provisioning, driving continuous improvements, and acting as the escalation point for critical issues. The successful candidate will bring strong operational leadership, customer-focused service delivery, and a passion for continuous improvement. You will be leading a team of L2 engineers who are accountable for the provision of two 24/7/365 services, including service monitoring and incident response and resolution, as such there will be occasional requirements to support the team and processes out of normal office hours. You will be required to set the leadership tone with the team, encouraging innovation as part of continuous service improvement, encouraging people development and succession planning and working with other Mastek sectors to share knowledge and best-practice across the wider organisation. You’ll act as a true partner to our customers, proactively identifying improvements and working with them to evolve and improve the processes across the entire ecosystem. As such we are seeking an experienced and strategically focused leader with a strong background in managing the delivery of services. The ideal candidate will have a strong background in IT service management, leadership, and team development, alongside risk management and governance. This role will naturally include client focusing activities such as preparing and assuring service review documentation, engaging with the client on service improvement initiatives along with managing escalation and challenges raised. Key Responsibilities: Leading a Team Lead, mentor, and manage a team of Service Delivery professionals to provide exceptional service, in line with agreed SLAs Manage team scheduling, workload distribution, and resource allocation to meet SLAs and service demands. Oversee the service ops team ensuring consistency and high-quality approaches to incident management, request fulfilment, problem management, and knowledge management processes. Manage team and individual performance, fostering a culture of accountability, collaboration, and customer-first mindset Coach team members, create development plans and career paths including succession planning and sustainable recruitment programmes. Service Delivery & Operations Oversee daily IT service desk and technical support operations, ensuring incidents and requests are resolved within agreed SLAs. Monitor, analyse, and report on team performance, ticket volumes, and service trends. Act as an escalation point for high-priority incidents and ensure timely resolution and communication to stakeholders. Ensure compliance with ITIL processes (incident, request, problem, and knowledge management). Support the onboarding of new/updated services and undertake necessary training. Co-ordinate service transition activities for new live services, ensuring smoot handover from project to service team. Liaise with stakeholders, track readiness and support early life service support. Continuous Improvement: Act as the Service Delivery SME, setting processes, standards, and governance to support the customer’s Service maturity ambitions. Evaluate and implement IT service management (ITSM) best practices and industry standards. Identify and drive process improvements, automation initiatives, and self-service options to increase operational efficiency and user satisfaction across all accounts. Define KPIs, oversee post-implementation reviews, and implement lessons learned to improve service. Lead development of playbooks, standards templates, and frameworks to create a consistent, repeatable and scalable provision of service. Ensure the creation and maintenance of operational procedures, knowledge bases, and support models. Lead the Continuous Improvement Framework to ensure a consistent, and evolving, approach to the provision of services. Collaborate with L3 engineering and infrastructure teams to improve incident prevention and knowledge sharing. Communication and Stakeholder Management: Be the escalation contact for customers, partners, and internal teams on Service accounts, ensuring alignment, clear communication, and expectations are met. Be the escalation point for the team of engineers and for our client, resolving issues where required. Service Governance: Collaborate with cross-functional teams to identify user needs, establish service level agreements (SLAs), and define service metrics. Monitor and analyse service performance metrics, identify trends, and take proactive steps to enhance user satisfaction. Assess service maturity and develop maturity uplift plan, driving through to successful completion Define and implement a service governance structure covering both internal and customer requirements Identify, manage, and mitigate risks and issues to service delivery, escalating when necessary. Collaboration Across Channels: Ensure adequate resources, tools, and budgets are in place to support and ensure delivery of effective service activities. Work effectively across internal teams, clients, and third-party suppliers to deliver a one-team experience for customers. Actively network and collaborate to assure service stability, performance and deliver high-impact change safely into the live environment. Training and Upskilling: Lead and contribute to the design and execution of training programs to enhance the skills of the team. Conduct training sessions and overviews to increase knowledge sharing and upskilling. Be an active member of the Service Community of Practice, driving up engagement and identifying areas of improvement. Experience: At least 5 years of experience in IT Service Management. Proven ability to lead and manage cross-functional teams in high-pressure situations. Skills and Abilities: Strong planning skills Strong problem-solving skills for quick, informed decision-making. Knowledge of IT infrastructure, systems, and applications. Ability to work flexible hours. Exceptional communication skills to convey technical information to both technical and non-technical stakeholders. Certifications: ITIL V3 Certification (Desirable). ITIL V4 Certification (Preferred). Key Generic Competencies: Team and customer focused approach. Excellent communication with varied IT skills in pressured circumstances. Dedication to high quality standards. Strong drive to follow tasks through to completion. Analytical and creative problem-solving. Detail-oriented record-keeping and prompt information gathering. Understanding, challenging, and reporting on complex issues. Team collaboration, engaging effectively with third parties and suppliers. Written and verbal communication proficiency in English. We offer a friendly and challenging workplace where your contribution is valued. If you have expertise and a passion for service management, we encourage you to apply