Service Operations Manager
The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.
Stoke-on-Trent, UK
up to £45,000 pa DOE
Active SC Clearance required
iO Associates is looking for a Service Operations Manager to join a specialist provider of fully managed, high-security ICT services supporting the defence, security, and government sectors in complex, regulated environments. The ideal candidate will be responsible for ensuring efficient, reliable, and high-quality IT service delivery across Service Operations.
Key Skills:
* Provide leadership and mentorship, acting as 2iC to the Service Operations Lead and supporting team development and performance
* Lead Change Management, overseeing end-to-end processes, aligning changes with business objectives, and managing customer-driven changes with clear communication and reporting
* Oversee Incident & Problem Management, ensuring adherence to processes, conducting root cause analysis, and driving continuous improvement
* Drive data reporting, ITSM tool improvements, and service transitions, identifying risks, enhancing systems, and supporting seamless integration of new services
Key Experience:
* 5+ years' experience in IT Service Operations, including leadership/management responsibilities
* ITIL and project management certifications (PMP, PRINCE2)
* Strong experience with ITSM tools (e.g. Jira, ServiceNow) and managing KPIs & SLAs
* Proven track record in process optimisation and leading Incident, Problem, and Change Management
* Experienced Change Manager with 2+ years managing Change Management functions
This is an excellent opportunity to work on amazing defence, government, etc. projects and a team that encourages and facilitates personal growth. xxuwjjq
*PS: The Company can't provide any sponsorship, so only candidates with the existing right to work in the UK will be considered for this role.