Job Description
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:
1. Provide high-level operational support for High Touch Technical Support (HTTS) programs with large or strategic accounts.
2. Monitor and manage technical support requests using standard tools and platforms.
3. Maintain consistent customer engagement through telephone, email, and collaboration platforms (e.g., video conferencing)
4. Ensure the timely follo...