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:
* 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.