Job Description
IT Operations Manager / Software Solutions Service Delivery Manager with a background in operations or service delivery within the IT / Technology / software sector and experience managing technical or professional services teams is required for a well-established, award-winning IT Solutions Provided based in Fleet, Hampshire.
Previous technical experience working with HCL, IBM, Microsoft, Domino, Lotus Notes, EDI / Electronic Data Interchange would be highly desirable.
SALARY: circa. £55,000 per annum (depending on experience) + Benefits
LOCATION: Hybrid Working /Fleet, Hampshire (GU51) - Whilst much of the work can be performed remotely, you must be able to commute to the office in Fleet on a regular basis
JOB TYPE: Full-Time, Permanent
JOB OVERVIEW
We have a fantastic new job opportunity for an IT Operations Manager / Software Solutions Service Delivery Manager with a background in operations or service delivery within the IT / Technology / software sector and experience managing technical or professional services teams.
Working as a results driven IT Operations Manager / Software Solutions Service Delivery Manager you will be responsible in leading the day-to-day operations of the Professional Services Team, ensuring exceptional service delivery across the software solutions.
As the IT Operations Manager / Software Solutions Service Delivery Manager you will play a critical part in bridging technical operations, client management, and business support to help scale efficiently and maintain a high standard of service across their software offerings, including third-party platforms.
As a successful candidate you will join a collaborative, forward-thinking environment where your contributions matter. You’ll work with a diverse portfolio of enterprise clients on cutting-edge software projects and will have opportunities to shape process, strategy, and service innovation.
DUTIES
Your duties as an IT Operations Manager / Software Solutions Service Delivery Manager will include:
Team Management and Development
* Distribute, manage and review the workload of the Professional Services Team (currently 8 direct reports)
* Conduct regular 1:1s, and manage team availability
* Facilitate monthly team meetings to align on strategy, share knowledge, and drive cohesion
Financial and Resource Management
* Produce monthly forecasts for the Professional Services Team
* Oversee service and product maintenance invoicing
* Work closely with finance to support accurate billing and budget control
Client Relationships
* Coordinate and attend client meetings, site visits, and status reviews
* Build trusted relationships with customers to ensure satisfaction and retention
* Manage customer expectations and action plans across accounts
Business Development Support
* Collaborate with the sales team to develop technical proposals and quotations
* Provide pre-sales support by offering insights into implementation feasibility and planning
* Contribute to RFP/RFI responses and presentations for potential clients
Technology and Tools Oversight
* Manage internal tools and systems to support efficient operations
* Identify opportunities to improve workflows through automation or system upgrades
Reporting and Insights
* Prepare monthly service desk reports and key performance metrics
* Highlight risks, opportunities, and capacity planning needs
Compliance and Quality Assurance
* Ensure processes align with ISO9001 standards and support audit preparation
* Certification objectives include Cyber Essentials and ISO 27001
* Promote a culture of quality, compliance, and continuous improvement
CANDIDATE REQUIREMENTS
* Experience in operations or service delivery within the IT/software sector
* Proven experience managing technical or professional services teams
* Strong knowledge of IT service management principles (e.g. ITIL)
* Experience in software implementation and support services; familiarity with HCL Domino is a plus
* Confident working with tools for forecasting, reporting, and project/resource management
* Excellent communication, stakeholder management, and problem-solving skills
* Exposure to ISO9001 or similar compliance frameworks is advantageous
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P13720
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HCL | IBM | Microsoft |Domino, Lotus Notes | EDI / Electronic Data Interchange
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