Responsible for: To support the Service Operations Director and wider Departmental Leads across Service Desk operations with the Live Run, Enablement and Transform activities. Based at: Hybrid with travel to both London and Portsmouth Scope: To include, but not restricted to : helping lead and develop teams to manage day-to-day operations across the service desk capabilities or IT Service Management (Incident, problem, request, change & transition) capabilities, while driving continuous people and capability development, service improvement, process maturity, and operational efficiency This is a very exciting time to join Bell Integration. The Delivery & Operations organisation is transforming the way in which services are delivered, with Client Advocacy and Operational Excellence at the heart of everything we are doing. Within the Service Operations function, we need an experienced Senior Operations Lead to help support the Service Operations Director and the wider Departmental Leads in an exciting opportunity of transforming the capability while keeping the lights on. The ideal candidate must have strong outcome-based experience of running live services, with specific experience of Service Desk operations, identifying and driving opportunities to transform across people, process and tech in a fast-paced MSP environment, and demonstrable experience of working collaboratively with ITIL Service Management operations to achieve desired outcomes. Operational Leadership: helping manage the day-to-day Service Desk or ITSM operations, serving as an escalation point for complex incidents and service management challenges. Strategic Direction: Helping drive the Service Operations Vision, maturing processes, and aligning IT services with organisational goals. Performance Management:Monitoring service quality, enforcing service levels (SLAs), and reporting on key performance indicators (KPIs). Team Leadership:Leading and upskilling service support staff, promoting a culture of high performance and continuous improvement. Process Improvement : Implementing best practices (such as ITIL), improving IT service quality, and increasing efficiency through automation and standardised processes. Key Requirements: Experience:Demonstrable outcome-based leadership and transformation experience in global IT service desk, coupled with experience of wider IT service operations, delivery, support, and ITSM capabilities in a fast based MSP environment. Certifications:ITIL certification (e.g., ITIL Foundation or ITIL Expert) is highly desirable to demonstrate a strong understanding of best practices. Technical Knowledge:Familiarity with ITSM tools, service desk tooling, incident management, and often a background in IT infrastructure or technical operations. Leadership:Strong leadership, people development and management, communication, and stakeholder management skills Desirable Skills: Experience in the use and continued improvement of IT service management tools. Project management certification (e.g. PRINCE2, PMP). Understanding of cybersecurity principles and practices.