Operations Manager

About Atos Group

Atos Group is a global leader in digital transformation with c. 70000 employees and annual revenue of c. 10 billion operating in 67 countries under two brands Atos for services and Eviden for products. European number one in cybersecurity cloud and high-performance computing Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered end-to-end solutions for all industries.

Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world the Group enables its customers and employees and members of societies at large to live work and develop sustainably in a safe and secure information space.

We are seeking a driven resilient and people-focused Operations Manager to lead a 1st & 2nd Line Support Service Desk. This is a key management role responsible for the day-to-day leadership of the service desk and for ensuring the team delivers a professional efficient and client-centred service.

This role requires a confident people leader who can build capability and maintain high standards within a developing workforce including early-career colleagues and apprentices. The successful candidate will provide clear direction reinforce professional behaviours and create a culture of accountability engagement and continuous improvement.

They will manage and develop Team Leaders bringing structure consistency and strong operational discipline to the service desk. Working closely with key stakeholders they will ensure operational plans are delivered effectively risks are managed pro-actively and service performance is continually reviewed.

This is a highly visible role within Atos supporting major strategic client accounts and contributing to the successful delivery of UK sovereign IT services. The Operations Manager will need to navigate a complex stakeholder environment with credibility diplomacy and sound judgement managing sensitive issues while upholding the highest professional standards.

Key Responsibilities

Team Leadership & Management

• Set clear expectations standards and goals for Team Leaders and service desk colleagues providing leadership direction and support to develop high-performing teams through effective coaching performance management and colleague engagement.
• Lead motivate and develop Team Leaders and their teams including early career colleagues and apprentices creating a culture of accountability engagement continuous learning and service excellence.
• Demonstrate resilience and adaptability in leading an evolving workforce including regular onboarding of new joiners as apprentices transition into alternative placements while continuing to embed a strong professional culture and consistent standards.
• Act as an escalation point for complex operational customer colleague or client issues ensuring clear ownership communication resolution and lessons learned activity.
• Manage employee relations and people processes including performance reviews absence management return to work processes people development and succession activity.

Service Delivery & Performance

• Lead the day-to-day operational performance of the Service Desk ensuring agreed SLAs service levels quality standards customer satisfaction and productivity targets are achieved.
• Analyse performance data to identify trends manage risks and drive clear improvement actions across service quality productivity and customer experience.
• Develop strong client and stakeholder relationships maintaining confidence in service delivery through clear communication reporting and proactive issue management.
• Maintain best practice and quality standards by ensuring operational governance is in place including performance reviews action tracking risk management compliance checks and service improvement plans.

People Development & Culture

• Support training knowledge management and apprenticeship program adherence so colleagues can operate…