ICT Service Operations Manager

ICT Service Operations Manager

The ICT Service Operations Manager leads the delivery of ICT support and operational services across Leasys UK, ensuring alignment with organisational goals.

• Manage and develop the ICT Support team, ensuring effective performance management, mentoring, and skills development.
• Oversee ICT service operations, including incident, problem, and request management, ensuring alignment with ITIL best practice.
• Coordinate with Stellantis ICT teams to ensure effective delivery of hardware, user profile, and security and access services.
• Administer and configure Service Now (or equivalent), ensuring efficient workflow, SLA compliance, and reporting.
• Liaise with internal teams and outsourced partners managing Salesforce, AWS CTI, and E‑Commerce, to ensure services meet business requirements.
• Manage relationships with external vendors (e.g. SOFICO) providing L4 support, ensuring effective escalation and resolution.
• Drive adoption of RPA and AI‑driven automation tools (e.g., Automation Anywhere, Copilot integrations) to improve efficiency and reduce manual workload.
• Ensure ICT service processes and knowledge bases are created, maintained, and accessible to support teams and end users.
• Ensure annual user access reviews, penetration tests, and other assurance activities are completed.
• Work with the ICT Project Manager and ICT Change team to transition new products and services into live operations.
• Collate and present service performance metrics to the Head of ICT, defining and executing improvement actions.
• Ensure clear communication during incidents and outages, keeping users informed at all times.

• Degree‑educated in IT, Business, or a related discipline.
• Minimum 5+ years experience in ICT service operations and support management.
• Experience managing teams and delivering ICT service improvements.
• ITIL Intermediate or ITIL Managing Professional certification (or equivalent).
• SOFICO Miles Functional Training and Miles Configuration Training (or equivalent experience).
• Experience with business applications such as SOFICO Miles, Miles Fleet and Retailer modules, E‑Commerce solutions, and BI tools.
• Familiarity with Salesforce and Amazon Connect CTI, or similar cloud contact centre solutions.
• Experience with RPA and AI‑driven automation platforms (e.g., Automation Anywhere, Copilot).
• Experience with Service Now, or equivalent ticketing systems.

Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis is also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, recognising organisations that demonstrate support to the armed forces community. Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.