Service Operations Manager - 2nd Line

Job Title:

Service Operations Manager - 2nd Line / Applications

Req

Job Function:
Service

Posting

Start Date:

09/09/2026

Posting End Date: 21/09/2026

Division: UK Business

Job Location:

G  Devon Cornwall Police HQ

Advertised Salary:
Competitive

Job Req

Posting Date: 09/09/2026 - 21/09/2026

Function:
Service

Location:

Devon & Cornwall Police HQ, Middlemoor (Exeter) - on site 3 days

Salary:
Competitive

The successful candidate must be eligible for, and able to obtain and maintain NPPV3 police vetting.

Join a team delivering critical IT services that support Devon & Cornwall and Dorset Police, ensuring reliable, secure, and high-performing end user technology and applications. You'll lead a skilled second-line support team, driving the resolution of complex technical issues, improving service performance, and building trusted relationships with customers, stakeholders, and technology partners. Working at the heart of a fast-paced operational environment, you'll play a key role in introducing new technologies, enhancing service delivery, and helping BT remain a trusted provider of essential public sector services.

• Lead, coach and develop a high-performing 2nd Line and Applications Support team, ensuring excellent service delivery, technical expertise and adherence to ITIL best practices.
• Oversee the management, performance and continuous improvement of a large application portfolio, maintaining availability, security and support for over 500 customer applications.
• Drive the investigation, escalation and resolution of complex incidents, ensuring SLA compliance, effective stakeholder communication and long-term problem prevention through root cause analysis.
• Act as the technical escalation point for end user, application and infrastructure issues, collaborating with internal teams, customers and suppliers to deliver reliable IT services.
• Champion service improvement, security and operational excellence by enhancing processes, maintaining compliance, supporting technology upgrades and identifying opportunities to improve service performance.

• Proven experience leading IT support or application management teams, with a strong understanding of ITIL best practices, incident management, service delivery and continuous improvement within complex environments.
• Excellent stakeholder management, customer engagement and communication skills, with the ability to influence at senior levels, build trusted relationships and translate complex technical issues into clear business outcomes.
• Technical expertise in application lifecycle management, change and release management, troubleshooting and issue resolution, with the ability to prioritise competing demands, make effective decisions and drive successful outcomes in a fast-paced operational environment.

• IT certifications such as ITIL Foundation 4/5

Tailored benefits make a real difference. That's why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave - 18 weeks' full pay and 8 weeks' half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme - 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you're ready.

This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK.

We're a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

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