Service Operations Manager - 2nd Line

Job Req  Date: 25/10/2026

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.

About the role

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.

What you’ll be doing

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.

Essential Skills / Experience 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.

Desirable Skills / Experience IT certifications such as ITIL Foundation 4/5 Our Package 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.

Flexible Working

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…