Service Operations Manager

Service Operations Manager – MSP / Managed Services

Location:

Leeds – Hybrid, 2–3 days per week in the office

Salary: £50,000–£55,000

Employment:
Permanent, Full-Time Your Code  Recruitment is working with an established and growing IT Managed Service Provider in Leeds to recruit an experienced Service Operations Manager.

This is a senior operational leadership position with responsibility for the performance of the Service Desk and wider Managed Services operation, ensuring customers receive a consistent, high-quality service while driving improvements across people, processes, technology and automation.

The successful candidate will ideally come from an MSP, Managed Services or IT Service Management environment and have experience leading service desk teams, managing SLAs and KPIs, improving ITIL processes and working directly with customers and senior stakeholders.

The Role As Service Operations Manager, you will take ownership of day-to-day service performance across the Service Desk and live managed services environment.

Responsibilities will include:

Leading the performance and development of Service Desk and Managed Services teams

Managing Service Desk Team Leaders and other operational leads

Taking ownership of SLAs, KPIs, queue management, escalations and backlog performance

Leading major incident management, including communication and post-incident reviews

Maintaining and improving ITIL-aligned service management processes

Planning team capacity, resources and rotas around customer demand

Monitoring service performance and producing operational reporting for senior leadership

Supporting the onboarding and transition of new customers into live support

Owning and improving customer satisfaction and service improvement plans

Working with customers during service reviews and providing clear performance insights

Reducing repeat incidents through problem management, knowledge sharing and self-service

Identifying opportunities to improve efficiency through automation and AISupporting the development of increasingly proactive and data-driven managed services

Managing relevant suppliers and third-party service relationships

Coaching and developing team members through objectives, 1-to-1s and career development

The role has genuine scope to influence how managed services are delivered as the organisation continues to develop its technology, automation and service offering.

What We're Looking For We’re looking for someone with:3+ years' experience managing a Service Desk or IT Service Operations function

Previous MSP or Managed Services experience preferred

Strong people leadership experience, ideally managing through Team Leaders or Supervisors Experience managing SLAs, KPIs, escalations, backlogs and service performance

Good knowledge of ITIL principles and IT Service Management

Experience with ITSM/PSA platforms – Connect Wise experience would be advantageous

Sufficient technical understanding of Microsoft 365, Windows and Azure to confidently manage technical escalations

Strong customer and stakeholder management skillsA data-driven approach to service performance and continuous improvement

Experience with device lifecycle management, Microsoft Intune, Autopilot, service automation or AI within IT support would be particularly useful.

Why Apply?

This is an opportunity to join an established Leeds technology business in a role where you'll have real influence over service delivery.

You’ll be given responsibility for an established operation while helping shape its next phase – improving processes, developing people and making greater use of automation and technology.

Salary: £50,000–£55,000

Location:

Leeds Hybrid: 2–3 days per week in the office

Apply today for further information and a confidential conversation.