IT Service Operations Manager

Job Description

Location:

Blackfriars, London hybrid with 2 days in the office per week

Job Description

Location:

Blackfriars, London hybrid with 2 days in the office per week
Salary: 55-60K plus excellent benefits package
Employment:
Permanent, full-time

Our client is a UK-based, purpose-led organisation that works with public, private and third sector partners to design, test and scale practical innovations that improve outcomes for people and communities.

They are seeking a Group IT Service Operations Manager to transform IT support from a reactive service desk into a proactive, technology-enabled service function.

Reporting to the Group Technology Director, you will own Group-wide IT service delivery across UK and international locations, including internal teams, regional managed service providers and third-party suppliers.

You will develop the Group Service Delivery Strategy, improve service quality through data and root cause analysis, and introduce automation, AI-assisted support and self-service.

As Group IT Service Operations Manager, you will take end-to-end ownership of IT service delivery across the Group, leading the transition towards a proactive and service-led operating model.

You will combine strategic planning with hands-on operational leadership, ensuring users receive consistent, effective support across all UK and international locations.

Your Responsibilities Will Include

• Lead the transformation of IT support into a proactive service model using monitoring, automation, data and self-service
• Develop and own the Group Service Delivery Strategy as part of the wider Group Technology Strategy
• Take end-to-end ownership of service delivery across all locations, internal teams and managed service providers
• Own SLAs, KPIs, customer satisfaction measures, service reviews and stakeholder reporting
• Use service data and root cause analysis to identify recurring issues and implement lasting solutions
• Drive the adoption of automation, AI-assisted support, self-service and knowledge management
• Lead, coach and develop the Service Delivery Team, embedding accountability and service ownership
• Act as the senior escalation point for major incidents, outages and complex service issues
• Coordinate Infrastructure, Security, Platform/Dev Ops teams, MSPs and suppliers to resolve issues and implement change
• Build strong relationships with users and stakeholders across all Group locations
• Lead communications relating to service changes, implementations and outages
• Manage suppliers, contracts, renewals, service performance and regional MSP relationships
• Oversee technology ordering, invoices, operational budgets and delegated approvals
• Oversee audio-visual technology across Group offices
• Contribute to wider IT governance, including AI adoption, data protection, security and change management

Qualifications

Key Requirements

You will be an experienced IT Service Delivery, IT Operations or Service Desk leader with a strong record of improving services across multiple locations.

You Will Bring

• Proven experience transforming reactive IT support into proactive service provision
• Experience developing and implementing an IT Service Delivery Strategy
• Strong knowledge of ITIL and IT service management best practice
• Experience leading an IT Service Desk and Desktop Support function across multiple locations
• Strong major incident, escalation and problem management experience
• Experience managing SLAs, KPIs, customer satisfaction and service reporting
• Experience managing MSPs, outsourced support partners and technology suppliers
• Practical experience introducing automation, self-service or AI-assisted support
• Strong team leadership, coaching and stakeholder management skills
• Knowledge of UK GDPR, ISO 27001, Cyber Essentials Plus and IT governance
• Experience managing technology budgets, purchasing, contracts and renewals

Technology Environment

Experience with identity and device management, collaboration, ITSM, endpoint security and networking platforms is required.

The current environment includes Jump Cloud, Google Workspace, Microsoft 365/Azure, Jira Service Management, Crowd Strike Falcon, Windows 10/11, macOS…