Service Operations Manager

# Service Operations Manager Job Req  Date: 22 Dec 2025

Function:
Service Unit:
Business

Location:

Endeavour Sheffield, Sheffield, United Kingdom Salary:
Competitive Job Req  Date: 22nd December 2025

Function:  Service

Location:

Sheffield Salary:
Competitive
** Please note you must either hold or be eligible for SC (Security Clearance) for this role, which will require a minimum of 5 years working history in the UK to be eligible.**##
** Why this job matters
** The Service Operations Manager delivers the dedicated service requirements of a specified customer, and oversees a remit of service operations, ensuring consistency in service capabilities, as well as driving innovative projects to enhance service delivery, assurance and infrastructure performance. With high accountability for delivering outstanding customer service, this role is all about maintaining service excellence in a live environment. Reporting to the Senior Manager in Sheffield, you’ll oversee end-to-end service assurance, including major incident management.##

** What you’ll be doing
*** Own the day-to-day operational delivery for a dedicated client, ensuring stability, efficiency, and high-quality service.
* Manage issue resolution and escalations, acting as the primary point of contact for operational challenges.
* Oversee the coordination and execution of multiple projects and programmes impacting service operations.
* Drive continuous improvement by working across virtual teams and influencing stakeholders across BT.
* Ensure adherence to ITIL best practices and support the smooth running of operations through proactive risk and performance management.##
** The skills you’ll need
** Communication Continuous Improvement

IT Operations Customer Relationship Management Escalation Management##
** What we'd like to see on your CV
*** Relevant professional experience in a complex service desk operation
* Extensive operational experience and in-depth knowledge of managed services operating models
* Extensive stakeholder management experience within BT and customer cliental at senior/middle management layers
* ITIL V4 certification is required, with ITIL intermediate as a desired qualification##
** Benefits
* * At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
• 10% on target annual bonus   
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%  
• X4 Salary Life Assurance  
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice  
• 25 days annual leave (not including bank holidays), increasing with service  
• From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.  
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.  
• 24/7 private virtual GP appointments for UK colleagues  
• 2 weeks paid carer’s leave   
• World-class training and development opportunities  
• Option to join BT Shares Saving schemes  
• Discounted broadband, mobile and TV package  
• Access to 100’s of retail discounts including the BT shop 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 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government…