This job is with Whitbread, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. As a Service Operations Manager your team will play integral part in monitoring all our technology which underpins our outlets, from Premier Inn to Bar & Block. This fantastic opportunity is a leadership role managing and developing a team of Major Incident Managers. you will also have the very important responsibility of managing suppliers with accountability for ALL key aspects within IT Operations Salary: Up to £65,000 Location: Whitbread Court, Dunstable, LU5 5XE with hybrid working (minimum of 3 days a week in our Dunstable campus) Why You'll Love It Here Bonus: An annual Whitbread performance incentive worth up to 30% of base salary Healthcare: Family BUPA Healthcare Up to 10% Matched Pension, 33 Days holiday and Company Share Save Scheme What You'll Do: Build relationships with major vendors and service providers to meet service and budget expectations. Major Incident Management and service desk management. Own and maintain processes, seeking improvements and ensuring adoption by the support organization and business. Ensure root cause is established for all major incidents with corrective actions tracked and managed to conclusion. Govern and lead the Service Desk and Service Management toolset for optimal service delivery. Work closely with Service Delivery Managers, Business stakeholders, and Suppliers to review service performance and understand service experience. Recruit, lead, motivate, develop, and manage direct reports to build a high-calibre team with necessary skills and capabilities. What we need: Demonstrable management experience building cross-function consensus with exposure to technology providers and/or business clients. Experience managing and leading a high-performing, cohesive team. Experience of working with a mix of insourced, outsourced as well as onshore/offshore, agile & waterfall service providers. Demonstrable, strong working knowledge of ITIL Service Management framework and process areas. Cares and take accountability for incidents, escalations and problem resolution and uses expertise to offer solution options and recommendations. Be part of the Tech team at Whitbread Through collaboration, passion and hiring the smartest minds, our Technology team builds products and services that are used by 38,000 of us at Whitbread and millions of guests. Everything from an eCommerce website that handles £2 billion in transactions per year, applications that are scalable across our 1,200 hotel and restaurants, devices that enable our teams and guests to have a seamless experience, all whilst keeping data secure. Together we're building the hotel of the future. LI-DNI