Service Operations Manager
Location: Birmingham
Department: IT Services
About the Role
Are you ready to take charge of IT service operations and drive excellence in system reliability, performance, and user experience? We're looking for a Service Operations Manager to lead our 1st & 2nd Line Support teams, ensuring seamless IT service delivery across the business.
In this leadership role, you'll set the direction for our IT support function, champion continuous improvement, and play a pivotal role in incident management, change control, and vendor relationships. Your expertise will ensure that service targets are not only met but exceeded keeping our IT systems running efficiently while delivering an outstanding experience for users.
Key Responsibilities
💡 Service Management & Leadership
Lead and develop the 1st & 2nd Line Support teams, ensuring consistency, quality, and service excellence.
Manage resources effectively, driving high performance through KPI tracking and continuous improvement.
Take ownership of IT service availability, ensuring 99%+ uptime and system performance.🚨 Incident & Problem Resolution
Manage both standard and major incidents, ensuring swift resolution and proactive prevention of future occurrences.
Lead Root Cause Analysis (RCA) investigations and drive actionable solutions to enhance system stability.📈 Monitoring & Reporting
Track service effectiveness using an ITSM toolset (e.g., Ivant...