Service Operations Manager Application Deadline: 2 February 2025 Department: IT Employment Type: Permanent - Full Time Location: Home United Kingdom Description As Service Operations Manager, you will report to the Head of Service Operations and ensure the smooth and efficient functioning of the service delivered to the organisation. This is a role which will be focussed on process ownership and overseeing the implementation of service process and procedures with a strong emphasis on customer satisfaction, operational efficiency, and continuous improvement. The core aspect of this role is to support the teams in the adoption of an automation-first, problem focussed mindset, ensuring our service operations are efficient, innovative, and embedding a culture for continuous improvement. They will work closely with other teams and departments to help achieve a cohesive approach to the service being delivered. Key Responsibilities Team Management and Development Develop and lead a motivated team of individuals with a service-based approach. Promote a culture of problem-solving within the support teams with a proactive mindset. Develop an automation-first mindset, identifying opportunities to automate processes and reduce manual intervention. Manage resource and ensure the team have the skills and tools needed to be successful. Customer Satisfaction and relationship management Act as a point of escalation for complex customer service issues. Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements. Work closely with other teams and business areas to maintain and improve the service operations frameworks. Regularly assess the quality of the service delivered and its impact on customer satisfaction. Process Ownership Develop, implement, and oversee IT service processes and procedures. Ensure the service delivered is compliant with these processes, with a continual improvement approach to ensuring efficiency. Supplier Management Undertake regular service reviews with suppliers key to the delivery of the service, ensuring their performance is measured against agreed contractual metrics. Risk Management and Security Implement strong risk management and security processes into all aspects of service delivery. Ensure the team are equipped to identify, assess and mitigate potential risks effectively. Skills, Knowledge & Expertise Minimum of 10 years' experience in service operations, with a significant portion in customer facing roles. Proven track record of leading teams and implementing process improvements and automation in a service environment. Strong understanding of customer service principles and practices, with an emphasis on problem solving. Exceptional leadership and people management skills. Excellent communication and interpersonal skills, with the ability to engage and influence at all levels. Excellent conflict management skills. Strategic thinker with strong analytical and problem-solving skills. Be able to demonstrate experience of working with service management accreditations such as ISO20000. Experience of agile processes an advantage. Soft Skills Have the ability to inspire, motivate and guide a team to achieve their goals. Have excellent communication and interpersonal skills. Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner. Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations. A strong focus on customer satisfaction, recognise their needs and ensure communication to meet/or exceed these. Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation. Job Benefits Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include: Reward platform - discounts for over 800 retailers 25 days holiday (rising with service) EAP with virtual GP 2 x paid volunteering days Enhanced maternity and paternity leave policies Fostering friendly and fertility support employer Pension - matched contribution at 5% Life Assurance (4 x basic salary) Development, training, and professional qualifications where applicable