Head of Service Operations

3 days ago Be among the first 25 applicantsProact UK

Manchester, United Kingdom Full Time Reference:

Lead the Service Desk and NOC, ensuring high-quality service delivery and adherence to SLAs.Oversee incident, request, change and problem management processes in line with ITIL best practices.Ensure the smooth operation of 24/7 support services, including out-of-hours escalation and major incident management.Drive process standardisation, automation, and continual improvement initiatives across the service operation lowering total costs.Review and analyse operational metrics (e.g., CSAT, resolution times, ticket volumes) to identify trends and areas for improvement.Oversee resource planning and recruitment to support business growth and changing service demandsBuild and maintain a culture of accountability, collaboration, and continuous development.Take part in structured mentoring programs for team leads and technical staff.Conduct regular one-on-ones and performance reviews with a focus on individual growth and career progression.Maintain the necessary certifications within the team to ensure highest level of support for services and customersIdentify and propose solutions for ineffective operational structures that result in the duplication of resources, proliferation of systems, complexity and risk.Work closely with senior leadership to shape the service operations strategy7+ years of experience in IT service operations leadership, preferably within an MSP or similar service-led environment.Proven track record in developing and mentoring high-performing teams.Strong working knowledge of ITIL frameworks (certification preferred) and experience implementing service improvement plans.Experience managing remote, on-site, and hybrid teams in fast-paced, multi-client environments.Exceptional interpersonal and communication skills with a collaborative and approachable leadership style.Experience implementing KPIs and reporting dashboards for service performance.Formal qualifications in management, coaching or mentoring (e.g., ILM Level 5/7, CIPD).ITIL v3/4 Foundation or higher certification.Familiarity with tools such as ServiceNow, Logic Monitor, BI or similar MSP platforms.A senior leadership role with the ability to shape the direction of our service function.A company culture that truly values its people and their development.Opportunities for continued learning, leadership coaching, and industry certifications.Flexible working arrangements and a collaborative team environment.

LNKD1_UKTJSeniority level

Seniority level DirectorEmployment type

Employment type ContractJob function

Job function Management and ManufacturingIndustries Strategic Management ServicesReferrals increase your chances of interviewing at Proact IT UK by 2xGet notified about new Head of Service Operations jobs in

Manchester, England, United Kingdom .Manchester, England, United Kingdom 1 month agoManchester, England, United Kingdom 2 weeks agoDaresbury, England, United Kingdom 3 days agoHuddersfield, England, United Kingdom 1 week agoManchester Area, United Kingdom 11 hours agoHead of Service and Installation UK and US

Runcorn, England, United Kingdom 2 weeks agoWarrington, England, United Kingdom 7 hours agoHuddersfield, England, United Kingdom 1 week agoHead of Services- North of England, ASHDOWN GROUP

Manchester, England, United Kingdom 2 weeks agoHead of Business Unit - Operations and Finance

Chorley, England, United Kingdom 3 days agoSt Helens, England, United Kingdom 2 hours agoOperations Director - Commercial Consultancy - Rail

Manchester, England, United Kingdom 2 weeks agoHead of Business Unit - Operations and Finance

Manchester, England, United Kingdom 1 month agoManchester, England, United Kingdom 1 month agoManchester, England, United Kingdom 1 week agoManchester, England, United Kingdom 3 days agoBamber Bridge, England, United Kingdom 4 weeks agoManchester, England, United Kingdom 1 week agoSalford, England, United Kingdom 6 days agoManchester, England, United Kingdom 3 weeks agoManchester, England, United Kingdom 1 week agoManchester, England, United Kingdom 1 week agoGreater Manchester, England, United Kingdom 1 week agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of ..... full job details .....