Operations Service Manager

The RoleOn behalf of our client, we are seeking an Operations Service Manager. This is the operational heart of the Operate service and reports to the Managing Director. You will own day-to-day service delivery across multiple customer accounts, ensure engineering output quality, and support the development of the engineering team.Responsibilities will includeLead and develop the engineering team through performance reviews, one-to-ones and quarterly evaluations.Manage capacity across engineers, allocating resources to accounts to maintain quality and avoid over-stretch.Own the daily operational rhythm, including ticket management, SLA adherence and quality-checking of engineer outputs.Run weekly Customer and Delivery Reviews with the Technical Account Manager and Solution Architect to assess account health and align priorities.Identify and act on patterns across customer accounts, turning recurring issues into process improvements or knowledge articles.Produce the monthly Operate Intelligence Digest, summarising insights and recommendations for the team.Define and maintain service processes, standards, tools and documentation to ensure consistent delivery.Collaborate with the Head of Platform to integrate new tooling and evolve platform capabilities.Ensure runbooks and knowledge bases are up to date and actively used by the engineering team.The PersonThe ideal candidate is a proactive operational leader with strong people-management skills and a commitment to delivering ..... full job details .....