Senior Service Operations Manager

Get AI-powered advice on this job and more exclusive features.The Senior Service Operations Manager is accountable for the Service Operations capability, ensuring SLA-aligned delivery across incident management, support, commercial engagement, and client response. The role strengthens process discipline, develops team capability, and aligns operations with the company’s operating model and business functions, with a clear mindset of applying technology and innovation to drive service excellence.Overview

Your Mission

Ensure Service Operations consistently delivers against SLAs by driving incident management excellence, embedding structured intake and prioritisation, advancing automation, AI, and efficiency, and building strong alignment with Delivery and Commercial teams.What you’ll do

Lead and coach the Service Operations team to build maturity, accountability, and continuous improvement.Operate a timely and effective incident process that maintains stakeholder trust, drives swift resolution, and enables corrective and preventive actions.Embed structured intake processes with defined channels, request definitions, and SLA alignment to shift from reactive work to priority-led delivery.Champion workflow efficiency and technology initiatives (including AI, tooling, and automation) to enable stakeholder autonomy and reduce unnecessary handovers.Oversee SLA, KPI, and satisfaction tracking, ensuring insights are translated into measurable improvement actions.Build integrated ways of working with the Delivery and Commercial teams so priorities are understood, coordinated, and delivered effectively.What you''ll bring

Proven leadership experience in Service Operations or IT Service Management, covering both people management and process leadership.Strong track record of achieving SLA targets and leading effective incident management.Experience in designing and implementing structured intake and prioritisation frameworks, such as impact/urgency matrices, WSJF, or MoSCoW.Ability to deliver automation and workflow efficiency in lean environments.Skill in building collaborative, outcome-focused relationships across functions.Experience with applying agent-based AI technologies to enhance support and service operations.What''s in it for you

Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge techAttractive salary and customisable benefits packageFlexible working hours and ways of working (we promote hybrid working model)Contemporary and accessible office environments with a range of workplace perksBeing part of a team with a forward-looking, international mindset and agile working practicesA friendly, inclusive and multicultural environmentWellbeing programmes, learning and personal growth opportunitiesA range of employee events throughout the yearOpportunities to shape the tech community within and outside of the company, through mentoring and knowledge-sharingSeniority level

Mid-Senior levelEmployment type

Full-timeJob function

Information TechnologyIndustries

Gambling Facilities and CasinosReferrals increase your chances of interviewing at Expenti by 2xGet notified about new Service Operations Manager jobs in

Reading, England, United Kingdom .Reading, England, United ..... full job details .....