Information Technology Operations Manager

Computacenter; East Midlands; On-site; GBP 50,000 - 70,000; Full time

Job summary

Computacenter is seeking an Operations Manager for an onsite role covering Derby area. You will lead the delivery of high-quality onsite and field services, manage Team Leaders, and partner with customers and internal teams to ensure service performance and satisfaction.

You will spend time across customer sites, coaching teams, analyzing data, and driving improvements while ensuring adherence to internal processes and ITIL guidelines.

Qualifications

• Experience leading managers or team leaders.
• Background in IT operations or field services.
• Proven track record delivering against SLAs and KPIs.

Responsibilities

• Lead the operational delivery of onsite and field services, ensuring services meet SLAs, KPIs and customer expectations.
• Manage, coach and support Team Leaders to develop their leadership capability.
• Build trusted relationships with customers, partners and internal stakeholders as a key point of contact for performance and escalations.
• Use data and reporting to identify opportunities to improve service quality and customer satisfaction.
• Take ownership of escalations and operational issues to resolve challenges quickly and keep stakeholders informed.
• Support change activity across your region, delivering changes effectively and communicating risks.
• Oversee resource planning, performance management and employee wellbeing within internal processes.
• Share knowledge and best practices to strengthen the management community across teams.

Skills

People management

IT operations background

SLA/KPI management

Stakeholder management

Communication

Decision making

Tools

Microsoft Office/Reporting tools

Job description

As an Operations Manager, you’ll play a key role in leading the delivery of high-quality onsite and field services across a defined region. You’ll work closely with Team Leaders, service teams, customers and internal stakeholders to make sure our services run smoothly, consistently and to the standards our customers expect. This is a highly visible leadership role where no two days are the same. You’ll spend time across customer sites, engaging face to face with your teams, supporting operational performance and helping create an environment where people feel informed, supported and able to do their best work.

The role is an onsite role at one of our customers sites, managing a team of Team Leaders. It would suit someone that is located in or around the Derby area.

What you'll do

• Lead the operational delivery of onsite and field services, ensuring services meet agreed SLAs, KPIs and customer expectations.
• Manage, coach and support Team Leaders, helping them develop their leadership capability and deliver strong outcomes through their teams.
• Build trusted relationships with customers, partners and internal stakeholders, acting as a key point of contact for service performance, escalations and improvements.
• Use data, reporting and local insight to identify opportunities to improve service quality, efficiency and customer satisfaction.
• Take ownership of escalations and operational issues, bringing the right people together quickly to resolve challenges and keep stakeholders informed.
• Support change activity across your region, ensuring approved changes are delivered effectively and any risks or impacts are clearly communicated.
• Oversee resource planning, performance management, employee engagement, wellbeing and compliance with internal processes.
• Contribute to a strong management community by sharing knowledge, lessons learned and best practice across teams and services.

What you'll need

• Strong leadership and people management experience, including experience managing managers or team leaders.
• A proven background in IT operations, managed services or field service delivery, with a good understanding of enterprise IT environments.
• Experience delivering against SLAs and KPIs, with a track record of improving service performance, processes and customer experience.
• Excellent stakeholder management skills, with the confidence to build relationships in a matrix environment.
• Strong organisational skills and the ability to prioritise, make decisions and manage escalations with urgency and clarity.
• Experience using reporting, data and insight to drive operational improvements.
• Good knowledge of ITIL principles and strong Microsoft Office/reporting tool skills.
• Clear communication skills in English and the flexibility to travel regularly across sites within your region.

If you’re a confident operational leader who enjoys developing people, improving services and building strong customer relationships, we’d love to hear from you.