IT Service Operations Lead

Lincolnshire Co-op; Lincoln; On-site; GBP 65,000 - 80,000; Full time

Benefits offered by this job

34 days annual leave (including bank)

Pension scheme with employer contrib.

Colleague discount rates

Annual discretionary bonuses

Job summary

Lincolnshire Co-op is seeking an IT Service Operations Manager to own IT services and ensure high-quality delivery across the organisation. You will lead IT Support, Support Engineer and User Fulfilment teams, with a focus on ITIL processes, incident management, and continuous service improvements.

You will monitor performance, report on KPIs, manage changes and maintain strong stakeholder communication while driving efficient service transitions and vendor partnerships.

Qualifications

• Proven experience as an IT Service Operations Manager or similar, leading multiple IT support functions.
• Strong understanding of ITIL principles; ITIL certification or equivalent framework is a plus.
• Hands-on incident management experience and escalation leadership.
• Experience chairing Change Advisory Board and overseeing change control processes.
• Proven ability to lead internal teams and external service partners.
• Excellent vendor management including negotiating SLAs.

Responsibilities

• Own IT services delivery and ensure high-quality performance against SLAs.
• Lead IT Support, Support Engineer and User Fulfilment teams with team leaders.
• Monitor service performance, report KPIs, and address delivery gaps.
• Oversee User Fulfilment activities including IAM and security compliance.
• Coordinate major incident responses and stakeholder communications.
• Drive service improvements and smooth transitions for changes.

Skills

ITIL

Incident management

Change management

Vendor management

Leadership

Communication

Job description

Lincolnshire Co-op is seeking an IT Service Operations Manager to own IT services and ensure high-quality delivery across the organisation. You will lead IT Support, Support Engineer and User Fulfilment teams, with a focus on ITIL processes, incident management, and continuous service improvements.

You will monitor performance, report on KPIs, manage changes and maintain strong stakeholder communication while driving efficient service transitions and vendor partnerships.