IT Service Operations Manager

Leidos; Leominster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company seeks an IT Service Operations Manager to oversee project transitions to live service support. The role involves managing service delivery teams, ensuring compliance with service contracts, and fostering customer success. Candidates should have a strong background in IT service management and project delivery, with proven leadership skills.

Benefits

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave

Flexible benefits

Dynamic Working

Qualifications

• Experience in project/service delivery in a busy environment.
• Familiar with Programme/Project Management disciplines.

Responsibilities

• Own the sign-off of project requirements and deliverables.
• Manage project transitioning and service delivery-related processes.
• Ensure end-to-end delivery of services based on ITSM processes.

Skills

Leadership

Communication

Organisation

Job description

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Description

IT Service Operations Manager

Are you an IT Service Operations Manager or a IT Project or Service Manager interested in new technology with a strong track record in Infrastructure Support and Deployment? Would you like to deliver a project transitioning to live Service Management Support team?

Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.

Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own. United as a team, we are bound together by our conviction that ethics and integrity are core to how we operate.

Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Candidate must be eligible to undergo security clearance (DV).

WHAT WILL YOU BE DOING?

As the project transitions to live, you will be responsible for owning the sign-off of the project requirements and deliverables, and lead the new service delivery team into a new service support contract.

You will manage all project transitioning and service delivery-related processes and shape and own the service support contract. This includes management of a third-party supplier during transition and ongoing licensing and technical support agreements.

As a Service Operations Manager, you will be the owner for the new service management tool. You shall ensure end-to-end delivery of services, and continual service improvement is delivered based on agreed ITSM processes consistent with industry best practices.

The chosen candidate will also be responsible for managing the service support team, which may require out-of-hours staffing. You will manage and ensure the third-party supplier delivers to their contractual obligations while ensuring a favourable financial outcome.

Given these responsibilities, the candidate should have experience in Project/Service Delivery in a busy and dynamic environment, be familiar with Programme/Project Management disciplines, and have a good understanding of commercial contracts and political awareness.

The Successful Individual Will Be Responsible For

• Transitioning a project to in-service support. Deliver a Beta phase for users and ensure project and system requirements have been met prior to going live.
• Managing the service team and collaborating with the Technical Operations Lead to manage and prioritise the backlog according to project and/or service needs.
• Management and control of work packages; including budget, procurement, and finances.
• Managing programme scope creep, requirements, acceptance criteria, and gate reviews.
• Managing licences, sub-contracts, and suppliers, maintaining good supplier management.
• Owning the Risk, Assumptions, Issues, and Dependencies log and leading monthly Risk reviews.
• Leading team scheduling, recruiting, and ensuring appropriate internal charging.
• Delivering holistic customer service offerings, including ensuring staff workspace, adherence to H&S procedures, policy implementation, process improvement, skills assessment, and reporting.
• Governance and documentation, defining and implementing processes & standards, and ensuring staff adherence.
• Point of escalation for resolving issues effectively and timely.
• Coaching and mentoring staff, fostering teamwork and accountability.
• Occasional involvement in business development activities, such as bids and industry engagement.

Lead user liaison

Point of Contact for Lead users for conflict resolution, business continuity, information dissemination, and escalation processes for Risks and Opportunities outside of contract boundaries.

Leading, managing, and motivating on-site and remote teams to ensure a culture of focus, delivery, and professionalism.

Who do we need?

Skills

Proven leadership, attention to detail, excellent organisation, communication, and leadership skills. Experience in project/service delivery, technical bias, and program management. Ability to manage senior stakeholders and understanding of complex contracts.

Advantageous Skills

Experience within an ITIL framework, including Incident, Problem, Change, and Release Management. Monitoring service levels against SLAs.

What do we do for you?

At Leidos, we are passionate about customer success, united as a team, and inspired to make a difference. We offer engaging careers, a collaborative culture, and support for your career goals, with a healthy work-life balance.

Our benefits include:

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave
• Flexible benefits
• Dynamic Working

Commitment To Diversity

We welcome applications from all parts of the community and are committed to a diverse and inclusive culture. We provide necessary adjustments during the application process upon request.

Who We Are

Leidos UK & EUROPE – working to make the world safer, healthier, and more efficient through technology, engineering, and science. Our work addresses complex problems in defence, healthcare, government, safety, security, and transportation.

What Makes Us Different

Purpose: Use your passion and abilities at Leidos to keep people safe. We are at the forefront of AI, cyber security, and solutions, helping to build a safer world.

Collaboration: Flexible work options, empowering our people to work from anywhere with the right tools.

People: We empower people from all backgrounds to grow, learn, and inspire others. We invest in career development and technical academies.

Original Posting

For U.S. Positions: The job will remain open for at least 3 days, with an anticipated close date no earlier than 3 days after posting.

Pay Range

The pay range is a guideline and not a guarantee. Factors include responsibilities, education, experience, skills, internal equity, market data, and legal considerations.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Production
• Industries: IT Services and IT Consulting