IT Service Operations Manager

SIG Plc; Sheffield; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday + 8 bank holidays

Company pension up to 7.5% employercon

Life assurance up to 4x salary

SIG Share Incentive Plan

Employee Discounts

Operations Academy & training

Job summary

SIG Plc in the UK is seeking an IT Service Operations Manager to lead Service Operations, Service Desk and Service Management, delivering reliable, secure, customer-focused IT services for our 3,000+ colleagues across a dispersed UK network. You will own ITIL governance, incident, problem and change management, and manage third‑party suppliers.

You will drive continual service improvement through AI, automation and ServiceNow enhancements, building high‑performing teams and delivering measurable

Qualifications

• Significant experience in IT Service Operations or IT Service Management roles.
• Strong ITIL discipline experience; ITIL v4 preferred.
• Experience managing Service Desk and End User Support.
• Proven experience in Major Incident and Problem Management.
• Experience managing IT Asset Management and Configuration Management practices.
• Experience managing third-party suppliers, contracts, and service performance.
• Strong stakeholder management and communication skills.
• Experience leading service improvement, automation, and operational improvement initiatives.

Responsibilities

• Lead and develop Service Operations, Service Desk, and Service Management teams.
• Own performance, governance, and continual improvement of ITIL practices.
• Ensure SLAs, OLAs, and operational targets are met.
• Lead Major Incident Management and escalation.
• Drive service improvements via AI, automation, and ServiceNow enhancements.
• Develop high-performing teams through coaching and performance management.
• Build relationships with business stakeholders and suppliers to ensure value delivery.
• Contribute to the Service Operations strategy and roadmap.
• Support transformation initiatives through technology-driven projects.

Skills

ITIL Service Management

Stakeholder Management

Service Operations Leadership

Automation & AI

ServiceNow

Vendor/Supplier Management

Incident & Problem Management

Tools

ServiceNow

Job description

SIG Plc. is a leading supplier of specialist building materials to trade customers across Europe with strong positions in its core markets as a specialist distributor of insulation and interiors products and as a merchant of roofing and exteriors products.

IT Service Operations Manager

The role ensures the delivery of reliable, secure, and customer-focused IT services through effective team leadership, supplier management, operational governance, and continual service improvement.

The role drives operational excellence through the adoption of best practices, automation, AI-enabled capabilities, and service innovation. Working closely with business stakeholders, internal IT teams, and strategic suppliers, the role ensures technology services deliver measurable value, support business objectives, and meet the needs of more than 3,000 colleagues across a geographically dispersed UK organisation with over 160 branches.

What you will be doing:

• Lead and develop Service Operations, Service Desk, and Service Management teams, ensuring the delivery of high-quality, customer-focused IT services aligned to business objectives.
• Own the performance, governance, and continual improvement of ITIL service management practices, including Incident, Problem, Change, Request, Asset, and Configuration Management.
• Ensure the achievement of agreed SLAs, OLAs, and operational performance targets
• Lead Major Incident Management activities, ensuring effective coordination, communication, escalation, rapid service restoration, and ongoing service resilience.
• Drive continual service improvement through the adoption of AI, automation, self-service capabilities, and ServiceNow platform enhancements to improve efficiency, customer experience, and operational effectiveness.
• Develop high-performing teams through coaching, mentoring, performance management, and the promotion of a collaborative, accountable, and customer-focused culture.
• Build strong relationships with business stakeholders, IT teams, and strategic suppliers to ensure services meet business requirements and deliver measurable value.
• Contribute to the Service Operations strategy and roadmap, leading operational improvements, service enhancements, and technology-driven transformation initiatives

What you will be doing:

Essential

• Significant experience in IT Service Operations or IT Service Management roles.
• Strong practical experience of ITIL Service Management disciplines and frameworks.
• Experience managing Service Desk and End User Support functions.
• Proven experience in Major Incident and Problem Management.
• Experience managing IT Asset Management and Configuration Management practices.
• Experience managing third-party suppliers, contracts, and service performance.
• Strong stakeholder management and communication skills.
• Experience leading service improvement, automation, and operational improvement initiatives.
• Knowledge of ITSM platforms such as ServiceNow.
• Strong analytical, problem-solving, and decision-making capabilities.

Desirable

• ITIL v4 Managing Professional or equivalent certification.
• Experience of AI-enabled service operations and workflow automation.

What we offer:

• Competitive salary
• 25 days holiday + 8 bank holidays. Company closed during Christmas period
• Company pension with up to 7.5% employer contribution.
• Life assurance (up to 4x salary).
• SIG Share Incentive Plan
• Employee Discounts from top high street and online brands
• Access to structured development through our Operations Academy, Apprenticeships, and on-demand training via our Learning System.

At SIG PLC, we recognise the value our employees bring. In return, you’ll be part of a supportive team with opportunities to grow, train, and build a long-term career.

SIG is committed to creating a fair and inclusive environment where employees feel safe, proud, and valued. We welcome talent that reflects the diverse customers and communities we serve. If you require any accommodations during the recruitment process, please let us know.