IT Service Operations Manager – London (Hybrid)

Intec Select; Greater London; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

Intec Select is seeking an experienced IT Service Operations Manager to lead the Service Desk function in London. The ideal candidate will possess strong operational management experience, team leadership skills, and a deep understanding of IT Service Management practices. Responsibilities include managing support operations to ensure SLA achievement, driving continuous improvement initiatives, and overseeing supplier relationships. This hybrid role offers an opportunity to make a significant impact in a dynamic environment.

Qualifications

• Proven line management and team leadership experience.
• Strong understanding of SLAs and IT Service Management practices.
• Experience with Service Management platforms like ServiceNow.

Responsibilities

• Lead and manage the IT Service Desk function.
• Oversee 1st and 2nd line support operations.
• Drive proactive problem management and trend analysis.
• Manage supplier and third-party relationships.

Skills

Team leadership

Service Level Agreements

Service Management platforms

Agile methodologies

Stakeholder management

Analytical problem-solving

Lean process improvement

Tools

ServiceNow

Freshservice

TopDesk

Nexthink

SharePoint

Confluence

Job description

IT Service Operations Manager – London (Hybrid)

• Contract – 6 months

Overview

We are seeking an experienced IT Service Operations Manager to lead a high-performing Service Desk and Service Operations function within a fast-paced and innovative digital environment. This is an exciting opportunity for a customer-focused technology leader with strong operational management experience, a passion for service excellence, and a proactive approach to continuous improvement.

You’ll work closely with technology and business stakeholders to ensure services remain stable, secure, efficient, and aligned to business needs.

Role & Responsibilities

• Lead and manage the IT Service Desk function as the primary point of contact for IT support and service requests
• Oversee 1st and 2nd line support operations, ensuring high-quality customer service and SLA achievement
• Manage workload allocation, resource planning, and day-to-day operational performance
• Drive proactive problem management, trend analysis, and preventative measures to reduce recurring incidents
• Own and optimise Service Management platforms such as ServiceNow and related monitoring tools
• Collaborate with internal technology teams to improve service stability, availability, and user experience
• Manage supplier and third-party relationships, ensuring contractual obligations and KPIs are achieved
• Support incident escalation, major incident management, and security-related investigations where required
• Lead knowledge management initiatives, including the creation and maintenance of knowledge base documentation
• Contribute to IT service continuity and disaster recovery planning
• Monitor operational risks, controls, and compliance requirements within the service environment
• Drive continuous improvement initiatives, including automation, accessibility improvements, and emerging technologies
• Mentor, develop, and lead an inclusive and high-performing support team

Skills & Experience

• Previous line management and team leadership experience
• Strong understanding of Service Level Agreements (SLAs) and IT Service Management best practices
• Experience with Service Management platforms such as ServiceNow, Freshservice, TopDesk, or similar
• Experience working within Agile and/or DevOps environments
• Familiarity with digital experience monitoring tools such as Nexthink
• Excellent stakeholder management and communication skills
• Experience managing third-party suppliers and service providers
• Strong analytical, problem-solving, and operational management capabilitiesBudget and resource management experience
• Lean process improvement experience
• Knowledge of collaboration and workflow tools such as SharePoint and Confluence
• Familiarity with Intent-Based Leadership principles