Operations Manager

Atos; Birmingham; On-site; GBP 42,000 - 64,000; Full time

Job summary

Atos in the UK seeks an Operations Manager to lead the 1st Line Support Service Desk in Birmingham. You will manage a team of junior agents, set direction, maintain professional culture and coach for continuous improvement, ensuring a client-centred, efficient operation.

This high-visibility role requires disciplined management, strong stakeholder engagement, adherence to SLAs, and driving service improvements across major accounts, reflecting Atos' standards in UK sovereign IT delivery.

Qualifications

• Proven experience in managing a team in a customer service or operational environment.
• Strong people management skills with ability to lead and develop junior staff.
• Highly organised with ability to manage competing priorities and deadlines.
• Excellent interpersonal and communication skills with senior stakeholders.
• Disciplined management approach, both formal and informal, under pressure.
• Eligible for UK Security Clearance (5 years residency).
• Participate in stakeholder meetings and service reviews.
• Identify and drive continual service improvement initiatives.
• Comply with relevant operational policies and procedures.

Responsibilities

• Lead the 1st Line Support Service Desk and day-to-day operations.
• Set clear expectations, standards and goals for the team.
• Deliver agreed SLAs and monitor performance.
• Coach junior agents and develop the team.
• Maintain a positive, professional culture and values.
• Escalations handling and employee relations.
• Engage with stakeholders and support service reviews.
• Champion continual service improvement initiatives.

Skills

People management

Team leadership

Stakeholder engagement

Performance management

Employee relations

Organisational skills

Communication

Job description

We are seeking a driven and people-focused Operations Manager to lead our 1st Line Support Service Desk. This is a management role, not a technical one. You will be responsible for the day-to-day running of the service desk, ensuring the team delivers a professional, efficient, and client-centred service.

You will manage a team of junior support agents, providing clear direction, structure, and development. You will instill a professional culture, where discipline and accountability are prominent, while also acting as a coach, encouraging continuous improvement and learning as your team start their careers. You will create an environment in which team members feel supported by you, the organization and their peers to perform at their best.

This is a high-visibility role. The clients supported by this service desk are major strategic accounts for Atos, and the performance reflects the quality of Atos's UK sovereign IT delivery. The Operations Manager is therefore expected to uphold the highest professional standards in everything they do.

Key Responsibilities

Team Leadership & Management

• Set clear expectations, standards and goals
• Lead, motivate and develop
• Escalations
• Employee Relations

Service Delivery & Performance

• Deliver agreed SLAs
• Monitor and improve performance
• Client Satisfaction
• Best practices and Quality Standards

People Development & Culture

• Adherence to Apprenticeship programmes
• Maintain a positive, inclusive, and professional working environment.

Operational Excellence

• Manage performance concerns and disciplinary matters
• Champion Atos values and expected behaviours.

Skills & Experience

• Proven experience in managing a team, ideally in a customer service, contact centre, or operational environment.
• Strong people management skills — capable of leading, motivating, and developing junior team members.
• Highly organised, with the ability to manage competing priorities, workloads, and deadlines.
• Excellent interpersonal and communication skills — confident engaging with both team members and senior stakeholders.
• A disciplined approach to management — comfortable setting expectations and managing performance formally and informally.
• Resilient under pressure, with a calm and professional demeanour in a fast-paced environment.
• Eligibility to obtain UK Security Clearance (5 years' continuous UK residency required).
• Participate in stakeholder meetings, service reviews
• Identify and drive continual service improvement initiative
• Compliance with all relevant operational policies and procedures