Operations Manager

Jobtailor; East Midlands; On-site; GBP 60,000 - 85,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking a leader to drive operational delivery for onsite and field services. You will manage and coach team leaders, build strong customer relationships, and use data to improve service quality and efficiency.

You will own escalations, support regional changes, and ensure compliant performance across sites, with travel as needed to meet regional needs.

Qualifications

• Strong leadership and people management experience, including experience managing managers or team leaders.
• IT operations/managed services or field service delivery background in enterprise IT.
• Experience delivering against SLAs and KPIs with improving service performance and customer experience.
• Excellent stakeholder management skills in a matrix environment.
• Strong organisational skills with prioritisation and escalation management.
• Experience using reporting and data to drive improvements.
• Knowledge of ITIL principles and MS Office/reporting tools.
• Clear English communication; willing to travel regularly across sites in region.

Responsibilities

• Lead the operational delivery of onsite and field services, ensuring services meet SLAs, KPIs and customer expectations.
• Manage, coach and support Team Leaders, helping them develop their leadership capability and deliver strong outcomes through their teams.
• Build trusted relationships with customers, partners and internal stakeholders, acting as a key point of contact for service performance, escalations and improvements.
• Use data, reporting and local insight to identify opportunities to improve service quality, efficiency and customer satisfaction.
• Take ownership of escalations and operational issues, bringing the right people together quickly to resolve challenges and keep stakeholders informed.
• Support change activity across your region, ensuring approved changes are delivered effectively and any risks or impacts are clearly communicated.
• Oversee resource planning, performance management, employee engagement, wellbeing and compliance with internal processes.
• Contribute to a strong management community by sharing knowledge, lessons learned and best practice across teams and services.

Skills

Leadership

People management

IT operations

Field service delivery

SLA delivery

Stakeholder management

ITIL knowledge

English communication

Travel flexibility

Tools

Microsoft Office

Reporting Tools

Job description

Lead the operational delivery of onsite and field services, ensuring services meet agreed SLAs, KPIs and customer expectations.

Manage, coach and support Team Leaders, helping them develop their leadership capability and deliver strong outcomes through their teams.

Build trusted relationships with customers, partners and internal stakeholders, acting as a key point of contact for service performance, escalations and improvements.

Use data, reporting and local insight to identify opportunities to improve service quality, efficiency and customer satisfaction.

Take ownership of escalations and operational issues, bringing the right people together quickly to resolve challenges and keep stakeholders informed.

Support change activity across your region, ensuring approved changes are delivered effectively and any risks or impacts are clearly communicated.

Oversee resource planning, performance management, employee engagement, wellbeing and compliance with internal processes.

Contribute to a strong management community by sharing knowledge, lessons learned and best practice across teams and services.

Requirements

• Strong leadership and people management experience, including experience managing managers or team leaders.
• A proven background in IT operations, managed services or field service delivery, with a good understanding of enterprise IT environments.
• Experience delivering against SLAs and KPIs, with a track record of improving service performance, processes and customer experience.
• Excellent stakeholder management skills, with the confidence to build relationships in a matrix environment.
• Strong organisational skills and the ability to prioritise, make decisions and manage escalations with urgency and clarity.
• Experience using reporting, data and insight to drive operational improvements.
• Good knowledge of ITIL principles and strong Microsoft Office/reporting tool skills.
• Clear communication skills in English and the flexibility to travel regularly across sites within your region.

Core Competencies

Demonstrates strong leadership and people management capabilities, with a proven background in IT operations and field service delivery. Utilizes data-driven insights to enhance service quality and customer satisfaction while effectively managing stakeholder relationships.

Highest-signal resume keywords

• Leadership Experience
• IT Operations Management
• SLA and KPI Delivery
• Stakeholder Management
• ITIL Principles Knowledge

ATS Optimization Keywords

Hard Skills

• IT Operations
• Field Service Delivery
• Service Performance ImprovementData Analysis
• Reporting Skills

Soft Skills

• Coaching and Mentoring
• Organizational Skills
• Clear Communication
• Decision Making
• Relationship Building

Industry Keywords

• Managed Services
• Enterprise IT
• Customer Satisfaction
• Operational Delivery
• Resource Planning

Tools & Technologies

• Microsoft Office
• Reporting Tools