Operations Manager

Morrison Utility Services Limited.; St. Ives; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading utility services provider in St. Ives is seeking an experienced Operations Manager. The role involves overseeing service desks, managing service delivery, and ensuring customer satisfaction through effective communication and collaboration. Ideal candidates will have strong leadership skills, a background in ITIL and project management, and a commitment to continuous improvement. Competitive benefits and a supportive environment await the right individual.

Benefits

Matched or contributory pension scheme

Online GP service

Employee assistance programme

Life assurance

Discretionary bonus scheme

25 days annual leave plus bank holidays

Qualifications

• Strong leadership skills with a focus on service delivery.
• Experience in ITIL and project management methodologies.
• Knowledge of business continuity processes.

Responsibilities

• Oversee service desks and cyclical maintenance ensuring customer needs.
• Lead the Service Desk Team and drive continual improvement.
• Manage incident/request resolution and operational excellence.

Skills

leadership

strategic planning

service improvement

customer and supplier management

ITIL

Lean Six Sigma

PowerBI

project management

Education

ITIL

Prince2

Agile

business continuity

Job description

Overview

Right across infrastructure, there's a requirement to not only maintain, but also renew and reimagine. Whatever stage you're at in your career; with us you'll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where you'll be working

At M Group Telecom, we're enabling and enhancing telecom networks, playing a lead role in the delivery of our tech enabled future. We deliver full network cycle services for fixed, private and mobile operators. Private networks – We find the best technology, manage assets and refresh systems. With 24/7 network operations, we keep things running smoothly, while operating comprehensive network repair and maintenance to keep everything in top shape.

What you'll be doing

The Operations Manager oversees service desks within the NOC and cyclical maintenance, ensuring customer needs are met through communication, prioritisation, escalation, and resolution. Reporting to the Head of Service Delivery, the role leads the Service Desk Team, drives continual improvement, and collaborates across Managed Services including Field Engineers, PMO, Service Managers, and Third Parties. Responsibilities include SLA/OLA/KPI delivery, incident/request resolution, risk/issue management, supplier reviews, cost control, customer proposals, resource modelling, business continuity, major incident/change management, compliance, reporting, and trend analysis. The role fosters a culture of trust, integrity, safety, and professional standards while ensuring operational excellence and customer satisfaction.

Essential and desirable skills

• leadership
• strategic planning
• service improvement
• customer and supplier management
• ITIL
• Lean Six Sigma
• PowerBI
• project management

Behaviours and values

Behaviours align with MGroup values—responsibility, openness, ambition, and collaboration—demonstrated through adaptability, accountability, ethical conduct, and stakeholder trust.

Qualifications

• leadership
• ITIL
• Prince2
• Agile
• business continuity

Experience

• team management
• service delivery
• facilities and network operations
• customer/supplier relations
• managing growth in fast-paced environments

Employer notes

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We're one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours. We're responsible and go further for our people, clients, communities and the planet. We're open and seek new and better ways of exceeding expectations. We're together and as one team; the whole is greater than the sum of the parts. We're ambitious and embrace opportunity, to lead essential infrastructure services for life.

What's in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include:

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000's of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
• Health Care Cash Plan
• Discretionary bonus scheme
• 25 days annual leave plus bank holidays
• Recommend a friend - get rewarded for introducing people to us

In addition, this role may require 3rd party background checks or drug and alcohol testing as part of the induction and onboarding process where applicable.