Operations Manager - Services

Connect; City Of London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Connect is seeking an Operations Manager to lead a team of senior leads and technical engineers delivering 24/7 customer support. You will drive SLA delivery, performance reviews, and resource planning, while ensuring training and accreditation requirements are met.

You will run KPI driven reporting, support on-call rotations, and liaise with vendor and portfolio teams to improve processes. The role emphasizes collaboration, escalation handling, and delivering reliable service across managed

Qualifications

• Experience managing remote/onsite support teams.
• Experience with IT service management and KPI reporting.
• Ability to manage stakeholders and escalations.
• ITIL Foundation or above preferred.
• Knowledge of vendor partnerships and QBRs.

Responsibilities

• Manage, develop and mentor Senior Leads within the Services department.
• Undertake proactive activities such as checking/monitoring of the service desk function.
• Be part of the Management On-Call Rota.
• Be a point of contact/escalation and understand work practices for the Service Desk team managing Customers in line with contracted SLA’s.
• Join major incident calls where required as an escalation point.
• Encourage collaborative working within the team to identify issues promptly.
• Ensure problems are identified, logged, and resolved to improve efficiencies and customer experience.
• Develop and maintain support procedures based on best practice, industry standards and ITIL practices and ensure these are followed.
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
• Works with Vendor Management and the Portfolio team to assist in vendor partnerships/QBRs.
• Use a continual improvement process to ensure maximum efficiencies with the processes and procedures within the Operations Department and share accordingly annually as a minimum and document risk/issues.
• Use and develop our monitoring tools to reduce incidents and identify problems.
• Develop daily, weekly and monthly reports on support desk team’s productivity.
• Be an escalation point for case management within the team.
• Utilise technology to automate processes to improve case handling.
• Perform 121’s with the team, identifying KPIs for the team linked to the GTM strategy and monitor accordingly.
• Perform regular team meetings to communicate key information to the teams and feedback to Leadership where required.
• Manage and approve holidays, on-call/Standby , expenses and overtime for the teams.
• Undertake utilisation activities to confirm skill set gaps, additional staffing requirements based on the strategical direction from the leadership team.
• Provide board report statistics to the Managed Services Director relating to your team and function on a monthly basis.
• Assist in CSAT and NPS where required.
• Aid Service Management team for analysis of historical data at a high level – responsibility of the reviews will be under the service management remit.

Skills

Team leadership

Remote team management

Service desk management

Stakeholder management

ITIL v3/4

Vendor management

KPI tracking and reporting

Strong communication

Education

Bachelor's degree or equivalent preferred

A-level/Matric

Tools

ServiceNow

Monitoring/Reporting tools

Job description

ROLE PURPOSE

The Operations Manager is responsible for managing a team of senior leads, and ultimately responsible for technical engineers supporting our customer base 24 hours a day 7 days a week. Working alongside the other Operations Managers, the operations manager is responsible for ensuring we meet and exceed our contracted SLA’s. The role will focus on the technical side of support, ensuring our staff have the correct training and experience to perform their daily activities and to meet supplier accreditation levels. You will be responsible for the performance of the team with regular performance reviews, setting and measuring success with the aid of KPI’s. You will also be responsible for the resource levels of the team and future recruitment in line with demand. The role also focuses upon utilisation reporting and analysis feeding back to senior leadership and advising on actions to be taken and act as the top level escalation point for strategic customers. Communication is key to the success of the team so you will be responsible for ensuring the teams are meeting on a regular basis and that team/department collaboration takes place where required.

KEY INTERFACES

• Vendor Management
• Portfolio Team
• Service Desk Team
• Managed Services Director
• Operations Managers
• Senior Leads
• 2nd/3rd Line Support Teams
• Project Management
• PS Teams

RESPONSIBILITIES

• Manage, develop and mentor Senior Leads within the Services department
• Undertake proactive activities such as checking/monitoring of the service desk function
• Be part of the Management On-Call Rota
• Be a point of contact/escalation and understand work practices for the Service Desk team managing Customers in line with contracted SLA’s
• Join major incident calls where required as an escalation point
• Encourage collaborative working within the team to identify issues promptly
• Ensure problems are identified, logged, and resolved to improve efficiencies and customer experience
• Develop and maintain support procedures based on best practice, industry standards and ITIL practices and ensure these are followed
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Works with Vendor Management and the Portfolio team to assist in vendor partnerships/QBRs
• Use a continual improvement process to ensure maximum efficiencies with the processes and procedures within the Operations Department and share accordingly annually as a minimum and document risk/issues
• Use and develop our monitoring tools to reduce incidents and identify problems
• Develop daily, weekly and monthly reports on support desk team’s productivity
• Be an escalation point for case management within the team
• Utilise technology to automate processes to improve case handling
• Perform 121’s with the team, identifying KPIs for the team linked to the GTM strategy and monitor accordingly
• Perform regular team meetings to communicate key information to the teams and feedback to Leadership where required
• Manage and approve holidays, on-call/Standby , expenses and overtime for the teams
• Undertake utilisation activities to confirm skill set gaps, additional staffing requirements based on the strategical direction from the leadership team
• Provide board report statistics to the Managed Services Director relating to your team and function on a monthly basis
• Assist in CSAT and NPS where required
• Aid Service Management team for analysis of historical data at a high level – responsibility of the reviews will be under the service management remit

KEY SKILLS & EXPERIENCE

• Educated to A-level/Matric minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant, and proven Industry experience would be accepted
• 3-4 years’ experience manging remote teams
• 3-4 years’ experience of managing technical support teams
• Experience in managing support teams that cross resource (pool) with PS teams.
• A history of working in the service industry with a focus on customer service
• ITIL v3/4 Foundation or above is desired
• Ability to manage key stakeholders
• Knowledge of ServiceNow or other workflow-based support systems

KEY COMPETENCIES

• Proven team building and collaborative problem-solving skills
• Ability to take ownership of an issue and manage to resolution
• Ability to work and communicate with technical and non-technical staff\/customers
• Leadership, coaching & development of team members
• Logical Thinking
• Relationship Building and Maintenance
• Decision Making Ability
• High computer literacy and ability to learn new software
• Inspiring Communicator
• Strategic Thinker
• Highly Organised
• Growth Mindset