Operations Team Leader

Service Express; Bedford; On-site; GBP 46,000 - 56,000; Full time

Job summary

A leading operations management company in Bedford is seeking Operations Team Leaders to guide a team of Analysts in a 24/7 Command Centre. The ideal candidates will have proven leadership experience in technical environments, particularly with IBMi systems. This role promotes operational excellence, team development, and a collaborative culture. Competitive salary of £46,000–£56,000 plus benefits, including generous holiday and training opportunities.

Benefits

£46,000–£56,000 salary

24.5 days holiday

Private medical insurance

Paid volunteer hours

Free onsite parking

Qualifications

• Demonstrated experience leading technical teams in a 24/7 support environment.
• Familiarity with ITSM / ITIL practices.
• Ability to engage with both technical and non-technical stakeholders.

Responsibilities

• Lead, mentor, and inspire a team of Operations Analysts.
• Oversee daily operations, ensuring efficient incident resolution.
• Collaborate across IT, delivery, and support teams.

Skills

Proven Leadership

Strong Communication

Data-Driven Decision Making

Adaptability

Technical Acumen

Tools

IBMi (iSeries)

Intel platforms

Job description

Details

Are you a natural leader with a passion for operational excellence and team development? We’re looking for four Operations Team Leaders to guide our 24 / 7 Operations Analysts, ensuring seamless service delivery with a strong focus on IBMi systems. This is a new role where you’ll be the driving force behind shift performance, service quality, and continuous improvement.

At Service Express, our Operations Team Leaders are at the heart of our 24 / 7 Command Centre in Bedford, making sure our systems run smoothly, our teams are supported, and our customers receive exceptional support. If you have proven leadership experience in a technical environment—especially with iSeries or Intel platforms—you’ll thrive here. We offer structured development, exposure to a wide range of technologies, and a collaborative team culture where your leadership makes a real impact. This isn’t just another shift‑based role—it’s a platform to lead, innovate, and grow.

What You’ll Be Doing :

• Lead, mentor, and inspire a team of Operations Analysts
• Build strong relationships across the business and invest in training and upskilling your team to ensure continuous growth and capability development
• Oversee daily operations, ensuring efficient incident resolution and proactive monitoring
• Act as the go‑to escalation point for complex technical and operational issues
• Maintain service excellence by meeting SLAs and driving performance improvements
• Collaborate across IT, delivery, and support teams to enhance service delivery
• Manage shift scheduling and ensure balanced workloads and development opportunities
• Drive incident management, root cause analysis, and preventive actions
• Support integration of new technologies and processes into operations.

What Makes This Opportunity Special :

• Rotating Shift Schedule (4 days on from 7am‑7pm / 4 off / 4 nights on from 7pm‑7am / 4 off) : Loved by many on the team for its predictability and generous downtime. You’ll always know your rotation a year in advance, which means you could book 4 days of holiday along with your 4 days not on the schedule for a total of 12 days off
• Lead with Impact : You’ll play a key role in shaping the performance and culture of a 24 / 7 operations team, directly influencing service quality and customer satisfaction
• Continuous Development : We’re committed to your growth—offering leadership development, technical training, and opportunities to expand your expertise across technologies
• Collaborative Culture : Join a supportive, people‑first environment where teamwork, trust, and open communication are at the heart of everything we do
• Visible Leadership : Your contributions won’t go unnoticed—you’ll work closely with senior leaders and cross‑functional teams, making a real difference every day.

You’ll Thrive in This Role If You Have :

• Proven Leadership : Demonstrated experience leading technical teams in a 24 / 7 support environment, with a focus on coaching, mentoring, and performance management
• Strategic Thinking : A results‑driven mindset with the ability to set ambitious goals, prioritize effectively, and align team efforts with broader business objectives
• Technical Acumen : Familiarity with IBMi (iSeries) and / or Intel platforms, along with a solid understanding of ITSM / ITIL practices
• Strong Communication : Ability to engage confidently with both technical and non‑technical stakeholders, building trust and fostering collaboration across teams
• Data‑Driven Decision Making : Skilled in analyzing operational metrics to identify trends, drive improvements, and support innovation
• Adaptability : Comfortable navigating change and evolving business needs, including out‑of‑hours responsibilities
• People‑First Leadership : Background in building strong relationships, investing in team development, and creating an environment where individuals feel valued and empowered
• Integrity & Accountability : Known for leading by example with honesty, transparency, and a commitment to continuous self‑development

What You’ll Get from Us

• £46,000–£56,000 (which consists of £40,000–£50,000 basic depending on experience + £6,000 shift allowance)
• 24.5 days holiday + the option to buy more
• Paid volunteer hours to support causes you care about
• Private medical insurance, life assurance & wellbeing resources
• Free onsite parking
• A fun, fast‑paced workplace where you’re encouraged to grow and explore