Senior IT Service Operations Manager (Multi-Supplier)

ARM LIMITED; Reading; On-site; GBP 75,000 - 110,000; Full time

Job summary

ARM Limited in Reading is seeking an experienced Service Operations Manager to own day-to-day service management across a complex, multi-supplier IT environment. You will drive governance, service performance and continuous improvement across Service Desk, End User Compute, regional teams and suppliers.

You will monitor service health and SLA performance, manage operational risk and major incidents, and provide leadership during critical events.

Qualifications

• Proven experience managing Service Operations within a large-scale, complex or multi-supplier environment.
• Strong understanding of ITIL 4 and IT service management best practice.
• Experience managing or overseeing Service Desk and End User Compute services.
• Strong ServiceNow governance, product ownership or managed service experience.
• Experience managing escalations, operational risk and major incidents.
• Excellent stakeholder management and communication skills.
• Experience working within Defence, Government or another security-regulated environment.
• Must hold active SC clearance.

Responsibilities

• Lead daily and weekly operational governance across IT service management activities.
• Coordinate Service Desk, End User Compute, regional teams and suppliers for end-to-end service delivery.
• Monitor service health, SLA performance, risks and recurring issues, taking proactive action.
• Provide leadership during major incidents and critical service events.
• Manage the operational relationship with ServiceNow providers and influence platform priorities.
• Drive improvements across automation, self-service, reporting and efficiency.
• Support service introduction, readiness, early life support and service acceptance.
• Maintain governance, audit readiness and accurate service records.
• Identify opportunities for continual improvement across the wider service operation.

Skills

ITIL 4

ServiceNow

Stakeholder management

Incident management

Service management

Governance

Leadership

Security clearance

Job description

ARM Limited in Reading is seeking an experienced Service Operations Manager to own day-to-day service management across a complex, multi-supplier IT environment. You will drive governance, service performance and continuous improvement across Service Desk, End User Compute, regional teams and suppliers.

You will monitor service health and SLA performance, manage operational risk and major incidents, and provide leadership during critical events.