Senior Technical Operations Service Manager

National Foundation for Educational Research (NFER); Slough; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Inclusive culture

Skills development

Flexible working

Education sector impact

Job summary

National Foundation for Educational Research (NFER) is hiring a Technical Operations Service Manager to lead service delivery, strengthen support operations and improve customer experience. The role oversees service desk operations, escalation handling, and ITIL-aligned processes to meet contractual commitments.

The position is hybrid in the UK, with 1 day in the office per week at The Mere, Upton; 28 hours per week for 0.8 FTE is available, and the org highlights generous leave, pension

Qualifications

• Proven experience in Service Delivery, Service Desk Management or Technical Operations leadership.
• Strong track record delivering services against SLAs and commitments.
• Excellent stakeholder and customer relationship management.
• Experience with ITIL service management practices and their practical application.
• Experience leading and developing operational support teams.
• ITIL v4 Managing Professional certification or equivalent.

Responsibilities

• Managing service delivery against SLAs, KPIs and contractual commitments.
• Designing, implementing and managing internal and customer-facing service desk operations.
• Building strong relationships with clients, project teams, suppliers and other key stakeholders.
• Leading and developing a high-performing, customer-focused support team.
• Acting as the escalation point for service issues and operational risks.
• Using service performance data to drive continual improvement and enhance customer experience.
• Embedding ITIL-based Incident, Problem, Change and Service Level Management processes.

Skills

Service Delivery

Service Desk Management

ITIL

Stakeholder Management

Operational Leadership

Education

ITIL v4 Managing Professional certification or equivalent

Tools

ITIL tooling

Job description

National Foundation for Educational Research (NFER) is hiring a Technical Operations Service Manager to lead service delivery, strengthen support operations and improve customer experience. The role oversees service desk operations, escalation handling, and ITIL-aligned processes to meet contractual commitments.

The position is hybrid in the UK, with 1 day in the office per week at The Mere, Upton; 28 hours per week for 0.8 FTE is available, and the org highlights generous leave, pension