Service Desk Operations Manager

Radius Consultancy; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading consultancy is seeking a Service Operations Manager for a data centre in East London. This role involves overseeing service desk operations, ensuring SLAs are met, and instilling a culture of continuous improvement. Candidates should have strong experience in IT service management and team leadership in a high-pressure environment.

Qualifications

• Proven experience in managing IT service desk operations in a data centre.
• Strong knowledge of ITIL frameworks and process implementation.
• Experience leading a 24x7 service desk in a high-pressure environment.

Responsibilities

• Oversee day-to-day operations of the service desk, ensuring SLA compliance.
• Act as an escalation point for critical issues requiring immediate resolution.
• Monitor and report on key performance metrics and customer satisfaction.

Skills

Leadership

ITIL

Team Management

Communication

Incident Management

Job description

Radius is recruiting for a Talented and experienced Service Operations Manager for our Datacentre client based in East London.

Assist the Senior Service Operations Manager in delivering the strategy for the 24x7 Service Operations function, supporting strategic initiatives and embedding a culture of continuous improvement through the function

Oversee the day-to-day operations of the service desk, ensuring all tickets and incidents are managed effectively and in accordance with SLAs and relevant policies and procedures.

Act as the escalation point for critical issues or incidents that require immediate attention and resolution. Ensure effective communication with relevant stakeholders within the business and customers as appropriate. Monitor and report on key performance metrics, response times, resolution times, ticket volumes, customer satisfaction

Incident & Problem Management:

To maintain ongoing ownership of all incidents and facilitate the communication of incident updates to customers provided by the support teams.

Ensure the prompt resolution of incidents, minimising service disruption and downtime within the data centre.

Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.

Strong knowledge of IT service management frameworks, such as ITIL, and experience implementing ITIL processes.

Experience managing a 24x7 service desk or support team in a high-pressure environment.

Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.