Service Operations Command Lead

Computacenter PLC; Warrington; On-site; GBP 70,000 - 95,000; Full time

Job summary

Computacenter PLC is seeking a high-impact operational leader to act as the primary Command Centre representative, directing the response to major incidents and ensuring rapid service restoration and business continuity. You will coordinate cross-functional teams and stakeholders, balancing risk, impact and priorities in a demanding, multi-supplier environment.

The role requires deep ITIL knowledge, experience with ServiceNow and monitoring tools, and the ability to remain calm under pressure

Qualifications

• Active SC clearance and willingness to undergo DV clearance if required.
• Experience in Service Operations, Major Incident Management or similar operational leadership role.
• Strong ITIL knowledge: Incident, Problem and Change Management.
• Experience using ServiceNow and operational monitoring tools.
• Broad understanding of enterprise infrastructure and dependencies.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead the operational response to major incidents, service degradation and high-priority events.
• Coordinate technical teams and stakeholders to restore service and ensure business continuity.
• Assess business impact, operational risk and service priorities to support decision-making.
• Mobilise expertise and resources across Computacenter.
• Provide operational oversight across incidents, risks, changes and emerging issues.
• Support Major Incident Management, Problem Management and Root Cause Analysis activities.
• Work with customer stakeholders and suppliers in a multi-supplier environment.
• Use operational data and monitoring tools to identify opportunities for service improvement.

Skills

Active SC Clearance

Security clearance

Major Incident Management

Service Operations

ITIL

Stakeholder Management

Matrix leadership

SIAM environments

Tools

ServiceNow

Monitoring tools

Event management tools

Job description

within a complex IT environment, combined with a broad understanding of enterprise infrastructure, service management and operational governance.What you'll doActing as Computacenter's primary operational representative within the customer Command Centre.Leading the operational response to major incidents, service degradation and high-priority business events.Coordinating technical teams and stakeholders to ensure effective service restoration and business continuity.Assessing business impact, operational risk and service priorities to support decision-making.Mobilising the appropriate technical expertise, leadership and resources from across Computacenter.Providing operational oversight across incidents, risks, service changes and emerging issues.Supporting Major Incident Management, Problem Management and Root Cause Analysis activities.Working closely with customer stakeholders and suppliers within a multi-supplier operational environment.Using operational data, monitoring tools and
service management platforms to identify opportunities for service improvement.Supporting initiatives to improve operational resilience, service visibility and automation capabilities.What you'll bringYou will demonstrate experience in a senior operational leadership capacity within a complex IT services environment.You should have:Active SC Clearance and be willing to undertake DV clearance should it be required (TBC).Experience in Service Operations, Major Incident Management, Service Management or a similar operational leadership role.Strong understanding of ITIL disciplines including Incident, Problem and Change Management.Experience working with ServiceNow and operational monitoring or event management tools.Broad understanding of enterprise infrastructure, IT services and operational dependencies.Strong stakeholder management and communication skills.Experience operating within multi-supplier or SIAM environments.Excellent prioritisation, analytical and decision-makingcapabilities.The ability to remain calm and effective during high-pressure operational situations.Experience leading and influencing teams through matrix management.Defence, government or other highly regulated environments.Operational Command Centre or Operations Centre environments.Service Integration and Management (SIAM) operating models.Continuous service improvement and operational transformation initiatives. #J-18808-Ljbffr