Service Operations Lead

Service Care Solutions; England; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

Working from home allowance

Health cash plan

Employee assistance programme

Enhanced sickness and family leave

Annual volunteering day

Length of service bonus

Pension options

Job summary

Service Care Solutions is recruiting a Service Operations Lead for a leading UK digital mental health provider. You will oversee day to day service operations, incident and service request management to keep patients and clinicians connected with a reliable platform.

You'll lead a service team, manage an on-call rota, drive automation and self-service tooling, and produce ongoing service reports with continuous improvement recommendations. This is a fully remote UK role.

Qualifications

• Proven experience leading IT service operations or a service desk.
• Strong knowledge of ITIL and incident, problem and change management.
• Experience with automation, scripting and Atlassian tools.
• Excellent customer service and leadership skills.
• Healthcare or regulated sector experience desirable.
• Must reside in the UK.

Responsibilities

• Lead day to day service operations, incident and service request management.
• Ensure delivery against agreed service levels.
• Manage and develop the service team, including a shared on call rota.
• Drive automation, self service tools and workflow improvements.
• Produce service reporting and recommend continuous improvements.
• Coordinate with engineering and security teams on major incidents.

Skills

ITIL knowledge

Incident management

Change management

Automation

Scripting

Atlassian tools

Leadership

Customer service

Tools

Atlassian tools

Job description

Service Operations Lead | £70,000 | Remote UK | Permanent Description Service Care Solutions is recruiting a Service Operations Lead for a leading UK digital mental health provider. You will oversee day to day service operations, keeping systems running smoothly and ensuring incidents and requests are resolved quickly so patients and clinicians can rely on the platform. Service Care Solutions is handling this search, and the role is fully remote.

Responsibilities

• Lead day to day service operations, incident and service request management
• Ensure delivery against agreed service levels
• Manage and develop the service team, including a shared on call rota
• Drive automation, self service tools and workflow improvements
• Produce service reporting and recommend continuous improvements
• Coordinate with engineering and security teams on major incidents

Requirements

• Proven experience leading IT service operations or a service desk
• Strong knowledge of ITIL and incident, problem and change management
• Experience with automation, scripting and Atlassian tools
• Excellent customer service and leadership skills
• Healthcare or regulated sector experience desirable
• Must reside in the UK

Benefits

• Working from home allowance, health cash plan, employee assistance programme, enhanced sickness and family leave, annual volunteering day, length of service bonus and pension options. Service Care Solutions can share the full package on request.