Service Operations Lead — Incident & Production Support

Honda Motor Europe; Bracknell; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Honda Bracknell is seeking a Service Operations Specialist to lead day-to-day operations for Service Operations, supporting HFE core systems and interfaces. The role focuses on maintaining production services, allocating work, managing capacity, and ensuring incidents, service requests, BAU tasks, and defects progress efficiently.

The role also coordinates with core banking system suppliers and external providers, ensuring issues are understood, prioritised, tracked, and communicated to

Qualifications

• Excellent interpersonal and communication skills, able to explain technical issues to business users.
• Strong understanding of business needs and customer trust.
• Motivate a team and apply skills to solve problems.
• Plan, allocate and prioritise workloads across a small team.
• Collaborate with team and present information to management at various levels.
• Proficient with Microsoft Office (Word, Teams, Excel).
• Able to work independently with strong delivery and quality focus.
• ITIL qualification and experience is desirable.
• Experience in a service desk or applications support role, preferably in financial services, automotive, or consulting.
• Experience with operational reporting (KPIs, SLAs) and data-driven prioritisation.

Responsibilities

• Allocate and prioritise work across the team based on business criticality and capacity.
• Remove blockers and manage day-to-day escalations to keep work moving.
• Manage team capacity, coverage and workload balancing for timely delivery.
• Oversee production support to ensure incidents and requests are resolved and service stability maintained.
• Own queues and backlogs, including ageing and escalation to meet service expectations.
• Coordinate BAU tasks supporting core systems and business teams.
• Manage production support with third-party providers for core banking systems.
• Maintain effective relationships with internal Honda teams for timely issue handling.
• Translate technical information into clear business impact for stakeholders.
• Review and improve support processes to keep them current and practical.
• Lead improvement initiatives and encourage standardisation and automation.

Skills

Interpersonal skills

Business acumen

Team leadership

Workload planning

Collaboration

MS Office

Self-motivation

ITIL (desirable)

Service desk experience

KPIs & SLAs reporting

Job description

Honda Bracknell is seeking a Service Operations Specialist to lead day-to-day operations for Service Operations, supporting HFE core systems and interfaces. The role focuses on maintaining production services, allocating work, managing capacity, and ensuring incidents, service requests, BAU tasks, and defects progress efficiently.

The role also coordinates with core banking system suppliers and external providers, ensuring issues are understood, prioritised, tracked, and communicated to