Service Operations Lead – Performance & Automation

Arqiva; Emley Moor; Hybrid; GBP 33,000 - 54,000; Full time

Benefits offered by this job

Salary up to £54k

Bonus 10%

Shift allowance 20%

Hybrid working

Pension 6-10%

Wellbeing programme

Learning platforms

Employee networks

Brand discounts

Job summary

Arqiva is seeking a Service Operations Manager to lead a service operations team across one or more products, ensuring end-to-end performance and continual improvement. Based at Emley Moor with shift-based hours, you will balance night/OOH coverage where needed.

You will engage with customers and suppliers, manage risks, and drive automation while developing your team and delivering against business goals. The role offers a hybrid working culture and a comprehensive benefits package.

Qualifications

• Substantial experience in service operations, customer service, or a related field, with a focus on automation and telemetry.
• Ability to manage complex service environments and third-party relationships.
• Proven ability to manage and develop high-performing teams.
• Proven experience leading operational teams within a complex service environment
• Experience of influencing at a peer level stakeholders, customer relationships and third-party suppliers

Responsibilities

• Manage day-to-day operational performance across one or more service portfolios, including nights/OOH where required.
• Engage with customers, suppliers and senior stakeholders to resolve escalations or improve operational performance.
• Ensure service risks are identified, managed and mitigated appropriately.
• Recommend process improvements and automation initiatives to improve operational performance.
• Monitor and report on operational performance using relevant data to drive improvement.
• Provide technical guidance to resolve technically complex incidents, including leading major incident response.
• Model Arqiva’s culture, develop the team, and deliver sustainable results.
• Foster cross-functional collaboration and transparent communications across the business.

Skills

Incident leadership

Stakeholder communication

Relationship management

Leadership

Operational analytics

Education

Degree or equivalent

Job description

Arqiva is seeking a Service Operations Manager to lead a service operations team across one or more products, ensuring end-to-end performance and continual improvement. Based at Emley Moor with shift-based hours, you will balance night/OOH coverage where needed.

You will engage with customers and suppliers, manage risks, and drive automation while developing your team and delivering against business goals. The role offers a hybrid working culture and a comprehensive benefits package.