Service Operations Manager

Rexel; Birmingham; On-site; GBP 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Operations Manager to lead its IT Services operations. This pivotal role focuses on ensuring the reliability of IT systems while managing 1st and 2nd Line Support teams. The ideal candidate will have a strong background in IT Service Management and vendor collaboration, with excellent communication skills to engage stakeholders effectively. This role offers a dynamic environment where you can drive continuous improvement and service excellence, making a significant impact on the organization's success. Join a company that values diversity and empowers its workforce to thrive.

Benefits

Performance related bonus scheme

25 days annual leave plus bank holidays

Private medical insurance

Agile working opportunities

Extensive learning and development opportunities

Opportunity to buy and sell annual leave

Additional day's holiday for your birthday

Health and wellbeing support programme

Rewards for long service milestones

Staff discount on webshop

Qualifications

• Proven experience in Service Operations Management.
• Strong background in IT support and vendor management.

Responsibilities

• Lead 1st and 2nd Line Support teams, ensuring service level monitoring.
• Manage incidents and collaborate with vendors to meet SLAs.

Skills

IT Service Management

Vendor Management

Incident Management

Change Management

Problem-Solving

Communication Skills

Collaboration

Education

Bachelor's Degree in IT or related field

Tools

ITSM Toolset (Ivanti Neurons)

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

We are seeking an experienced Service Operations Manager to oversee the day-to-day operations of our IT Services.

This pivotal role will ensure the availability and reliability of all IT systems while setting the direction for our 1st and 2nd Line Support functions.

If you are passionate about service excellence and have a proven track record in IT operations management, we want to hear from you!

Benefits of a career with Rexel:

• Performance related bonus scheme
• 25 days annual leave plus bank holidays - with more for long service
• Private medical insurance
• Competitive enhanced family leave benefits
• Agile working opportunities
• Extensive learning and development opportunities from day one
• Opportunity to buy and sell annual leave
• An additional day's holiday for your birthday after completing one year of service
• A comprehensive health and wellbeing support programme
• Fantastic rewards for long service key milestones
• Staff discount on our webshop!

Key focus areas:

• Direct Management: Lead the 1st and 2nd Line Support teams, focusing on resource management, service level monitoring, and maintaining key performance indicators.
• Incident Management: Manage both standard and major incidents effectively, ensuring timely communication, root cause analysis, and preventive actions.
• Leadership and Coaching: Provide feedback and support to team members through performance management practices, fostering skill development and continuous improvement.
• Monitoring and Reporting: Measure the effectiveness of IT services using the ITSM Toolset (Ivanti Neurons), focusing on customer satisfaction and productivity.
• Vendor Management: Collaborate with third-party vendors to ensure service level agreements (SLAs) are met and proactively managed.
• Financial Oversight: Monitor IT expenditure, identify cost-saving opportunities, and manage changes impacting service operations costs.
• Change Management: Lead IT change initiatives, aligning them with organizational objectives and promoting a culture of continuous improvement.
• Documentation: Maintain comprehensive documentation of processes and procedures to ensure knowledge transfer and service continuity.
• Asset Management: Oversee joiners, movers, leavers, client hardware and software processes, software licensing controls, and compliance auditing.

About you:

To be successful in this role, you will need proven experience in a related field, which provides a solid foundation for understanding the complexities of IT services. You will need experience in Service Operations Management, demonstrating a deep understanding of the intricacies involved in delivering high-quality IT support.

Your expertise with IT Service Management Toolsets will be crucial, as you will leverage these tools to enhance service delivery and performance. A strong background in managing third-party vendors and service providers is essential, as collaboration with external partners is a key aspect of this role.

Excellent communication and interpersonal skills are vital, enabling you to effectively engage with stakeholders at all levels and foster strong relationships. You should possess strong problem-solving abilities and a proactive approach to challenges, allowing you to navigate obstacles and drive continuous improvement.

Additionally, negotiation and conflict resolution skills will empower you to address issues effectively and maintain positive working relationships.

Behaviours set for success:

• Collaboration: Build partnerships and work collaboratively to meet shared objectives.
• Accountability: Take action and address obstacles to meet commitments.
• Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
• Results Driven: Consistently achieve results, even under tough circumstances.

At Rexel, we welcome people from all backgrounds with diverse perspectives and experiences.

Our goal is to create a workplace where everyone feels respected and empowered to succeed as we understand that our success and innovation is enhanced by an inclusive and diverse workforce.