Service Operations Manager

Procentia; Bristol; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Private Medical Insurance

Life Assurance

Employer pension contribution

Employee Assistance Programme (EAP)

Health care cash plan

Electric Car Leasing (Tusker)

Volunteer day

Job summary

Procentia in Bristol is seeking a Service Operations Manager to establish and develop the Service Operations function, providing governance, visibility and performance oversight across client-facing live services.

You will coordinate delivery with Support, Product, Engineering and others, drive continuous improvement, and coach the Client Services team to deliver a trusted, efficient service.

Qualifications

• Experience leading service operations or delivery teams.
• Proven ability to manage incidents and escalations.
• Experience coordinating across Support, Product, Engineering and IT teams.
• Strong stakeholder management and communication skills.
• Experience with reporting and data analysis in an operations context.

Responsibilities

• Lead operational governance and service management activities, ensuring visibility, accountability and effective control across all client-facing services.
• Act as the primary escalation point for service issues, coordinating cross-functional teams to resolve incidents, manage risks and drive continuous service improvement.
• Oversee client communications relating to service performance, incidents, changes and requests, ensuring transparency and a positive client experience.
• Produce and analyse service performance reports, dashboards and operational insights to support decision-making and service reviews.
• Coordinate delivery activity across Support, Product, Engineering, Professional Services, PMO, IT and Client Management teams, ensuring commitments and dependencies are effectively managed.
• Drive operational excellence through governance frameworks, processes, controls and reporting capabilities.
• Champion service maturity initiatives, including adoption of tools, workflows and best practices that improve efficiency and visibility.
• Lead, coach and develop the Client Services team, fostering a culture of accountability, collaboration, transparency and customer focus.

Skills

Service Operations

Incident management

Service governance

Stakeholder management

Cross-functional coordination

Data reporting

SLA-driven operations

Excel

MS Office Suite

Tools

Ticketing systems

Reporting tools

Job description

About us

Procentia, part of the Brightwell Group, is an award-winning software and technology company specialising in the Pensions and Pension Risk Transfer/Bulk Purchase Annuities market. Established in 2002, the business is renowned for its web-based pensions administration and management system, IntelliPen.

Procentia's products and solutions help pension schemes and administrators of all types and sizes manage exceptional volumes of data, meet the demand for self-serve technology, and provide meaningful, consumer-like experiences that users expect from modern online financial platforms while minimising the need for administrator intervention and involvement.

With offices in the UK and North America, Procentia supports some of the largest pension schemes, insurers and retirement plans across the private and public sectors, including BP, British Airways Pension Scheme, BTPS, Chicago Transit Authority, Legal & General Retirement America, Retirement System City of Detroit, Rolls-Royce, Royal London, and Universities Superannuation Scheme.

The Service Operations Manager is responsible for supporting the establishment and development of Procentia's Service Operations function, providing coordination, governance, visibility and performance oversight across client-facing live services. Working closely with the Group Head of Client Services & Support, the role acts as a central coordination point for live client service activity, helping to ensure issues, risks, escalations and dependencies are visible, actively progressed and effectively communicated across the business.

Here’s what you’ll be doing:

• Lead operational governance and service management activities, ensuring visibility, accountability and effective control across all client-facing services.
• Act as the primary escalation point for service issues, coordinating cross-functional teams to resolve incidents, manage risks and drive continuous service improvement.
• Oversee client communications relating to service performance, incidents, changes and requests, ensuring transparency and a positive client experience.
• Produce and analyse service performance reports, dashboards and operational insights to support decision-making and service reviews.
• Coordinate delivery activity across Support, Product, Engineering, Professional Services, PMO, IT and Client Management teams, ensuring commitments and dependencies are effectively managed.
• Drive operational excellence through the development and enhancement of governance frameworks, processes, controls and reporting capabilities.
• Champion service maturity initiatives, including the adoption of tools, workflows and best practices that improve efficiency and visibility.
• Lead, coach and develop the Client Services team, fostering a culture of accountability, collaboration, transparency and customer focus.

Key skills and experience:

• Service Operations, Service Management or Service Delivery leadership experience.
• Strong experience managing incidents, escalations and service governance.
• Experience working across multiple technical and operational teams.
• Strong stakeholder management capabilities.
• Reporting and data analysis experience.
• Proven track record of service improvement delivery.
• Experience using ticket management systems & reporting
• Strong written and verbal communication skills
• High attention to detail and accuracy
• Comfortable working in an SLA-driven environment
• Microsoft Office, specifically Excel
• Microsoft - full Suite
• Calm and controlled when handling incidents

Let’s talk about what's in it for you...

• 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
• Buying and Selling holiday (up to 1 week)
• Volunteer day
• 5% Employer contribution pension
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme (EAP)
• Health care cash plan
• Tusker - Electric Car Leasing scheme

Don’t meet every requirement?

We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we're committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn't align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.