Service Operations Manager

Softcat; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading IT services company is seeking a Service Operations Manager to enhance internal technology service delivery. This role requires significant experience in managing IT service teams and a strong grounding in ITIL principles. The position offers flexible working patterns, including hybrid options and the chance to work in a supportive environment focused on continuous improvement. You will be responsible for ensuring service excellence and accountability across IT services.

Benefits

Hybrid working

Flexible hours

Support for disabilities

Qualifications

• Significant experience leading IT service teams.
• Strong grounding in ITIL service management.
• Proven ability to take accountability and ownership for service outcomes.
• Skilled at influencing stakeholders.

Responsibilities

• Own & lead the Service Operations function.
• Ensure consistent achievements of SLAs, KPIs & OLAs.
• Drive continual service improvement programmes.
• Partner with senior stakeholders to align IT services.

Skills

Leadership

ITIL Service Management

Stakeholder Management

Customer-Centric Mindset

Job description

Overview

Would you like to kick start your career in a supportive, collaborative and innovative company? Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? Join our IT Operations Team. At Softcat, our Internal Technology Team plays a pivotal role in enabling our people to work smarter, collaborate effectively, and drive meaningful results. From managing digital workspaces and hybrid platforms to maintaining secure, reliable connectivity, the team provides the technology foundation that supports our employees wherever and however they work.

Your role

We are seeking a dynamic Service Operations Manager to lead and evolve how internal technology services are delivered across our business. This is a pivotal role owning the end-to-end internal technology service delivery, across all teams and touchpoints. You will ensure that every part of the service experience, whether directly managed by your teams or delivered by other internal technology teams, is reliable, well-governed, and continually improving. You will be accountable for the full lifecycle and performance of technology services delivered to the business, and influencing how the wider internal technology team engages the business. If you're passionate about turning support into a strategic enabler and taking full ownership of service excellence across the organization, this is the role for you.

As Service Operations Manager, you'll be responsible for:

• Service Leadership & Availability: Own & lead the Service Operations function, covering Service Desk, IT Service Management, and service delivery governance.
• Governance & Performance: Ensure consistent achievements of SLA's, KPI's & OLA's across all IT.
• Strategic Growth & Service Improvement: Drive continual service improvement (CSI) programmes across the internal technology functions.
• Stakeholder & Vendor Engagement: Partner with senior stakeholders to ensure IT services align with evolving business needs.
• Team Leadership & Development: Inspire, coach and develop your team to grow capability and careers.

Please see attached job description for further responsibilities.

We'd love you to have

• Significant experience leading IT service teams, preferably managing managers and team leaders.
• Strong grounding in ITIL service management and operational best practice.
• Proven ability to take accountability and ownership for service outcomes, with a track record of driving measurable improvements.
• Skilled at influencing stakeholders and teams outside of your direct line management, ensuring alignment and collaboration across functions.
• A customer-centric mindset with the ability to translate IT performance into meaningful business outcomes.

We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Hybrid working
• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/

Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.