Service Operations Manager

Verus Recruitment; England; On-site; GBP 40,000 - 50,000; Full time

Job summary

A recruitment agency is looking for a Service Operations Manager in Sheffield. This pivotal role requires overseeing the service desk operations and leading a dedicated team to ensure high standards of customer service. The ideal candidate will have experience in managed services, possess strong leadership skills, and be able to manage performance effectively. This role offers a salary between £40,000 and £50,000, focusing on personal development within a collaborative environment.

Benefits

Strong investment in personal development

Free parking

Regular team meetings

Social events

Qualifications

• Experience in an MSP or IT managed services environment.
• Strong understanding of a service desk operations.
• Proven ability to lead people and drive improvement.

Responsibilities

• Overseeing daily running of the service desk.
• Managing service desk staff performance.
• Acting as escalation point for service issues.

Skills

Operational leadership

Team leadership

Customer experience management

Performance management

Analytical skills

Communication skills

Job description

Job Title: Service Operations Manager
Location: Sheffield
Salary: £40,000 to £50,000 depending on experience
Contract: Full-time, permanent
Hours: Monday to Friday

If you enjoy running the day-to-day operation of an IT service function and keeping things moving in a busy MSP environment, this could be a great fit.

We are supporting a growing managed services provider in Sheffield who are looking for a Service Operations Manager to take ownership of how their service function performs. You'll be the person who keeps the service desk working effectively, ensures operational standards are met, and acts as a steady point of contact for both the team and customers.

This is a hands‑on operational role, not a distant management position. You'll be involved in the detail day-to-day, while also improving how the service runs, guiding the team, and supporting escalations. If you like the mix of overseeing people, process and customer experience, this will suit you.

What you'll be doing

Operational leadership

• Overseeing the daily running of the service desk and wider service operation.
• Making sure SLAs, KPIs and quality standards are consistently met.
• Coordinating workload, prioritising tickets and ensuring efficient workflow.
• Reviewing processes and implementing improvements to enhance service delivery.
• Monitoring trends, identifying recurring issues and recommending fixes.
• Supporting colleagues across technical teams, projects and management.

Team leadership

• Managing service desk staff including holidays, absence, timesheets and performance.
• Holding regular one-to‑ones and development conversations.
• Coaching engineers on technical approach, communication and customer handling.
• Supporting recruitment and helping new team members settle into the role.
• Creating a positive team culture built on support, communication and accountability.

Customer experience and escalation handling

• Acting as the escalation point for service issues that need management involvement.
• Keeping customers informed, reassured and updated during major incidents.
• Making sure customers receive a consistent, high quality service.
• Maintaining calm and clarity when dealing with time sensitive issues.

What we're looking for

• Experience in an MSP or IT managed services environment.
• Strong understanding of how a service desk operates day-to-day.
• Proven ability to lead people, manage performance and drive improvement.
• Comfortable owning SLAs, KPIs and service reporting.
• Able to analyse operational data and make informed decisions.
• Confident communicating with customers at all levels.
• Calm under pressure with a structured, organised approach.
• Someone who enjoys accountability and taking ownership of outcomes.

You do not need to know everything technically, but you must understand how technical teams work, how to keep service flowing and how to support customers and engineers effectively.

What's in it for you

• Salary between £40,000 and £50,000 depending on experience.
• Full-time, permanent role with long-term stability.
• Strong investment in personal development and training.
• Support from senior leadership and the wider technical teams.
• A collaborative working environment where your input will influence how the service operates.
• Free parking and modern office facilities.
• Regular team meetings and social events.

How to apply

If this sounds like the right next step in your career, we would love to hear from you. Apply with your CV or get in touch for a confidential chat.

We respond to all applicants. If you are shortlisted, we will contact you before sharing your details with the client.

Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy. We are an Equal Opportunities Employer.

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