Service Operations Manager

Radius; Greater London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a talented Service Operations Manager to lead their data centre operations in East London. This pivotal role involves overseeing the service desk, ensuring effective incident management, and driving a culture of continuous improvement. The ideal candidate will possess strong leadership skills and experience in IT service management, particularly within high-pressure environments. Join a dynamic team dedicated to delivering exceptional service and enhancing operational efficiency in a mission-critical setting.

Qualifications

• Proven experience in managing IT service desk operations.
• Strong knowledge of IT service management frameworks such as ITIL.

Responsibilities

• Oversee day-to-day operations of the service desk.
• Act as escalation point for critical issues requiring immediate attention.

Skills

ITIL Framework

Service Desk Management

Leadership Skills

Incident Management

Problem Management

Job description

Direct message the job poster from Radius

Professional Headhunter / Key Accounts Director

Radius is recruiting for a talented and experienced Service Operations Manager for our data centre client based in East London.

Assist the Senior Service Operations Manager in delivering the strategy for the 24x7 Service Operations function, supporting strategic initiatives, and embedding a culture of continuous improvement within the function.

Oversee the day-to-day operations of the service desk, ensuring all tickets and incidents are managed effectively and in accordance with SLAs and relevant policies and procedures.

Act as the escalation point for critical issues or incidents that require immediate attention and resolution. Ensure effective communication with relevant stakeholders within the business and customers as appropriate. Monitor and report on key performance metrics, response times, resolution times, ticket volumes, and customer satisfaction.

Incident & Problem Management:

Maintain ongoing ownership of all incidents and facilitate the communication of incident updates to customers provided by support teams.

Ensure the prompt resolution of incidents, minimizing service disruption and downtime within the data centre.

Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.

Strong knowledge of IT service management frameworks such as ITIL, and experience implementing ITIL processes.

Experience managing a 24x7 support team in a high-pressure environment.

Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Customer Service

Industries

• Telecommunications and Information Services