Service Operations Manager

MECS Communications Limited; Guildford; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A leading EV solutions provider is seeking a motivated Service Desk Manager to oversee operations in Guildford. This hybrid role involves managing customer escalations, planning deployments, and leading a team to enhance service delivery. The ideal candidate should have a solid IT background, experience in JIRA, and a commitment to improving operational processes. This is an excellent opportunity to support sustainability goals in a growing sector with competitive salary and benefits.

Qualifications

• Experience managing Service Desk/Operations in an IT environment.
• Proven background in using JIRA for project management.
• Strong analytical skills to improve performance and processes.

Responsibilities

• Planning deployments of products across the UK.
• Managing JIRA for customer faults/escalations.
• Ensuring smooth operation of SaaS solutions.

Skills

ITIL

Customer Facing

Jira

Project Management

Operational Processes

SaaS Solutions

Tools

MS Project

Job description

Job Description

Service Desk Manager - Surrey

Location: Hybrid working, commutable to Guildford, Surrey, and travel to customer sites when required.
Salary: £55k - £65k depending on experience + benefits. Driving licence required.
Environment: EV, IT, Service Desk, Software, ITIL, Escalations, Customer Facing, Project Plans, Jira, MS Project, Processes.

My client, a provider of EV and Solar systems, is seeking a highly motivated and driven individual as an EV Service Desk / Operations Manager to support the sustainability ambitions of a diverse range of customers' faults / escalations.

An IT background in Service Desk / Operations is required, with experience on JIRA and operational processes that impact seamless customer service.

Responsibilities

• Planning and scheduling the deployments of the award-winning product across the UK.
• In charge of JIRA and dealing with customer faults / escalations.
• Responsible for the smooth operation of a cloud-based SaaS suite.
• Ensure efficient client onboarding and seamless integration of SaaS solutions tailored to specific market needs.
• Collaborate with sales and technical teams to secure high-margin commercial charging contracts across existing and new markets.
• Manage project timelines, budgets, and resources for successful implementations.
• Analyze operational data to identify improvement opportunities and enhance performance across all SaaS deployments.
• Build and maintain strong relationships with key stakeholders, including clients, partners, and vendors.
• Lead a small team of analysts and technicians, ensuring adherence to best practices and cross-department collaboration.
• Continuously monitor the EV market, adapting strategies to maximize business opportunities in focus markets.

The role will be hybrid working in Guildford: 3 days in the office, 2 days at home.

Apply now for full details.