Service Operations Manager

ZipRecruiter; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a skilled Service Operations Manager to lead their 24x7 service desk operations. This role involves overseeing daily operations, managing incidents, and ensuring service excellence in a high-pressure data centre environment. The ideal candidate will possess strong IT service management knowledge, particularly in ITIL frameworks, and demonstrate exceptional leadership abilities to motivate and develop a dedicated team. Join a forward-thinking company that values continuous improvement and customer satisfaction, where your contributions will make a significant impact on operational success.

Qualifications

• Proven experience in managing IT service desk operations in a data centre.
• Strong knowledge of ITIL and experience implementing ITIL processes.

Responsibilities

• Oversee day-to-day operations of the service desk and manage incidents.
• Act as escalation point for critical issues and ensure effective communication.

Skills

IT Service Management

Leadership Skills

Team Management

Communication Skills

ITIL Knowledge

Job description

Job Description

Radius is recruiting for a talented and experienced Service Operations Manager for our Datacentre 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 through 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 the support teams.

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

Qualifications:

1. Proven experience in managing IT service desk operations, preferably in a data centre or mission-critical environment.
2. Strong knowledge of IT service management frameworks, such as ITIL, and experience implementing ITIL processes.
3. Experience managing a 24x7 service desk or support team in a high-pressure environment.
4. Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.