Service Operations Manager

Roc Technologies; Manchester; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

An established industry player is looking for a skilled Service Operations Manager to lead their team in Manchester. This exciting role involves overseeing incident management and service delivery, ensuring compliance with ITIL, Cyber Essentials, and GDPR frameworks. You will be the primary contact for managing resources and subcontractors, while also maintaining service levels and mitigating risks. In a fast-paced environment, your leadership will significantly impact client satisfaction and operational excellence. If you are ready to take on a challenging role that makes a real difference, this opportunity is for you!

Qualifications

• Proven experience in service operations management within IT services.
• Strong leadership skills with a focus on team collaboration and service excellence.

Responsibilities

• Oversee task management for a hybrid resource team ensuring effective service delivery.
• Collaborate with NOC for seamless incident management and service requests.

Skills

Incident Management

Service Delivery

Risk Management

Stakeholder Collaboration

Leadership

ITIL Framework

Cyber Essentials

GDPR Compliance

Tools

Configuration Management Database (CMDB)

Job description

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Service Operations Manager, Manchester

We are seeking an experienced and motivated Service Operations Manager to join our team. In this key role, you will ensure efficient triage, incident management, and seamless service delivery within a hybrid resourcing model, while fostering positive behaviours aligned with the SIAM delivery framework.

As the Service Operations Manager, you will be the primary point of contact for ensuring the effective management of resources, subcontractors, and services. You will maintain service levels, oversee risk management, and collaborate closely with stakeholders to deliver efficient network and IT services.

This is an exciting opportunity to work in a fast-paced environment, where your expertise and leadership will make a tangible impact on service delivery and client satisfaction.

Key Responsibilities

• Oversee the task management of a hybrid resource team to ensure efficient and effective service delivery.
• Deliver quality-focused service aligned with ITIL, Cyber Essentials, and GDPR frameworks.
• Collaborate with ROC’s Network Operations Centre (NOC) for seamless management of incidents, requests, and events.
• Identify and mitigate risks affecting contractual obligations, providing leadership with updates and solutions.
• Maintain the accuracy and integrity of the Configuration Management Database (CMDB) for supported assets.
• Ensure the end-to-end delivery of network services, meeting SLA requirements.
• Act as the escalation point for customer ticket issues, ensuring swift and successful resolutions.
• Work closely with internal teams—engineering, account management, and service delivery—to align with client and stakeholder expectations.
• Support and manage engineering teams, including onboarding of remote NOC engineers and on-site staff.
• Develop and maintain Business-as-Usual (BAU) process documentation to ensure operational excellence.

If you’re ready to make a real impact in a challenging and rewarding role, we want to hear from you!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting