Service Operations Manager

Softcat plc.; Marlow; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic technology firm is seeking a Service Operations Manager to lead internal technology service delivery. This role involves owning service performance and driving continuous improvement across the organization. Ideal candidates should have significant experience in IT service management, strong skills in stakeholder engagement, and a customer-centric mindset. The position offers flexible working patterns, allowing for a hybrid work model and flexibility in working hours.

Benefits

Hybrid working

Flexible hours

Supportive team environment

Qualifications

• Significant experience leading IT service teams, preferably managing managers.
• Strong grounding in ITIL service management and operational best practice.
• Proven ability to take accountability and ownership for service outcomes.
• Skilled at influencing stakeholders and teams outside of your direct line management.
• Ability to translate IT performance into meaningful business outcomes.

Responsibilities

• Own & Lead the Service Operations function, covering Service Desk and IT Service Management.
• Ensure consistent achievements of SLA's, KPI's & OLA's across all IT.
• Drive continual service improvement (CSI) Programme across the internal technology functions.
• Partner with senior stakeholders to ensure IT services align with evolving business needs.
• Inspire, coach and develop your team to grow capability and careers.

Skills

ITIL service management

Stakeholder engagement

Service leadership

Customer-centric mindset

Job description

At Softcat, our Internal Technology Team plays a pivotal role in enabling our people to work smarter, collaborate effectively, and drive meaningful results. From managing digital workspaces and hybrid platforms to maintaining secure, reliable connectivity, the team provides the technology foundation that supports our employees wherever and however they work.
We're seeking a dynamic Service Operations Manager to lead and evolve how internal technology services are delivered across our business. The role is pivotal, owning the end-to-end internal technology service delivery across all teams and touchpoints. You will ensure that every part of the service experience—whether directly managed by your teams or delivered by other internal technology teams—is reliable, well‑governed, and continually improving. You’ll be accountable for the full lifecycle and performance of technology services delivered to the business, and influencing how the wider internal technology team engages the business. If you’re passionate about turning support into a strategic enabler and taking full ownership of service excellence across the organization, this is the role for you.

Responsibilities

• Service Leadership & Accountability – Own & Lead the Service Operations function, covering Service Desk, IT Service Management, and service delivery governance.
• Governance & Performance – Ensure consistent achievements of SLA's, KPI's & OLA's across all IT.
• Strategic Growth & Service Improvement – Drive continual service improvement (CSI) Programme across the internal technology functions.
• Stakeholder & Vendor Engagement – Partner with senior stakeholders to ensure IT services align with evolving business needs.
• Team Leadership & Development – Inspire, coach and develop your team to grow capability and careers.

Qualifications & Experience

• Significant experience leading IT service teams, preferably managing managers and team leaders.
• Strong grounding in ITIL service management and operational best practice.
• Proven ability to take accountability and ownership for service outcomes, with a track record of driving measurable improvements.
• Skilled at influencing stakeholders and teams outside of your direct line management, ensuring alignment and collaboration across functions.
• A customer‑centric mindset with the ability to translate IT performance into meaningful business outcomes.

We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns.

Flexible Working Patterns

• Hybrid working
• Working flexible hours – flexing the times you start and finish during the day
• Flexibility around school pick‑up and drop‑offs

Working with us wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.