Service Operations Manager

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

Job summary

A dynamic technology company in Marlow is seeking a Service Operations Manager to enhance internal technology services delivery. You will lead the Service Operations function, ensure SLA and KPI achievements, and drive service improvement. The ideal candidate has proven IT service leadership experience, strong ITIL knowledge, and excellent stakeholder management skills. This role offers hybrid working and flexible hours.

Benefits

Hybrid working

Flexible hours

Family-friendly hours

Qualifications

• Significant experience leading IT service teams, managing managers and team leaders.
• Strong grounding in ITIL service management.
• Proven ability to take accountability for service outcomes.

Responsibilities

• Own & lead the Service Operations function.
• Ensure consistent achievements of SLAs, KPIs & OLAs.
• Drive continual service improvement programmes.

Skills

IT service leadership

ITIL service management

Stakeholder management

Customer-centric mindset

Job description

We're seeking a dynamic Service Operations Manager to lead and evolve how internal technology services are delivered across our business. This is a pivotal role owning the end-to-end internal technology service delivery, across all teams and touchpoints. You'll 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.

As Service Operations Manager, you'll be responsible for:

• 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) Programmes 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

Requirements include:

• 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!

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.

Benefits include:

• 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, you will 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.