Service Operations Manager

Advanced Resource Managers Ltd; Old Warren; On-site; GBP 90,000 - 120,000; Full time

Job summary

Advanced Resource Managers Ltd. is seeking an experienced Service Operations Manager to own day-to-day service management across a complex, multi-supplier IT environment.

You will drive governance, incident response and continuous improvement, coordinating Service Desk, End User Compute and external suppliers to maintain service excellence. You will lead on service health monitoring, risk management and major incident handling, with a strong focus on ServiceNow governance and CMDB accuracy,

Qualifications

• Proven experience managing Service Operations within large-scale, multi-supplier environments.
• Strong ITIL 4 and IT service management knowledge.
• Experience overseeing Service Desk and End User Compute services.
• ServiceNow governance and product ownership or managed service experience.
• Experience handling escalations, operational risk and major incidents.
• Excellent stakeholder management and communication skills.
• Experience in Defence, Government or security-regulated environments.

Responsibilities

• Lead daily and weekly operational governance across IT service management activities.
• Coordinate Service Desk, End User Compute, regional teams and third-party suppliers to ensure end-to-end delivery.
• Monitor service health, SLA performance, operational risks and recurring issues.
• Provide leadership during major incidents and critical service events.
• Manage governance with ServiceNow providers and influence platform priorities.
• Drive improvements across automation, self-service, reporting and efficiency.
• Support service introduction, readiness, early life support and service acceptance.
• Maintain governance, audit readiness and accurate service records.
• Identify opportunities for continual improvement across service operations.

Skills

ITIL 4

Service Ops

Stakeholder mgmt

Incident mgmt

Governance & reporting

Tools

ServiceNow

CMDB knowledge

Job description

Service Operations Manager - SC Cleared

We are seeking an experienced Service Operations Manager to take ownership of day-to-day service management across a complex, multi-supplier IT environment.

This is a key operational role, responsible for ensuring services are delivered effectively, consistently and to a high standard. You will work across Service Desk, End User Compute, technical teams and suppliers, driving strong service performance, governance and continuous improvement.

What you'll be doing

• Lead daily and weekly operational governance across IT service management activities.
• Coordinate Service Desk, End User Compute, regional teams and third-party suppliers to ensure effective end-to-end service delivery.
• Monitor service health, SLA performance, operational risks and recurring issues, taking proactive action where required.
• Provide leadership and coordination during major incidents and critical service events.
• Manage the operational relationship with ServiceNow managed service providers and influence platform priorities and improvements.
• Drive improvements across automation, self-service, reporting and operational efficiency.
• Support service introduction, operational readiness, early life support and service acceptance activities.
• Maintain strong governance, audit readiness and accurate service management records.
• Identify opportunities for continual improvement across the wider service operation.

What we’re looking for

• Proven experience managing Service Operations within a large-scale, complex or multi-supplier environment.
• Strong understanding of ITIL 4 and IT service management best practice.
• Experience managing or overseeing Service Desk and End User Compute services.
• Strong ServiceNow governance, product ownership or managed service experience.
• Experience managing escalations, operational risk and major incidents.
• Excellent stakeholder management and communication skills.
• Experience working within Defence, Government or another security-regulated environment.
• Must hold active SC clearance.

Desirable experience

• SIAM, Lean, Agile or Continual Improvement experience/certification.
• Experience managing regional or global support teams.
• Service Introduction, Operational Readiness and Early Life Support experience.
• Knowledge of CMDB, Asset and Configuration Management.
• Experience delivering service improvements, automation and operational efficiencies.