Service Operations Manager

ARM LIMITED; Reading; On-site; GBP 75,000 - 110,000; Full time

Job summary

ARM Limited in Reading 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, service performance and continuous improvement across Service Desk, End User Compute, regional teams and suppliers.

You will monitor service health and SLA performance, manage operational risk and major incidents, and provide leadership during critical events.

Qualifications

• 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.

Responsibilities

• Lead daily and weekly operational governance across IT service management activities.
• Coordinate Service Desk, End User Compute, regional teams and suppliers for end-to-end service delivery.
• Monitor service health, SLA performance, risks and recurring issues, taking proactive action.
• Provide leadership during major incidents and critical service events.
• Manage the operational relationship 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 the wider service operation.

Skills

ITIL 4

ServiceNow

Stakeholder management

Incident management

Service management

Governance

Leadership

Security clearance

Job description

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.
  
• 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.
  

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.