Service Operations Manager

ARM International; Reading; On-site; GBP 80,000 - 110,000; Full time

Job summary

ARM International is seeking an experienced Service Operations Manager to own day-to-day service management across a complex, multi-supplier IT environment in Reading, UK. You will drive governance, performance and continuous improvement across Service Desk, End User Compute and suppliers.

Responsibilities include leading incident response, coordinating regional teams, monitoring SLAs and risks, and shaping platform priorities with ServiceNow providers.

Qualifications

• Proven experience in managing service operations within large-scale or multi-supplier environments.
• Strong ITIL 4 knowledge and IT service management practices.
• Experience with Service Desk and End User Compute services.
• Experience with ServiceNow governance or product ownership.
• Experience managing escalations and major incidents.

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 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.

Skills

ITIL 4

ServiceNow governance

Stakeholder management

Multi-supplier environment

Security-regulated environment

Tools

ServiceNow

CMDB

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.

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.
• 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.

Service Operations Manager • Reading, Berkshire, UK