Service Operations Manager

Flotek Group; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

EMI Share Equity Scheme

Birthday day off

Additional day off for life events

Give Back Day

Perkbox discounts

Regular social events

Professional development opportunities

Job summary

Flotek Group is seeking an Service Operations Manager to lead and develop specialist IT service functions, reporting to the Head of Service. You will drive strategic service improvement, own performance dashboards and ensure exceptional partner outcomes while aligning with budgets and operational strategy.

You will lead Team Leaders and operational teams, champion innovation and escalation management, and partner with senior leadership to shape the department’s objectives and long-term strategy.

Qualifications

• Demonstrated leadership of teams and development of future leaders.
• Experience driving operational performance via KPIs, SLAs and service reporting.
• Excellent communication with stakeholders at all levels and strong business acumen.
• Ability to balance partner outcomes with operational and business objectives.
• Familiarity with Managed Services and modern MSP tech including MS 365, Azure, networking and security.
• Experience with ITIL, PSA, RMM and CRM tools.
• Customer-focused, organized and resilient in a fast-paced environment.

Responsibilities

• Lead and develop Team Leaders and operational teams to high performance.
• Own service performance and deliver exceptional customer outcomes.
• Escalate major partner issues and balance customer experience with business goals.
• Define and deliver strategic service improvements for scalability and efficiency.
• Shape departmental objectives, resource planning, budgets and long-term strategy.
• Establish KPI frameworks, reporting and dashboards for Directors and SLT.
• Ensure governance, compliance with policies and security standards.
• Build relationships with key partners and act as senior service representative.

Skills

People leadership

KPIs & service reporting

Stakeholder management

Communication skills

Commercial awareness

ITIL familiarity

Leadership coaching

Tools

Microsoft 365

Azure

Networking

Cyber security

ITIL

PSA

RMM

CRM

Job description

As Service Operations Manager, you will be a key member of the Service Leadership Team, responsible for leading and developing specialist IT service functions that deliver world-class outcomes for our partners. Reporting directly to the Head of Service, you will provide strategic leadership across Service teams, ensuring service excellence, operational efficiency, employee engagement, and continual improvement.

Key Responsibilities

• Lead, develop and inspire Team Leaders and operational teams, creating a high-performance culture where people feel supported, challenged, recognised and accountable for delivering exceptional service.
• Build leadership capability across the department through coaching, mentoring, succession planning, structured one-to-ones and regular performance development activity.
• Own service performance across all supported functions, ensuring exceptional customer outcomes, operational excellence and consistent achievement of service targets.
• Act as the senior escalation point for major partner issues, balancing customer experience, employee wellbeing and commercial objectives.
• Define and deliver strategic service improvement initiatives that enhance scalability, efficiency and support Flotek's continued growth.
• Work closely with senior leadership to shape departmental objectives, resource planning, budgets and long-term operational strategy.
• Establish and own KPI frameworks, operational reporting and performance dashboards, providing regular insights and recommendations to Directors and the Senior Leadership Team.
• Ensure effective capacity planning, governance and compliance with company policies, security standards and industry best practice.
• Build strong relationships with key partners and stakeholders, acting as a senior representative of the Service Department during reviews, escalations and critical service events.
• Drive measurable improvements in partner satisfaction, retention and overall service experience through a customer-first approach.
• Lead continual service improvement initiatives through data analysis, root cause investigations and operational reviews.
• Champion innovation, automation and emerging technologies that improve efficiency, employee experience and partner outcomes.

What We Are Looking For

• Strong people leadership, coaching and team development skills, with the ability to build high-performing teams and future leaders.
• Experience managing operational performance through KPIs, SLAs, service reporting and continual improvement initiatives.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organisation.
• Commercially aware, with the ability to balance partner outcomes, operational requirements and business objectives.
• Strong understanding of Managed Services, Service Operations and modern MSP technologies, including Microsoft 365, Azure, networking and cyber security, with the confidence to support technical discussions without needing to be the deepest technical expert in the room.
• Familiarity with service management frameworks and tools, including ITIL, PSA, RMM, CRM and documentation platforms, with the ability to use data and process insight to improve service performance.
• A customer-focused, organised and results-driven leader who thrives in a fast-paced environment and remains calm under pressure.
• Proven leadership experience with a track record of leading Team Leaders, Supervisors or Managers.
• Senior EMI Share Equity Scheme — own a slice of the Purple Pie.
• Birthday day off.
• Additional day off for personal life milestones such as weddings, moving house, a child's first day at school or religious holidays.
• Give Back Day for supporting a charity of your choice.
• Perkbox discounts across gym memberships, shopping and more.
• Regular social events and team-building opportunities.
• Opportunities for professional development and career progression.

Please note: due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.

Flotek Careers: Perks with Purpose

Joining Flotek means more than a job - it's a career with real perks, from wellbeing to giving back. Every team member owns part of Flotek via our EMI Share Scheme.

View our full perks below.

Not just a job - own a slice of Flotek with our EMI Share Scheme.

Time That Matters

Extra days off for birthdays, weddings, moving & religious holidays.

Give Back Day

1 paid day yearly to support your chosen charity & join fundraisers.

Save on gyms, shops & more with Perkbox discounts and deals.

Family First

Time off for your child's first school day & fun family events.

24/7 Support Line

Confidential helpline plus 5 free counselling sessions per team member.

Why Join Flotek? Discover the Perks

Curious about life at Flotek? Check out our interactive brochure to explore all the benefits and see why joining the purple army is a smart move.

We'd love to hear from you, lets chat and make something great!