Service Operations Manager - 2nd Line / Applications

BT Group; Exeter; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

10% on target annual bonus

Private GP access 24/7

Market-leading pension

Holiday purchase scheme

BT product discounts

Carers leave

Flexible benefits

Job summary

BT Group is recruiting a Service Operations Manager for 2nd Line and Applications to lead a skilled team delivering high-quality IT services in a fast-paced environment. You will manage a large portfolio of applications, ensuring availability, security, and performance while coordinating with customers, partners and internal teams.

The role focuses on driving incident resolution, continuous improvement, and adoption of ITIL best practices, with opportunities to implement new technologies and

Qualifications

• Proven experience leading IT support or application teams in large environments.
• Strong ITIL knowledge and service delivery focus.
• Excellent stakeholder management and communication, with senior-level influence.

Responsibilities

• Lead a 2nd Line and Applications Support team delivering high-quality IT services.
• Oversee a large portfolio of applications, ensuring availability and security.
• Drive incident investigation, escalation, and root-cause analysis to prevent recurrences.

Skills

ITIL

Incident management

Stakeholder engagement

Application lifecycle management

Change & release management

Job description

Job Title: Service Operations Manager - 2nd Line / Applications

Req ID: 61297

Job Function: Service

Posting Start Date: 09/09/2026

Posting End Date: 21/09/2026

Division: UK Business

Job Location: GBR Devon Cornwall Police HQ

Advertised Salary: Competitive

Job Req ID: 61297

Posting Date: 09/09/2026 - 21/09/2026

Function: Service

Location: Devon & Cornwall Police HQ, Middlemoor (Exeter) - on site 3 days

Salary: Competitive

The successful candidate must be eligible for, and able to obtain and maintain NPPV3 police vetting.

About The Role

Join a team delivering critical IT services that support Devon & Cornwall and Dorset Police, ensuring reliable, secure, and high-performing end user technology and applications. You'll lead a skilled second-line support team, driving the resolution of complex technical issues, improving service performance, and building trusted relationships with customers, stakeholders, and technology partners. Working at the heart of a fast-paced operational environment, you'll play a key role in introducing new technologies, enhancing service delivery, and helping BT remain a trusted provider of essential public sector services.

What You'll Be Doing

• Lead, coach and develop a high-performing 2nd Line and Applications Support team, ensuring excellent service delivery, technical expertise and adherence to ITIL best practices.
• Oversee the management, performance and continuous improvement of a large application portfolio, maintaining availability, security and support for over 500 customer applications.
• Drive the investigation, escalation and resolution of complex incidents, ensuring SLA compliance, effective stakeholder communication and long-term problem prevention through root cause analysis.
• Act as the technical escalation point for end user, application and infrastructure issues, collaborating with internal teams, customers and suppliers to deliver reliable IT services.
• Champion service improvement, security and operational excellence by enhancing processes, maintaining compliance, supporting technology upgrades and identifying opportunities to improve service performance.

Essential Skills / Experience

• Proven experience leading IT support or application management teams, with a strong understanding of ITIL best practices, incident management, service delivery and continuous improvement within complex environments.
• Excellent stakeholder management, customer engagement and communication skills, with the ability to influence at senior levels, build trusted relationships and translate complex technical issues into clear business outcomes.
• Technical expertise in application lifecycle management, change and release management, troubleshooting and issue resolution, with the ability to prioritise competing demands, make effective decisions and drive successful outcomes in a fast-paced operational environment.

Desirable Skills / Experience

• IT certifications such as ITIL Foundation 4/5

Our Package

Tailored benefits make a real difference. That's why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave - 18 weeks' full pay and 8 weeks' half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme - 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you're ready.

Flexible Working

This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK.

We're a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.