Service Operations Manager - Service Delivery

TieTalent; Manchester; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Service Operations Manager to oversee a Managed Services Team in the North West. The role involves strategic leadership, ensuring SLA compliance, and managing costs to maintain profitability. Ideal candidates will have ITIL certification and experience in delivering outsourced IT services, along with strong leadership and negotiation skills.

Benefits

Car allowance

Bonus

Flexible hybrid working options

Qualifications

• Experience delivering outsourced IT Managed Services.
• Cost Centre Management experience of £10m+.
• Strong presentation skills for various audiences.

Responsibilities

• Provide business leadership and strategic direction.
• Ensure SLA compliance and manage operational performance.
• Deliver service performance reports and manage third-party supplier performance.

Skills

Leadership

Negotiation

Analytical skills

Education

ITIL Professional v4

Project Management

Job description

About

Change your job, change your workplace, change your future... We are actively building diverse teams and welcome applications from everyone.

Role: Service Operations Manager - Service Delivery

Located: Field Based - North West

Package: Competitive salary, car allowance, bonus and additional benefits (Ricoh operate a vibrant working policy giving you flexible hybrid working options)

About Ricoh

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools. Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

What you will be doing

As the Site Services Operations Manager, you will provide business leadership, strategic direction, and management of a Managed Services Team to develop and implement scalable, cost-effective managed services based on annuity models.

Key Responsibilities:

1. Setting customer-specific managed service strategy by understanding and aligning with the customer's strategic objectives and Ricoh’s strategic direction, creating a plan for developing annuity service opportunities.
2. Providing leadership and direction to onsite Service Delivery Managers and Operational Managers, ensuring high employee satisfaction, trust, engagement, and skill levels, with effective succession planning.
3. Ensuring SLA compliance and acting as the first point of escalation for operational performance issues.
4. Ensuring all onsite resources operate to ITIL standards with current skills and certifications as per customer requirements.
5. Managing direct costs associated with customer managed services to maintain profitability.
6. Delivering service performance reports and conducting regular service review processes.
7. Collaborating with the Service Operations Centre to monitor and manage third-party supplier performance to meet contractual SLAs.

Ideally you will have

• ITIL Professional v4 (preferred, not essential)
• Cost Centre Management experience of £10m+
• Experience delivering outsourced IT Managed Services
• People management skills: leadership, development, coaching, motivation, conflict handling
• Negotiation and influencing skills
• Experience of full P&L management
• Strong presentation skills for internal, external, and senior management audiences
• Excellent analytical skills and knowledge of project management and process improvement methodologies

Additional Information

We are an equal opportunities employer and open to discussing adjustments to the recruitment process. We value diversity and inclusion, believing diverse perspectives lead to better decisions and innovation.

Nice-to-have skills

• ITIL
• Project Management
• Process Improvement

Work Experience

• General Project Management
• IT Consultant

Languages

• English