Technical Operations Manager

The Scc; Highgate; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading IT service provider based in Highgate is seeking an Operations Manager to oversee the UK Voice Infrastructure Support team. This role involves managing service delivery, driving improvements, and ensuring compliance with SLAs. The ideal candidate will have strong IT management experience, excellent leadership skills, and a positive customer service mindset. Applicants should be familiar with ITSM tools like ServiceNow and have the ability to adapt in dynamic environments. The position offers a competitive salary and benefits within a hybrid working arrangement.

Benefits

Competitive salary

Flexible benefits scheme

Paid volunteering days

Career development opportunities

Hybrid working

Qualifications

• Strong understanding of the ICT industry, particularly Unified Communications.
• Experience managing multi-customer IT service delivery.
• Ability to manage time and adapt to dynamic environments.

Responsibilities

• Manage the UK Voice Infrastructure Support team to ensure service delivery.
• Drive continuous service improvement plans.
• Act as primary point for operational technical issues.

Skills

Leadership skills

Stakeholder management

ITSM tools (ServiceNow)

Customer service mindset

Teamwork and interpersonal skills

Education

Senior level IT Management experience

Tools

ServiceNow

Job description

The Operations Manager is responsible for ensuring that requested changes to services and infrastructure entering the live production environment are risk‑minimised, controlled, and effectively communicated. The role plays a key part in supporting Incident, Change, and Problem Management processes, while aligning change activities with operational standards and organisational goals for service excellence. The role works closely with Operations Management, Service Delivery, and Technical teams to coordinate change implementation. It includes ownership of change governance, communication with stakeholders, and collaboration with vendors to ensure SLA compliance. The Change Manager reports directly to the Operations Manager in Kosice and contributes to strengthening operational resilience across the organisation. Security clearance or willingness to apply will be required for this role. ^{Key responsibilities:}

• Management & Leadership of the UK Voice Infrastructure Support team ensuring effective service delivery, ownership and overachievement of SLA's.
• Definition and drive of continuous service improvement plans that ensure capacity, sustainability and efficiencies in delivery are effective enabling improved levels of customer satisfaction.
• Act as the primary escalation point for any technical operational issues related to the service.
• Energy, Drive and Leadership of team ensuring empowerment, development and succession planning are at the forefront enabling the great people we have at SCC to develop the careers they deserve.
• Management, tracking and effective reporting of resource utilisation.
• Identify and work towards better standardisation, governance, operational efficiencies and Service improvements.
• Input into and assist with the delivery of People, process and technology roadmap that delivers efficiency, capacity, stability and continual improvement of Data centre services.
• Directly interact with clients, service delivery managers, account managers, technical teams and 3rd parties in the delivery of good practice service delivery as required.
• Build and nurture strong effective relationships with all departments the MOJ / SCC Services business ensuring collaboration and support continues to drive the strong bonds formed.
• Perform any other duties from time to time that may be required by Data Centre Services division allowing the department to grow and provide further opportunities for development.
• Strong understanding of the ICT industry, ideally within Unified Communications, with.
• Senior level IT Management with leadership experience within a IT Service provider environment delivering services to multiple customers.
• Experience working with customer technology environments, support requirements, and adherence to SLAs.
• Skilled in using ITSM tools such as ServiceNow to manage change processes effectively.
• Experience and exposure to large scale operational delivery teams.
• Proven ability to manage time, adapt to dynamic environments, and prioritise tasks independently while maintaining high-quality deliverables.
• Strong teamwork and interpersonal skills, with the ability to work under own initiative and remain calm under pressure.
• Positive customer service mindset with clear business focus and a proactive, can‑do attitude.
• Demonstrated stakeholder management experience, including working with third‑party suppliers to deliver services and.

SCC is Europe's largest privately‑owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non‑membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/ Sustainability at SCC - https://www.scc.com/sustainability-at-scc/ Life at SCC - https://www.linkedin.com/company/scc/life

Salary Package: Competitive salary plus large company benefits, a broad flexible benefits scheme, and 2 paid‑for volunteering days a year.

Hours: 9.00 am - 5.30 pm, Monday - Friday.

Interview Process: 2‑stage process.

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life‑long learning opportunities
• Opportunity to join Europe's largest privately‑owned IT Company