Technical Operations Service Lead

National Foundation for Educational Research (NFER); Slough; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Inclusive culture

Skills development

Flexible working

Education sector impact

Job summary

National Foundation for Educational Research (NFER) is hiring a Technical Operations Service Manager to lead service delivery, strengthen support operations and improve customer experience. The role oversees service desk operations, escalation handling, and ITIL-aligned processes to meet contractual commitments.

The position is hybrid in the UK, with 1 day in the office per week at The Mere, Upton; 28 hours per week for 0.8 FTE is available, and the org highlights generous leave, pension

Qualifications

• Proven experience in Service Delivery, Service Desk Management or Technical Operations leadership.
• Strong track record delivering services against SLAs and commitments.
• Excellent stakeholder and customer relationship management.
• Experience with ITIL service management practices and their practical application.
• Experience leading and developing operational support teams.
• ITIL v4 Managing Professional certification or equivalent.

Responsibilities

• Managing service delivery against SLAs, KPIs and contractual commitments.
• Designing, implementing and managing internal and customer-facing service desk operations.
• Building strong relationships with clients, project teams, suppliers and other key stakeholders.
• Leading and developing a high-performing, customer-focused support team.
• Acting as the escalation point for service issues and operational risks.
• Using service performance data to drive continual improvement and enhance customer experience.
• Embedding ITIL-based Incident, Problem, Change and Service Level Management processes.

Skills

Service Delivery

Service Desk Management

ITIL

Stakeholder Management

Operational Leadership

Education

ITIL v4 Managing Professional certification or equivalent

Tools

ITIL tooling

Job description

Shape the future: join us as a Technical Operations Service Manager

Are you passionate about delivering exceptional technical support and creating a great customer experience? We’re seeking an experienced Technical Operations Service Manager to lead and strengthen our service delivery and support operations. With a competitive salary, excellent benefits, and the chance to work with a respected education charity, this is your opportunity to make a lasting difference.

Annual Leave

Enjoy 42 days off each year: 30 days' annual leave, 4 paid closure days and 8 bank holidays, pro rata for 0.8 FTE.

Pension Contributions

10% employer contributions

Family Support

Enhanced maternity/parental leave and paid compassionate leave

Flexible Working

Hybrid setup with 1 day a week in our office at The Mere, Upton, with easy access to Windsor, Maidenhead, Reading, the Elizabeth Line and the M4. Part-time (80%), 28 hours per week.

JOB DESCIPTION

As a Technical Operations Service Manager, you’ll work at the heart of our technical operations, helping to deliver and continually improve the technical support services that underpin our assessment contracts. You’ll bring together clients, technical teams and partners to strengthen performance, resolve issues and improve the services we provide. You’ll take ownership of service desk operations, ensuring our services meet contractual commitments, service levels and customer expectations.

Key Responsibilities

• Managing service delivery against SLAs, KPIs and contractual commitments.
• Designing, implementing and managing internal and customer-facing service desk operations.
• Building strong relationships with clients, project teams, suppliers and other key stakeholders.
• Leading and developing a high-performing, customer-focused support team.
• Acting as the escalation point for service issues and operational risks.
• Using service performance data to drive continual improvement and enhance customer experience.
• Embedding ITIL-based Incident, Problem, Change and Service Level Management processes.

PERSON SPECIFICATION

• Proven experience in Service Delivery, Service Desk Management or Technical Operations leadership.
• A strong track record of delivering services against SLAs and customer commitments.
• Excellent stakeholder and customer relationship management skills.
• Strong experience of ITIL service management practices and their practical application.
• Experience managing incidents, escalations, service performance and continuous improvement initiatives.
• Experience leading and developing operational support teams.
• ITIL v4 Managing Professional certification or equivalent.

Experience of working with schools, education technology or a similar environment would be advantageous, but isn’t essential.

Other roles you may have experience of include Service Delivery Manager, IT Service Manager, Service Desk Manager, Technical Operations Manager, IT Operations Manager, Customer Support Manager, Technical Support Manager.

WHY NFER?

At NFER, we are recognised globally for providing trusted research, resources and insights that drive meaningful change. By joining us, you’ll contribute to a mission that prioritises impact over profit, working in an environment where collaboration, flexibility, and inclusion are valued.

What We Offer

• A supportive and inclusive workplace culture.
• Opportunities to develop your skills and advance your career.
• Flexible working arrangements to support work-life balance from day 1.
• The chance to make a real difference in the education sector.

APPLICATION PROCESS

Shortlisting will commence from Monday 5th October 2026.

We are an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, and are committed to providing an inclusive recruitment process. If you require any adjustments, alternative document formats or accommodations at any stage, please do not hesitate to contact us at [e-mail]. Further details can also be found in the Job Information Pack.