Technical Operations Service Lead - Hybrid & Part-Time

THE NATIONAL FOUNDATION FOR EDUCATIONAL RESEARCH IN ENGLAND AND WALES; Slough; Hybrid; GBP 51,000 - 58,000; Part time

Benefits offered by this job

Flexible working

Supportive culture

Career development

Work-life balance

Job summary

The National Foundation for Educational Research in England and Wales is seeking a Technical Operations Service Manager to lead service delivery and support operations on a part-time, fixed-term basis in Slough. The role focuses on coordinating service desks, driving improvements and ensuring contractual commitments are met.

You will work in a hybrid setup, with 1 day in the office weekly, collaborating with clients, IT teams and partners to enhance customer experience and performance of

Qualifications

• Proven experience in Service Delivery, Service Desk Management or Technical Operations leadership.
• Strong track record delivering services against SLAs and customer commitments.
• Excellent stakeholder and customer relationship management skills.
• Strong experience with ITIL service management practices and their practical application.
• Experience managing incidents, escalations, service performance and continuous improvement.
• 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

Stakeholder management

ITIL service management

Incident management

People leadership

ITIL v4

Job description

The National Foundation for Educational Research in England and Wales is seeking a Technical Operations Service Manager to lead service delivery and support operations on a part-time, fixed-term basis in Slough. The role focuses on coordinating service desks, driving improvements and ensuring contractual commitments are met.

You will work in a hybrid setup, with 1 day in the office weekly, collaborating with clients, IT teams and partners to enhance customer experience and performance of