UK Service Operations Manager

Wireless Logic; England; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading IoT connectivity firm in the UK is seeking a Service Operations Manager to deliver exceptional service excellence. This role involves leading a dedicated UK team and ensuring that all service level agreements are consistently met. The ideal candidate will have a strong background in service desk management and telecommunications, along with excellent analytical and stakeholder management skills. You will play a crucial role in driving continuous improvement for customer satisfaction and operational efficiency.

Benefits

25 days holiday

Enhanced Maternity/Paternity Leave

Group Company Pension Scheme

Private Medical Insurance

Discounted Gym membership

Cycle to work scheme

Qualifications

• Minimum of 2 years of experience in Service Desk management principles.
• Experience in telecommunications or services/tech industry is beneficial.
• Exceptional stakeholder and relationship management skills.

Responsibilities

• Own UK service delivery and ensure SLAs are met/exceeded.
• Manage, mentor, and develop the Service Operations team.
• Act as lead for complex customer escalations and manage complaints.
• Drive Continuous Improvement initiatives across the team.
• Leverage analytical skills to review service trends.

Skills

Service Desk Management

Stakeholder Management

Analytical Skills

Exceptional Communication

Problem Solving

Tools

Zendesk

PowerBI

Job description

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over20 million IoT subscriptionsactive in165 countriesand direct partnerships with50+ mobile networks, we connect you to more than750 networksworldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

TheInternet of Things (IoT)is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. AtWireless Logic, we provide cutting‑edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Join the Wireless Logic Adventure:

Role Overview:

The ambition of this role is to be the driving force behind UK Service Operations, ensuring we deliver service excellence that doesn't just meet but smashes our customer expectations and SLAs. This role is a cornerstone of our commitment to continuous improvement, owning the strategy for how our UK support and provisioning functions operate. It’s an exciting opportunity to lead from the front, turning data into actionable strategies that delight our global customer base.

This role reports directly to the Group Head of Service and is accountable for the UK Service Operations team. You will be managing and developing a dedicated team, setting their KPIs and driving their personal development. Key relationships include collaborating with internal sales, support, integration, and project delivery teams, as well as managing crucial relationships with external Mobile Network Operators (MNOs) and third‑party service providers. The geo remit is UK‑focused with influence on Group Service Strategy.

• Elevate Service Delivery & Management: Take ownership of UK service delivery, ensuring all contractual SLAs and OLAs are consistently met and exceeded. Drive the adoption of agreed ITIL principles (Incident, Problem, Change, Release).
• Lead the Service Desk Squad: Manage, mentor, and develop the UK Service Operations team, including setting KPIs, conducting 1‑2‑1s, delivering PDPs, and running weekly team meetings.
• Customer Escalation and Deep Dive Owner: Act as the lead point for complex customer escalations, manage complaints, and perform deep‑dive analysis on all Voice of Customer (VoC) feedback (CSAT, NPS, CES) to identify and resolve root causes.
• Drive Continuous Improvement (CI): Champion Continuous Improvement initiatives across the UK team to optimize existing processes, enhance team workflows, and roll out strategies for customer service excellence.
• Data‑Driven Service Strategy: Leverage your strong analytical skills using Zendesk and PowerBI to review daily dashboards, spot service trends, allocate priority, and lead all MNO service reviews and OLA commitments.

The Secret Sauce (Key Experience & Skills):🍨

• Service Desk Management Wizard: A minimum of 2 years of hands‑on experience in Service Desk management principles and processes.
• Sector Super‑Star: Previous experience operating within a business with large contracts in the telecommunications or wider services/tech industry is highly advantageous.
• Ticket System Expert: Experience with a leading ticket management system like Zendesk is highly beneficial (but not essential, we're happy to train the right candidate!).
• Data & Reporting Guru: Strong analytical skills with proven experience utilizing reporting tools like PowerBI and data in ticket systems to drive meaningful change.
• Relationship Architect: Exceptional stakeholder and relationship management skills with a history of leading service reviews and managing critical third‑party relationships (e.g., MNOs).

What Will Make You Shine At Wireless Logic (Behaviours & Culture) 😇

• A positive, can‑do attitude that’s infectious and the ability to stay calm and collected under pressure.
• A collaborative leadership style that gets the best out of others, supporting principles of inclusion and equity.
• Dedicated to using data and reporting tools to spot trends, look for process improvements, and make decisions.
• A proactive approach and a natural problem solver who thrives in a fast‑paced environment.
• Accountability and professionalism—you own the outcome and are confident in the transfer of knowledge to the team and customers.

Your Objectives for the Year:

1. Elevate UK Service Metrics: Reduce customer‑facing ticket resolution time by 15% through process optimisation, improved L1/L2 diagnostics, and increased MNO liaison efficiency.

2. Continuous Improvement (CI) Strategy Implementation: Create and deliver a minimum of 3 major CI projects to streamline core processes (e.g., Activation/SIM changes) resulting in measurable efficiency gains for the team.

3. Team Skills Uplift: Implement a formal, structured Team Skills Analysis and Training Plan to ensure 90% of the team is proficient in new product readiness requirements and complex L2 diagnostics.

Why Come Work With Us?👋

Here’s why we’re confident you’ll love being part of our team:

• 🚀 The chance to join a creative, entrepreneurial company where bold ideas are celebrated.
• 🎓 Full training, ongoing support, and the tools to help you thrive and grow in your role.
• ❤️ We’re a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.

Benefits Of Being Part Of The Team: 🎁(UK Permanent)

• 25 days holiday
• Buy up to 5 days additional holiday
• Birthday Day off
• Enhanced Maternity/Paternity Leave
• Group Company Pension Scheme
• Private Medical Insurance
• Discounted Gym membership at over 3000 Gyms
• Optical cover
• Company Sick Pay Scheme
• Cycle to work scheme
• Access to a variety of online discounts on major retailers
• Employee assistance program

Ok, I'm Interested, What’s Next?🙌

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

• Tele Interview – Meet the people team 😊
• 2nd Stage (Face to Face)- Meet your peers 😁
• Final Stage (Virtual / Face to Face)- Meet our leadership 🙂

If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

How we work?🏢

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us ([e-mail] ) and we will respond to your query as soon as possible.

Create a Job Alert

Interested in building your career at Wireless Logic? Get future opportunities sent straight to your email.

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Are you legally authorized to work in country of application * Select...

What are your salary expectations? *

Are you happy to commute to Reading 3 days per week? * Select...