Service Operations & Queue Lead (Hybrid)

Uniphar; South Dublin; Hybrid; EUR 65,000 - 95,000; Full time

Job summary

Uniphar is hiring a Service Operations & Queue Manager to oversee incidents, service requests, and queues across internal teams and external suppliers. The role ensures clear ownership, adherence to timescales, and proactive risk management in a multi-supplier environment.

You will monitor SLA performance, coordinate escalations, and drive improvements in ServiceNow data quality and workflow automation. A strong, proactive communicator with ITIL experience will thrive in this hybrid role.

Qualifications

• 3–5 years’ ITSM or IT Service Operations experience.
• 2–3 years’ experience managing operational queues, incidents, backlogs or SLAs.
• Strong understanding of ITIL Incident and Service Request Management.

Responsibilities

• Provide central oversight of Incident and Service Request queues across internal teams and third-party suppliers.
• Monitor ticket volumes, ageing, ownership, priority and progression.
• Identify unassigned, incorrectly assigned, stalled or ageing tickets and address them.
• Ensure incidents and requests maintain end-to-end ownership through their lifecycle.
• Escalate tickets at risk of breach and coordinate cross-team actions.
• Support continuous service improvements and problem management discussions.

Skills

Operational coordination

Stakeholder management

Attention to detail

Multitasking

Analytical thinking

Continuous improvement

Communication

Education

ITIL Foundation

Tools

ServiceNow

ITSM

Job description

Uniphar is hiring a Service Operations & Queue Manager to oversee incidents, service requests, and queues across internal teams and external suppliers. The role ensures clear ownership, adherence to timescales, and proactive risk management in a multi-supplier environment.

You will monitor SLA performance, coordinate escalations, and drive improvements in ServiceNow data quality and workflow automation. A strong, proactive communicator with ITIL experience will thrive in this hybrid role.