Service Operations & Queue Lead (Multi-Supplier)

Uniphar; Leinster; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Job summary

Uniphar in CityWest is seeking a Service Operations & Queue Manager to oversee incidents, service requests and queues across internal teams and suppliers in a hybrid, full-time role. You will ensure clear ownership and timely progress, working within Uniphar’s SIAM framework.

The role requires strong coordination, stakeholder management and ITIL-informed practice, with ServiceNow experience and a drive to improve service delivery across multiple partners.

Qualifications

• 3–5 years’ experience within IT Service Management, Service Operations, Service Desk or Service Delivery environments.
• 2–3 years’ practical experience managing operational queues, incidents, service requests, backlogs or SLA performance.
• Strong practical understanding of ITIL Incident and Service Request Management.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• ITIL Foundation certification preferred.
• Experience coordinating work across multiple technical resolver groups.

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 and proactively address unassigned, incorrectly assigned, stalled or ageing tickets.
• Ensure incidents and requests maintain clear end-to-end ownership throughout their lifecycle.
• Monitor SLA and OLA performance and proactively escalat tickets at risk of breach.
• Coordinate operational escalations where incidents or requests are not progressing appropriately.

Skills

Operational coordination

Stakeholder management

Analytical skills

Attention to detail

Multi-supplier coordination

Communication skills

Problem-solving

Education

ITIL Foundation Certification

Tools

ServiceNow

Job description

Uniphar in CityWest is seeking a Service Operations & Queue Manager to oversee incidents, service requests and queues across internal teams and suppliers in a hybrid, full-time role. You will ensure clear ownership and timely progress, working within Uniphar’s SIAM framework.

The role requires strong coordination, stakeholder management and ITIL-informed practice, with ServiceNow experience and a drive to improve service delivery across multiple partners.