Service Operations Manager

Service Operations Manager
Stoke-on-Trent, UK
up to £45,000 pa DOE

Active SC Clearance required

iO Associates is looking for a Service Operations Manager to join a specialist provider of fully managed, high-security ICT services supporting the defence, security, and government sectors in complex, regulated environments. The ideal candidate will be responsible for ensuring efficient, reliable, and high-quality IT service delivery across Service Operations.

Key Skills:

• Provide leadership and mentorship, acting as 2iC to the Service Operations Lead and supporting team development and performance
• Lead Change Management, overseeing end-to-end processes, aligning changes with business objectives, and managing customer-driven changes with clear communication and reporting
• Oversee Incident & Problem Management, ensuring adherence to processes, conducting root cause analysis, and driving continuous improvement
• Drive data reporting, ITSM tool improvements, and service transitions, identifying risks, enhancing systems, and supporting seamless integration of new services

Key Experience:

• 5+ years’ experience in IT Service Operations, including leadership/management responsibilities
• ITIL and project management certifications (PMP, PRINCE2)
• Strong experience with ITSM tools (e.g. Jira, ServiceNow) and managing KPIs & SLAs
• Proven track record in process optimisation and leading Incident, Problem, and Change Management
• Experienced Change Manager with 2+ years managing Change Management functions

This is an excellent opportunity to work on amazing defence, government, etc. projects and a team that encourages and facilitates personal growth.

*PS: The Company can’t provide any sponsorship, so only candidates with the existing right to work in the UK will be considered for this role.