IT Service Operations Manager

The IT Service Operations Manager will lead efforts to drive the quality and performance of IT services, ensuring timely resolution of Incidents and Problems, effective management of Change, and continuous improvement of functions. The role requires strong analytical skills and advanced ServiceNow expertise to track performance, analyze trends, and deliver meaningful reports.

Requirements

• ITIL V3/4 qualifications; Foundation & Service Operations
• Deep understanding of ITIL service operations processes and functions in particular, service desk, technical services, incident, request fulfilment and problem management
• Deep understanding of service operations and service management tool-sets and configuration
• General understanding the ITIL service lifecycle
• Appreciation of structured project management methods
• Understanding of information technologies – data centre, database and application
• Appreciation of software development lifecycle methods and processes
• Experience working with 3rd party on and offshore outsource teams and organisations
• Experience establishing service catalogue, service levels and service reporting.
• A deep understanding of Agile methodologies
• Advanced ServiceNow knowledge and experience

Benefits

• Competitive Base Salary
• Performance Related Discretionary Bonus
• Holiday: 28 days core annual leave, and you can buy up to 5 days
• Pension: A minimum 2% employee contribution plus 7% MS Amlin contribution (9%) up to a maximum of 5% employee contribution plus 13% MS Amlin contribution (18%)
• Private Medical: cover for yourself. Family members/dependants can be added
• Flex Fund: £1,000 (pro-rated based on start date) to spend on flexible benefits
• Life Assurance: 5 x annualised base salary