Service Operations Manager

Service Operations Manager – MSP / Managed ServicesLocation: Leeds – Hybrid, 2–3 days per week in the officeSalary: £50,000–£55,000Employment: Permanent, Full-TimeYourCode Recruitment is working with an established and growing IT Managed Service Provider in Leeds to recruit an experienced Service Operations Manager.This is a senior operational leadership position with responsibility for the performance of the Service Desk and wider Managed Services operation, ensuring customers receive a consistent, high-quality service while driving improvements across people, processes, technology and automation.The successful candidate will ideally come from an MSP, Managed Services or IT Service Management environment and have experience leading service desk teams, managing SLAs and KPIs, improving ITIL processes and working directly with customers and senior stakeholders.The RoleAs Service Operations Manager, you will take ownership of day-to-day service performance across the Service Desk and live managed services environment.Responsibilities will include:Leading the performance and development of Service Desk and Managed Services teamsManaging Service Desk Team Leaders and other operational leadsTaking ownership of SLAs, KPIs, queue management, escalations and backlog performanceLeading major incident management, including communication and post-incident reviewsMaintaining and improving ITIL-aligned service management processesPlanning team capacity, resources and rotas around customer demandMonitoring service performance and producing operational reporting for senior leadershipSupporting the onboarding and transition of new customers into live supportOwning and improving customer satisfaction and service improvement plansWorking with customers during service reviews and providing clear performance insightsReducing repeat incidents through problem management, knowledge sharing and self-serviceIdentifying opportunities to improve efficiency through automation and AISupporting the development of increasingly proactive and data-driven managed servicesManaging relevant suppliers and third-party service relationshipsCoaching and developing team members through objectives, 1-to-1s and career developmentThe role has genuine scope to influence how managed services are delivered as the organisation continues to develop its technology, automation and service offering.What We're Looking ForWe’re looking for someone with:3+ years' experience managing a Service Desk or IT Service Operations functionPrevious MSP or Managed Services experience preferredStrong people leadership experience, ideally managing through Team Leaders or SupervisorsExperience managing SLAs, KPIs, escalations, backlogs and service performanceGood knowledge of ITIL principles and IT Service ManagementExperience with ITSM/PSA platforms – ConnectWise experience would be advantageousSufficient technical understanding of Microsoft 365, Windows and Azure to confidently manage technical escalationsStrong customer and stakeholder management skillsA data-driven approach to service performance and continuous improvementExperience with device lifecycle management, Microsoft Intune, Autopilot, service automation or AI within IT support would be particularly useful.Why Apply This is an opportunity to join an established Leeds technology business in a role where you'll have real influence over service delivery.You’ll be given responsibility for an established operation while helping shape its next phase – improving processes, developing people and making greater use of automation and technology.Salary: £50,000–£55,000Location: LeedsHybrid: 2–3 days per week in the officeApply today for further information and a confidential conversation.