Service Operations Manager

Service Operations Manager

Barnsley - Office Based

Up to £50,000

The Opportunity:

You will lead senior managers and team leads, driving efficiency, consistency and performance across service delivery. The role focuses on how services are delivered, ensuring the operational model is scalable, auditable, commercially sound and capable of supporting future growth.

The Role:

• Lead and develop senior operational managers and team leads across multiple operational functions.
• Provide strategic leadership to the Head of Operations and Call Operations Manager, setting clear expectations, priorities and performance objectives at a senior level.
• Enable and support operational leaders to set objectives for their teams.
• Act as a coordinating leader across operational functions, ensuring alignment, consistency and clarity of direction.
• Strengthen the operational leadership layer to support future growth and increased service complexity.
• Lead the identification and closure of significant process gaps.
• Design, implement and embed robust, scalable operational processes and frameworks to improve efficiency, quality and consistency.

The Person:

• Proven experience leading service operations, service desk or customer support functions in a service-led organisation.
• Strong people leadership with experience building and developing high-performing teams.
• Hands-on knowledge of customer support platforms (e.g. Zendesk, Freshdesk, Jira Service Management) would be desirable.
• Demonstrable experience improving operational processes and efficiency.
• Highly organised, with the ability to manage multiple priorities effectively.
• Strong communication and stakeholder management skills.
• Experience leading change and embedding continuous improvement.

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