IT Service Operations Manager - London (Hybrid)

IT Service Operations Manager – London (Hybrid)

• Contract – 6 months
• Inside IR35 – rate dependant on experience

Overview

We are seeking an experienced IT Service Operations Manager to lead a high-performing Service Desk and Service Operations function within a fast-paced and innovative digital environment. This is an exciting opportunity for a customer-focused technology leader with strong operational management experience, a passion for service excellence, and a proactive approach to continuous improvement.

You’ll work closely with technology and business stakeholders to ensure services remain stable, secure, efficient, and aligned to business needs.

Role & Responsibilities

• Lead and manage the IT Service Desk function as the primary point of contact for IT support and service requests
• Oversee 1st and 2nd line support operations, ensuring high-quality customer service and SLA achievement
• Manage workload allocation, resource planning, and day-to-day operational performance
• Drive proactive problem management, trend analysis, and preventative measures to reduce recurring incidents
• Own and optimise Service Management platforms such as ServiceNow and related monitoring tools
• Collaborate with internal technology teams to improve service stability, availability, and user experience
• Manage supplier and third-party relationships, ensuring contractual obligations and KPIs are achieved
• Support incident escalation, major incident management, and security-related investigations where required
• Lead knowledge management initiatives, including the creation and maintenance of knowledge base documentation
• Contribute to IT service continuity and disaster recovery planning
• Monitor operational risks, controls, and compliance requirements within the service environment
• Drive continuous improvement initiatives, including automation, accessibility improvements, and emerging technologies
• Mentor, develop, and lead an inclusive and high-performing support team

Skills & Experience

Essential

• Previous line management and team leadership experience
• ITIL Foundation certification or equivalent Service Management qualification
• Strong understanding of Service Level Agreements (SLAs) and IT Service Management best practices
• Experience with Service Management platforms such as ServiceNow, Freshservice, TopDesk, or similar
• Experience working within Agile and/or DevOps environments
• Familiarity with digital experience monitoring tools such as Nexthink
• Excellent stakeholder management and communication skills
• Experience managing third-party suppliers and service providers
• Strong analytical, problem-solving, and operational management capabilities
• Budget and resource management experience

Desirable

• Lean process improvement experience
• Knowledge of collaboration and workflow tools such as SharePoint and Confluence
• Asset Management experience
• Familiarity with Intent-Based Leadership principles