Operations Team Lead

Are you a natural leader with a passion for operational excellence and team development? We’re looking for four Operations Team Leaders to guide our 24/7 Operations Analysts, ensuring seamless service delivery with a strong focus on IBMi systems. This is a new role where you’ll be the driving force behind shift performance, service quality, and continuous improvement.

At Service Express, our Operations Team Leaders are at the heart of our 24/7 Command Centre in Bedford, making sure our systems run smoothly, our teams are supported, and our customers receive exceptional support. If you have proven leadership experience in a technical environment—especially with iSeries or Intel platforms—you’ll thrive here. We offer structured development, exposure to a wide range of technologies, and a collaborative team culture where your leadership makes a real impact. This isn’t just another shift-based role—it’s a platform to lead, innovate, and grow.

What You’ll Be Doing:

• Lead, mentor, and inspire a team of Operations Analysts
• Build strong relationships across the business and invest in training and upskilling your team to ensure continuous growth and capability development
• Oversee daily operations, ensuring efficient incident resolution and proactive monitoring
• Act as the go-to escalation point for complex technical and operational issues
• Maintain service excellence by meeting SLAs and driving performance improvements
• Collaborate across IT, delivery, and support teams to enhance service delivery
• Manage shift scheduling and ensure balanced workloads and development opportunities
• Drive incident management, root cause analysis, and preventive actions
• Support integration of new technologies and processes into operations.

What Makes This Opportunity Special:

• Rotating Shift Schedule (4 days on from 7am-7pm / 4 off / 4 nights on from 7pm-7am / 4 off): Loved by many on the team for its predictability and generous downtime. You’ll always know your rotation a year in advance, which means you could book 4 days of holiday along with your 4 days not on the schedule for a total of 12 days off
• Lead with Impact: You’ll play a key role in shaping the performance and culture of a 24/7 operations team, directly influencing service quality and customer satisfaction
• Continuous Development: We’re committed to your growth—offering leadership development, technical training, and opportunities to expand your expertise across technologies
• Collaborative Culture: Join a supportive, people-first environment where teamwork, trust, and open communication are at the heart of everything we do
• Visible Leadership: Your contributions won’t go unnoticed—you’ll work closely with senior leaders and cross-functional teams, making a real difference every day.

You’ll Thrive in This Role If You Have:

• Proven Leadership: Demonstrated experience leading technical teams in a 24/7 support environment, with a focus on coaching, mentoring, and performance management
• Strategic Thinking: A results-driven mindset with the ability to set ambitious goals, prioritize effectively, and align team efforts with broader business objectives
• Technical Acumen: Familiarity with IBMi (iSeries) and/ or Intel platforms, along with a solid understanding of ITSM/ITIL practices
• Strong Communication: Ability to engage confidently with both technical and non-technical stakeholders, building trust and fostering collaboration across teams
• Data-Driven Decision Making: Skilled in analyzing operational metrics to identify trends, drive improvements, and support innovation
• Adaptability: Comfortable navigating change and evolving business needs, including out-of-hours responsibilities
• People-First Leadership: Background in building strong relationships, investing in team development, and creating an environment where individuals feel valued and empowered
• Integrity & Accountability: Known for leading by example with honesty, transparency, and a commitment to continuous self-development

What You’ll Get from Us

• £46,000–£56,000 (which consists of £40,000–£50,000 basic depending on experience + £6,000 shift allowance)
• 24.5 days holiday + the option to buy more
• Paid volunteer hours to support causes you care about
• Private medical insurance, life assurance & wellbeing resources
• Free onsite parking
• A fun, fast-paced workplace where you’re encouraged to grow and explore