Service Operations Manager
Job Title: Service Operations Manager
Location: Sheffield
Salary: £40,000 to £50,000 depending on experience
Contract: Full-time, permanent
Hours: Monday to Friday
If you enjoy running the day to day operation of an IT service function and keeping things moving in a busy MSP environment, this could be a great fit.
We are supporting a growing managed services provider in Sheffield who are looking for a Service Operations Manager to take ownership of how their service function performs. You'll be the person who keeps the service desk working effectively, ensures operational standards are met, and acts as a steady point of contact for both the team and customers.
This is a hands-on operational role, not a distant management position. You'll be involved in the detail day to day, while also improving how the service runs, guiding the team, and supporting escalations. If you like the mix of overseeing people, process and customer experience, this will suit you.
What you'll be doing Operational leadership:
What's in it for you:
If this sounds like the right next step in your career, we would love to hear from you. Apply with your CV or get in touch for a confidential chat.
We respond to all applicants. If you are shortlisted, we will contact you before sharing your details with the client.
Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy. We are an Equal Opportunities Employer.
Service Operations Manager, Service Delivery Manager, MSP Operations, IT Service Manager, Service Desk Manager, ITIL, SLA Management, Escalation Manager, Sheffield IT Jobs, MSP Careers Yorkshire
Location: Sheffield
Salary: £40,000 to £50,000 depending on experience
Contract: Full-time, permanent
Hours: Monday to Friday
If you enjoy running the day to day operation of an IT service function and keeping things moving in a busy MSP environment, this could be a great fit.
We are supporting a growing managed services provider in Sheffield who are looking for a Service Operations Manager to take ownership of how their service function performs. You'll be the person who keeps the service desk working effectively, ensures operational standards are met, and acts as a steady point of contact for both the team and customers.
This is a hands-on operational role, not a distant management position. You'll be involved in the detail day to day, while also improving how the service runs, guiding the team, and supporting escalations. If you like the mix of overseeing people, process and customer experience, this will suit you.
What you'll be doing Operational leadership:
- Overseeing the daily running of the service desk and wider service operation.
- Making sure SLAs, KPIs and quality standards are consistently met.
- Coordinating workload, prioritising tickets and ensuring efficient workflow.
- Reviewing processes and implementing improvements to enhance service delivery.
- Monitoring trends, identifying recurring issues and recommending fixes.
- Supporting colleagues across technical teams, projects and management.
- Managing service desk staff including holidays, absence, timesheets and performance.
- Holding regular one to ones and development conversations.
- Coaching engineers on technical approach, communication and customer handling.
- Supporting recruitment and helping new team members settle into the role.
- Creating a positive team culture built on support, communication and accountability.
- Acting as the escalation point for service issues that need management involvement.
- Keeping customers informed, reassured and updated during major incidents.
- Making sure customers receive a consistent, high quality service.
- Maintaining calm and clarity when dealing with time sensitive issues.
- Experience in an MSP or IT managed services environment.
- Strong understanding of how a service desk operates day to day.
- Proven ability to lead people, manage performance and drive improvement.
- Comfortable owning SLAs, KPIs and service reporting.
- Able to analyse operational data and make informed decisions.
- Confident communicating with customers at all levels.
- Calm under pressure with a structured, organised approach.
- Someone who enjoys accountability and taking ownership of outcomes.
What's in it for you:
- Salary between £40,000 and £50,000 depending on experience.
- Full-time, permanent role with long-term stability.
- Strong investment in personal development and training.
- Support from senior leadership and the wider technical teams.
- A collaborative working environment where your input will influence how the service operates.
- Free parking and modern office facilities.
- Regular team meetings and social events.
If this sounds like the right next step in your career, we would love to hear from you. Apply with your CV or get in touch for a confidential chat.
We respond to all applicants. If you are shortlisted, we will contact you before sharing your details with the client.
Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy. We are an Equal Opportunities Employer.
Service Operations Manager, Service Delivery Manager, MSP Operations, IT Service Manager, Service Desk Manager, ITIL, SLA Management, Escalation Manager, Sheffield IT Jobs, MSP Careers Yorkshire