ISS Facility Services UK
Critical Operations Service Centre Manager
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Job Title
Monday to Friday - regular hours (none shift)
Competitive salary, healthcare, pension, holidays
Single site based in Stoke with some travel on expenses for wider team meetings
About the Role
Here at ISS, as a leading Facilities Management (FM) provider, we are looking to recruit an established and confident Technology Service Centre professional to come in and join our service team dedicated to the support of a critical Engineering Maintenance Telecommunications contract.
This team, working on a day and night shift basis provide oversight of the client's "critical" estate, consisting of Data Centres and a high volume of "switch sites". The team pick up alarms reporting on faults with HVAC systems within these sites, seek to understand the severity of the issue, complete a ticket, and work with the ISS Engineer and/or subcontractor to ensure the maintenance task is completed.
This is a fast-paced role, leading the team of 16 including Shift Leaders, with the team, operating 365 days a year, providing coverage of over 5000 client assets.
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In post, you will play a key part in the running of this team, supporting on the successful maintenance delivery across the client's estate of one of the UK's leading Telecoms firms.
Actions
- Lead and develop a high-performing operational team responsible for monitoring and managing critical technical services.
- Provide leadership and direction within a 24x7 operational environment.
- Create a culture of accountability, collaboration, customer focus, and continuous improvement.
- Establish effective processes for identifying, managing, and reducing operational risk.
- Ensure recurring service issues are investigated and resolved through structured root cause analysis.
- Lead initiatives that improve service stability, performance, and resilience.
- Provide oversight of operational changes affecting critical services and infrastructure.
- Ensure operational risks are understood and appropriately managed during change activities.
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Requirements
- A strong background in a Service Centre environment, such as a call centre, with preference for a bias towards Technologies and "critical incidents"
- Any technical knowledge of Mechanical and/or Electrical systems would be good, as would ITIL familiarity
About ISS
ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance—to deliver smart, sustainable solutions that improve everyday experiences.
We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.
As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.
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