DATTalent
IT Service Operations Manager
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IT Service Operations Manager
London (hybrid) | Permanent | Up to £60,000 plus benefits
We have an exciting opportunity for an experienced IT Service Operations Manager to take end-to-end ownership of IT service delivery across the client's business, including UK and international locations. It's a role for someone who has genuinely turned a reactive service desk into a proactive, data-led one, not just kept the tickets moving.
You'll own the service delivery strategy, lead and develop the team, and manage the internal, MSP and supplier relationships that keep support running across multiple sites. Expect to combine strategic planning with hands-on operational leadership, and to push automation, self-service and AI-assisted support wherever it improves the user experience.
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What you'll own
- End-to-end IT service delivery across all locations, internal teams and managed service providers
- The service delivery strategy, and the shift from reactive support to a proactive, service-led mode
- SLAs, KPIs, customer satisfaction, service reviews and stakeholder reporting
- Root cause analysis to fix recurring issues for good
- Major incidents, outages and complex escalations as the senior point of contact
- Adoption of automation, self-service, AI-assisted support and knowledge management
- Leadership, coaching and development of the service delivery team
- Supplier, contract and MSP management, plus service performance
- Technology budgets, purchasing, renewals and approval
What we're looking for
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- A track record of transforming reactive IT support into proactive service provision
- Experience building and owning an IT service delivery strategy
- Strong knowledge of ITIL and IT service management best practice
- Experience leading a service desk and support function across multiple locations
- Solid major incident, escalation and problem management
- Confident managing SLAs, KPIs, satisfaction measures and service reporting
- Experience managing MSPs, outsourced partners and suppliers
- Hands-on experience introducing automation, self-service or AI-assisted support
- Strong team leadership, coaching and stakeholder management
- Awareness of security, data protection and IT governance
- Budget, purchasing and contract management
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