Norman Managed Services
Service Operations Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Northumbria University Digital Services Limited
Northumbria University Digital Services Limited is a forward-thinking and growing organisation, delivering 24/7/365 support to students and staff across higher education.
Through Norman Managed Services, we support university communities at scale, combining people, service insight and AI-enabled technology to provide responsive, professional and reliable support whenever it is needed.
We are looking for a Service Operations Manager to help lead the next stage of our service development. This is a key role within our Service & Technology team, focused on strengthening the way our service is managed day to day, improving quality and performance, and ensuring our customers can see clear value from the service we provide.
What you’ll do
As Service Operations Manager, you will lead the day-to-day management of Norman’s support service across people, process and delivery.
Working through Team Leads across a large staff group, you will help ensure the service is consistently managed, standards are applied properly and teams are supported to deliver a professional, service-user-focused experience across daytime and out-of-hours operations.
You will work with established quality and performance frameworks, using service insight to understand what is driving outcomes, where standards are not being met and where improvements are needed. This is not a role for someone who maintains the status quo. We are looking for someone who can listen, challenge established ways of working where needed, break down problems properly and help teams improve how the service is delivered.
Your day-to-day will include:
- Leading the day-to-day management of the support service across people, process and delivery.
- Managing through Team Leads to maintain clear standards, consistency and follow-through across a large team.
- Embedding agreed quality and performance frameworks into everyday management practice.
- Using service insight, reporting, feedback and quality themes to understand what is driving service outcomes.
- Supporting Team Leads to coach, challenge and develop analysts in a fair and evidence-based way.
- Managing operational feedback and complaints, ensuring learning is fed back into service improvement.
- Supporting knowledge management, making sure guidance is current, accessible and used consistently.
- Challenging ways of working where they no longer support good service, strong performance, service user experience or customer value.
- Working with colleagues across Account Management, Technology and Commercial Operations to support service change, new opportunities and improvements to delivery.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
For more information, please see the job description.
About you
You will bring experience from a customer support or similar high-volume service environment. You may already be managing Team Leads, supervisors or senior colleagues, or you may be ready to step into a broader role where you can influence how a large service team performs.
You will be comfortable working through others, setting clear expectations and following through. You will understand that good service is not just about being busy or hitting simple measures. It is about quality, consistency, good records, clear communication, strong knowledge, fair performance management and a service experience that gives customers confidence.
We are looking for someone who can bring structure and maturity to a busy environment, while still being prepared to question how things work. You will be able to listen to teams, understand what is really causing service issues and turn that insight into practical improvement.
We’re looking for someone who can bring:
- Experience managing or supporting teams in a customer support, managed service or live service environment.
- Confidence managing through Team Leads, supervisors or senior colleagues.
- A strong understanding of service quality, performance management, feedback, complaints and knowledge management.
- The ability to use data and service insight to understand performance and drive improvement.
- The confidence to challenge poor standards and established ways of working constructively.
- The ability to inspire teams to raise standards and take accountability for better outcomes.
- A practical approach to improvement, with the ability to turn issues into clear actions.
- Good judgement, strong communication skills and the confidence to work with colleagues across the wider business.
- An interest in how technology, automation and AI can support better service delivery.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Further information can be found in the person specification.
Why join us
This is a chance to take on a visible management role at an important stage in our growth.
You will help shape how standards are applied, how performance is managed, how Team Leads are supported and how service improvement is delivered. Your work will directly influence the quality and consistency of the service experienced by students, staff and our university customers.
You’ll also benefit from:
- A key role in the largest shared service in higher education.
- The chance to help shape a modern service operation combining people, insight, technology and AI.
- A varied role where your leadership and improvements will have visible impact.
- A supportive, inclusive and collaborative working environment.
- Training and ongoing professional development.
How to apply
Please send your CV and a covering letter to careers@normanmanagedservices.ac.uk, telling us why you would be a great fit for the role and for Northumbria University Digital Services Limited.
For an informal chat about the role, please contact Dan Newton, Head of Service & Technology, at dan@normanmanagedservices.ac.uk.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills