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Service Operations Manager
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Service Operations Manager - MSP
Leeds | Hybrid – 2–3 days in office £50,000–£55,000
YourCode is recruiting an experienced Service Operations Manager for an established IT Managed Service Provider in Leeds. This is a senior operational role responsible for the performance of the Service Desk and Managed Services function, combining people leadership, service management, customer experience, and continuous improvement.
We’re particularly interested in candidates who have managed a Service Desk within an MSP, Managed Services, or IT Services environment and understand what excellent customer-facing IT support looks like.
What you'll be doing
- Leading Service Desk and Managed Services teams through Team Leaders and operational leads
- Owning SLAs, KPIs, escalations, queues, and backlog performance
- Managing major incidents and post-incident reviews
- Driving consistent ITIL-aligned processes and ways of working
- Planning resources and capacity around customer demand
- Coaching and developing operational teams
- Reporting service performance to senior leadership
- Supporting customer onboarding and transition into live support
- Leading service improvement initiatives
- Attending customer service reviews and managing stakeholder relationships
- Driving problem management and reducing repeat incidents
- Identifying opportunities for automation, AI, and self-service
- Helping develop more proactive, data-led managed services
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What we're looking for
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- 3+ years' experience managing an IT Service Desk / Service Operations function
- MSP or Managed Services experience strongly preferred
- Strong people management and leadership experience
- Experience owning SLAs, KPIs, and service performance
- Good working knowledge of ITIL and ITSM
- Experience with ITSM/PSA platforms; ConnectWise would be beneficial
- Technical understanding of Microsoft 365, Windows, and Azure
- Strong client and senior stakeholder communication skills
- Experience driving measurable service improvements
Exposure to Intune, Autopilot, device lifecycle management, automation, or AI within Service Desk environments would be an advantage.
Working pattern
Hybrid – typically 2–3 days per week in the office
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