Walsh Employment
Service Operations Manager
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Group IT Service Operations Manager
Location: Blackfriars, London – hybrid
Salary: £55-60K plus excellent benefits package
About the Opportunity
Join a UK-based, purpose-led organisation working with public, private and third sector partners to improve outcomes for people and communities.
This is a senior, Group-wide role leading the transformation of IT support from a reactive service desk into a proactive, technology-enabled service function across UK and international locations.
Key Requirements
- Proven experience leading IT Service Delivery, IT Operations or Service Desk functions
- Experience transforming reactive support into proactive service provision
- Strong ITIL and service management knowledge
- Experience developing an IT Service Delivery Strategy
- Strong major incident, escalation and problem management experience
- Experience managing SLAs, KPIs, customer satisfaction and service reporting
- Experience working with MSPs, outsourced providers and technology suppliers
- Practical experience using automation, self-service or AI-assisted support
- Strong team leadership and stakeholder management skills
- Knowledge of UK GDPR, ISO 27001 and Cyber Essentials Plus
- Experience with JumpCloud, Google Workspace, Microsoft 365/Azure, Jira Service Management, CrowdStrike, Windows, macOS and Cisco Meraki
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Role & Responsibilities
- Owning the Group Service Delivery Strategy
- Leading service delivery across UK and international locations
- Transforming support through monitoring, data, automation, AI and self-service
- Managing major incidents, recurring problems and escalations
- Leading and developing the Service Delivery Team
- Partnering with Infrastructure, Security and Platform/DevOps teams
- Managing MSPs, suppliers, contracts, renewals and operational budgets
- Leading communications relating to changes, outages and technology services
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Why Join?
A high-impact opportunity to modernise Group IT service delivery, introduce proactive and AI-enabled support, develop a capable team and improve technology services across an international organisation.
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