Service Operations Manager

Service Operations Manager (Stoke-on-Trent) 

We are looking for a talented Service Operations Manager to join a growing and dynamic team in Stoke-on-Trent. This is an exciting opportunity to play a key role within the Service team, supporting the delivery of high-quality IT services while driving continuous improvement across operational processes.

In this role, you will oversee Change, Incident, and Problem Management, ensuring best-practice IT Service Management (ITSM) processes are followed. You will analyse service performance data, identify trends, and work closely with the Service Operations Lead to guide the team and support strategic initiatives.

Key Responsibilities

Support the Service Operations Lead in managing and developing the Service team.
Mentor and coach team members through regular 1:1s and performancedevelopment.
Oversee Change Management, ensuring infrastructure and customer changes are assessed, approved, and implemented with minimal risk.
Manage Incident and Problem Management processes, including root cause analysis for major incidents.
Analyse service performance data and identify opportunities for service improvement.
Work closely with Transition Management to successfully onboard new or updated services into live operations.
This would suit someone with experience working within an IT service Operations or Service Management environment, knowledge of Incident, Problem, and Change Management processes in addition to some leadership experience.

ITIL V4 Foundation or Project Management Certifications (PMP, Prince2 Practitioner) are advantageous but not essential.  Our client operates within the defence sector, so candidates must either hold current SC clearance or be willing and eligible to obtain it.

This is a great opportunity to join a business that’s continuing to grow, where you’ll have the chance to develop your career, take on new challenges, and play an important role in the team’s ongoing success