IT Service Operations Manager

• Lead and manage a team responsible for 3rd line support and platform operations across a complex technology estate
• Own ITIL service operations including Incident, Change, Problem and Major Incident Management
• Act as the primary service lead, ensuring delivery aligns with SLAs, KPIs, and contractual expectations
• Drive service reporting, governance forums, and stakeholder communication at all levels
• Oversee platform performance across data warehouse, SaaS, PaaS and IaaS environments
• Manage supplier relationships, ensuring accountability and performance against agreed service standards

• Proven experience leading technical service or platform teams in a complex environment
• Strong understanding of ITILv4 service management principles (certification required)
• Experience managing SaaS, PaaS and/or IaaS platforms within enterprise environments
• Ability to operate as a senior stakeholder interface, translating technical concepts into business outcomes
• Experience owning service governance, reporting, and stakeholder engagement
• Strong vendor and supplier management experience
• Experience with tools such as Jira (or similar service management platforms)

excellent benefits Job Benefits: excellent benefits, Salary: £70-85k + strong benefits package Location: Surrey (3 days onsite + occasional travel to regional offices)

You'll play a key leadership role within a growing technology function, overseeing service operations, managing a multi-disciplinary team, and acting as the bridge between internal stakeholders, external partners, and end users.

This is a highly visible role focused on service excellence, platform reliability, and continuous improvement.