> Markdown version of [/jobs/ext/1418460-service-desk-operations-manager](https://www.wearedevelopers.com/jobs/ext/1418460-service-desk-operations-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Operations Manager - **Company:** Sword Group - **Location:** Aberdeen, UK - **Experience:** Expert - **Salary:** £47,663.0 - **Contract:** Permanent contract - **Skills:** Knowledge Management, Queue Management Systems, User Environment Management, Data Analytics, Servicenow - **Published:** July 24, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5812087325 ## About the Role * Significant experience working within a Managed Services Provider (MSP) environment. * Proven experience leading Enterprise Service Desk, Desktop Support, or End User Computing (EUC) operations. * Experience managing operational support teams and building high-performing service functions. * Strong understanding of ITIL-aligned Service Management practices. * Demonstrable experience across: * Incident Management * Major Incident Management * Service Request Fulfilment * Escalation Management * SLA and KPI Management * Queue Management Experience using ServiceNow or other enterprise ITSM platforms.Proven track record of delivering: * Service improvement initiatives * Shift-left strategies * Automation programmes * Operational maturity improvements Strong leadership, communication, stakeholder management, and customer engagement skills., * ITIL Foundation Certification (or higher). * Experience working in large-scale enterprise MSP environments. * Experience with ServiceNow, Remote Monitoring & Management (RMM), automation, and self-service technologies. * Experience supporting Managed Services transformation and modernisation programmes., * Customer-focused, with a passion for service excellence. * Calm, resilient, and effective under pressure, particularly during Major Incidents. * A confident communicator who can engage effectively with technical teams, customers, and senior stakeholders. * Proactive, organised, and delivery focused. * Passionate about developing people, building high-performing teams, and improving service outcomes. If you're an experienced Service Desk leader looking to shape and transform a modern Managed Services operation, we'd love to hear from you. ## Description We are seeking an experienced and customer-focused Service Desk Operations Manager to lead, mature, and continuously improve our Managed Services Service Desk Operations capability across multiple enterprise customer environments. This is a senior operational leadership role responsible for delivering a high-performing, ITIL-aligned Service Desk capability, providing the central Single Point of Contact (SPOC) for end users across Incident Management, Service Request Fulfilment, workplace support, and user experience. You will lead the Service Desk Operations function, driving operational excellence, governance, service maturity, and continual improvement. A key objective of the role is to transform the Service Desk from a reactive support function into a proactive Managed Services capability through process improvement, automation, knowledge management, shift-left initiatives, and data-driven operational insight. Working closely with Service Delivery Management, Technical Operations, Service Management functions, resolver teams, and customers, you will ensure consistent, efficient, and customer-focused service delivery aligned to MSP best practice. Why Join Us This is a key leadership opportunity within a growing Managed Services organisation that is focused on modernising and maturing its support services capability. You'll have the opportunity to: * Shape the future Service Desk Operations operating model. * Improve customer experience across multiple enterprise environments. * Introduce proactive support and service improvement initiatives. * Drive automation and operational efficiencies. * Build a scalable, high-performing Managed Services capability aligned to industry best practice. * Lead and develop talented support teams in a collaborative and forward-thinking environment., At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. 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