IT Service Operations Manager

Our client is a UK-based, purpose-led organisation that works with public, private and third sector partners to design, test and scale practical innovations that improve outcomes for people and communities. They are seeking a Group IT Service Operations Manager to transform IT support from a reactive service desk into a proactive, technology-enabled service function. Reporting to the Group Technology Director, you will own Group-wide IT service delivery across UK and international locations, including internal teams, regional managed service providers and third-party suppliers.

You will develop the Group Service Delivery Strategy, improve service quality through data and root cause analysis, and introduce automation, AI-assisted support and self-service.

Role & Responsibilities As Group IT Service Operations Manager, you will take end-to-end ownership of IT service delivery across the Group, leading the transition towards a proactive and service-led operating model.

You will combine strategic planning with hands-on operational leadership, ensuring users receive consistent, effective support across all UK and international locations.

Your responsibilities will include:

• Lead the transformation of IT support into a proactive service model using monitoring, automation, data and self-service
• Develop and own the Group Service Delivery Strategy as part of the wider Group Technology Strategy
• Take end-to-end ownership of service delivery across all locations, internal teams and managed service providers
• Own SLAs, KPIs, customer satisfaction measures, service reviews and stakeholder reporting
• Use service data and root cause analysis to identify recurring issues and implement lasting solutions
• Drive the adoption of automation, AI-assisted support, self-service and knowledge management
• Lead, coach and develop the Service Delivery Team, embedding accountability and service ownership
• Act as the senior escalation point for major incidents, outages and complex service issues
• Coordinate Infrastructure, Security, Platform/DevOps teams, MSPs and suppliers to resolve issues and implement change
• Build strong relationships with users and stakeholders across all Group locations
• Lead communications relating to service changes, implementations and outages
• Manage suppliers, contracts, renewals, service performance and regional MSP relationships
• Oversee technology ordering, invoices, operational budgets and delegated approvals
• Oversee audio-visual technology across Group offices
• Contribute to wider IT governance, including AI adoption, data protection, security and change management, This is an opportunity to shape and lead a Group-wide IT Service Delivery function within a purpose-led organisation operating across multiple locations. You will have the scope to modernise service delivery, introduce automation and AI-enabled support, develop a capable team and create measurable improvements across the Group. The organisation offers hybrid and flexible working arrangements and is committed to an inclusive workplace where different experiences, expertise and perspectives are valued. Occasional flexibility outside standard working hours may be required to support international locations.

Key Requirements You will be an experienced IT Service Delivery, IT Operations or Service Desk leader with a strong record of improving services across multiple locations.

You will bring:

• Proven experience transforming reactive IT support into proactive service provision
• Experience developing and implementing an IT Service Delivery Strategy
• Strong knowledge of ITIL and IT service management best practice
• Experience leading an IT Service Desk and Desktop Support function across multiple locations
• Strong major incident, escalation and problem management experience
• Experience managing SLAs, KPIs, customer satisfaction and service reporting
• Experience managing MSPs, outsourced support partners and technology suppliers
• Practical experience introducing automation, self-service or AI-assisted support
• Strong team leadership, coaching and stakeholder management skills
• Knowledge of UK GDPR, ISO 27001, Cyber Essentials Plus and IT governance
• Experience managing technology budgets, purchasing, contracts and renewals

Technology Environment Experience with identity and device management, collaboration, ITSM, endpoint security and networking platforms is required. The current environment includes JumpCloud, Google Workspace, Microsoft 365/Azure, Jira Service Management, CrowdStrike Falcon, Windows 10/11, macOS and Cisco Meraki. Exposure to Slack, AWS, GitHub, Cloudflare or AI-enabled service desk tooling would be advantageous.