IT Service Operations Manager

Are you an experienced IT Service leader ready to step up and put your own stamp on a service operation that’s about to be reshaped for the future?

Elevation Tech & Transformation are working exclusively with a leading Sheffield-based business to find their next IT Service Operations Manager. This is a genuine opportunity to lead a well-established, high-volume service function during a period of real investment and transformation.

You’ll take ownership of IT Service Operations for a UK-wide organisation supporting 3,000+ users across 100+ sites, managing a team of 11 and overseeing everything from the Service Desk and Major Incident Management through to Asset & Configuration Management, ITSM platform development and third-party supplier performance.

What you’ll be doing

• Leading, developing and motivating a Service Desk and Service Operations team, building a positive, accountable and customer-focused culture
• Owning ITIL Service Management practices across Incident, Problem, Change, Request, Asset and Configuration Management
• Driving Major Incident Management, coordination, communication, escalation and rapid service restoration
• Championing continual service improvement through automation, self-service, and AI-enabled capabilities on a modern ITSM platform
• Building strong relationships with business stakeholders, senior leaders and strategic suppliers
• Managing supplier contracts and third-party service performance
• Handling the full people-management piece

• Solid experience in IT Service Operations or IT Service Management, ideally managing a Service Desk or End User Support function of meaningful scale
• Confidence managing and developing a team, including handling performance and conduct conversations professionally
• Strong grounding in ITIL disciplines - Incident, Problem, Change, Asset & Configuration Management
• Experience with an ITSM platform
• Experience managing third-party suppliers and contracts
• Excellent stakeholder management skills, comfortable communicating with both technical and business audiences
• ITIL v4 Managing Professional (or equivalent) is desirable but not essential