IT Service Operations Manager

The role ensures the delivery of reliable, secure, and customer-focused IT services through effective team leadership, supplier management, operational governance, and continual service improvement. The role drives operational excellence through the adoption of best practices, automation, AI-enabled capabilities, and service innovation. Working closely with business stakeholders, internal IT teams, and strategic suppliers, the role ensures technology services deliver measurable value, support business objectives, and meet the needs of more than 3,000 colleagues across a geographically dispersed UK organisation with over 160 branches. What you will be doing:

• Lead and develop Service Operations, Service Desk, and Service Management teams, ensuring the delivery of high-quality, customer-focused IT services aligned to business objectives.
• Own the performance, governance, and continual improvement of ITIL service management practices, including Incident, Problem, Change, Request, Asset, and Configuration Management.
• Ensure the achievement of agreed SLAs, OLAs, and operational performance targets
• Lead Major Incident Management activities, ensuring effective coordination, communication, escalation, rapid service restoration, and ongoing service resilience.
• Drive continual service improvement through the adoption of AI, automation, self-service capabilities, and ServiceNow platform enhancements to improve efficiency, customer experience, and operational effectiveness.
• Develop high-performing teams through coaching, mentoring, performance management, and the promotion of a collaborative, accountable, and customer-focused culture.
• Build strong relationships with business stakeholders, IT teams, and strategic suppliers to ensure services meet business requirements and deliver measurable value.
• Contribute to the Service Operations strategy and roadmap, leading operational improvements, service enhancements, and technology-driven transformation initiatives

• Significant experience in IT Service Operations or IT Service Management roles.
• Strong practical experience of ITIL Service Management disciplines and frameworks.
• Experience managing Service Desk and End User Support functions.
• Proven experience in Major Incident and Problem Management.
• Experience managing IT Asset Management and Configuration Management practices.
• Experience managing third-party suppliers, contracts, and service performance.
• Strong stakeholder management and communication skills.
• Experience leading service improvement, automation, and operational improvement initiatives.
• Knowledge of ITSM platforms such as ServiceNow.
• Strong analytical, problem-solving, and decision-making capabilities.

Desirable

• ITIL v4 Managing Professional or equivalent certification.
• Experience of AI-enabled service operations and workflow automation.

• Competitive salary
• 25 days holiday + 8 bank holidays. Company closed during Christmas period
• Company pension with up to 7.5% employer contribution.
• Life assurance (up to 4x salary).
• SIG Share Incentive Plan
• Employee Discounts from top high street and online brands
• Access to structured development through our Operations Academy, Apprenticeships, and on-demand training via our Learning System.

At SIG PLC, we recognise the value our employees bring. In return, you’ll be part of a supportive team with opportunities to grow, train, and build a long-term career. SIG is committed to creating a fair and inclusive environment where employees feel safe, proud, and valued. We welcome talent that reflects the diverse customers and communities we serve. If you require any accommodations during the recruitment process, please let us know. Due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised closing date. Once a vacancy has closed, we are unfortunately unable to consider additional applications - we therefore encourage you to apply as soon as possible to avoid disappointment. #SIG

SIG Plc. is a leading supplier of specialist building materials to trade customers across Europe with strong positions in its core markets as a specialist distributor of insulation and interiors products and as a merchant of roofing and exteriors products.