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# IT Service Operations Manager

- **Company:** SIG plc
- **Location:** Sheffield, UK
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Configuration Management, Information Technology, Servicenow
- **Published:** August 21, 2026
- **Apply:** https://www.careerjet.co.uk/job/gb23e30652868174ace5acaefb6ea31b53/eaa

## About the Role

* 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.

## Description

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


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