Service Operations Manager

 

Service Operations Manager – MSP / Managed Services

Location: Leeds – Hybrid, 2–3 days per week in the office
Salary: £50,000–£55,000
Employment: Permanent, Full-Time

YourCode Recruitment is working with an established and growing IT Managed Service Provider in Leeds to recruit an experienced Service Operations Manager.

This is a senior operational leadership position with responsibility for the performance of the Service Desk and wider Managed Services operation, ensuring customers receive a consistent, high-quality service while driving improvements across people, processes, technology and automation.

The successful candidate will ideally come from an MSP, Managed Services or IT Service Management environment and have experience leading service desk teams, managing SLAs and KPIs, improving ITIL processes and working directly with customers and senior stakeholders.

The Role

As Service Operations Manager, you will take ownership of day-to-day service performance across the Service Desk and live managed services environment.

Responsibilities will include:

• Leading the performance and development of Service Desk and Managed Services teams
• Managing Service Desk Team Leaders and other operational leads
• Taking ownership of SLAs, KPIs, queue management, escalations and backlog performance
• Leading major incident management, including communication and post-incident reviews
• Maintaining and improving ITIL-aligned service management processes
• Planning team capacity, resources and rotas around customer demand
• Monitoring service performance and producing operational reporting for senior leadership
• Supporting the onboarding and transition of new customers into live support
• Owning and improving customer satisfaction and service improvement plans
• Working with customers during service reviews and providing clear performance insights
• Reducing repeat incidents through problem management, knowledge sharing and self-service
• Identifying opportunities to improve efficiency through automation and AI
• Supporting the development of increasingly proactive and data-driven managed services
• Managing relevant suppliers and third-party service relationships
• Coaching and developing team members through objectives, 1-to-1s and career development

The role has genuine scope to influence how managed services are delivered as the organisation continues to develop its technology, automation and service offering.

What We're Looking For

We’re looking for someone with:

• 3+ years' experience managing a Service Desk or IT Service Operations function
• Previous MSP or Managed Services experience preferred
• Strong people leadership experience, ideally managing through Team Leaders or Supervisors
• Experience managing SLAs, KPIs, escalations, backlogs and service performance
• Good knowledge of ITIL principles and IT Service Management
• Experience with ITSM/PSA platforms – ConnectWise experience would be advantageous
• Sufficient technical understanding of Microsoft 365, Windows and Azure to confidently manage technical escalations
• Strong customer and stakeholder management skills
• A data-driven approach to service performance and continuous improvement

Experience with device lifecycle management, Microsoft Intune, Autopilot, service automation or AI within IT support would be particularly useful.

Why Apply?

This is an opportunity to join an established Leeds technology business in a role where you'll have real influence over service delivery.

You’ll be given responsibility for an established operation while helping shape its next phase – improving processes, developing people and making greater use of automation and technology.

Salary: £50,000–£55,000
Location: Leeds
Hybrid: 2–3 days per week in the office

Apply today for further information and a confidential conversation.