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Service Ops Manager


Job Number: 22315

Location: Acton Support Centre (123)

Contract: Full Time / Permanent


IT Service Operations Manager

IT Service Operations Manager
Acton, Head Office - London 

The IT Service Operations Manager will be part of our Service Operations team reporting into the Head of Service Operations. Service Operations Managers collectively are responsible for running our 24*7 Service Operations function which includes practices such as Major Incident Management, Proactive Monitoring, Problem Management, Peak Command Centre operations and Security Operations. As the Operations Manager You will be accountable for owning and managing the end to end delivery of the assigned operational practice in line with agreed SLAs and KPIs by leading, motivating and driving a hybrid team of internal FTEs and partner provided resources (onshore and offshore).


As part of this role, you’ll be responsible for: 

  • Governing and enhancing the quality of delivery and execution
  • Responsible for achievement of Service Operations SLAs and KPIs such as incident response, incident communications, incident resolution, reduction in MTTR, root cause analysis and elimination, preventive incident management through effective Service Monitoring, etc.
  • Operational readiness for Peak Trading periods and mobilizing and operating the Peak Command Centre
  • Ensuring effective monitoring dashboards and alerting is set up for new and existing services


You will need:

  • Experience of leading and managing a hybrid team, working with 3rd Party support teams and strategic Partners in an ITIL based environment
  • Experience of implementing Service Operations tooling, particularly in the domain of service monitoring and process automation
  • ITILv3 Service Operations Certification as a minimum
  • Degree level education in a computing related subject


We’re one team and we celebrate all of the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits, including: 

  • DCG Pension Plan 
  • Life Assurance
  • Bonus Opportunity 
  • Onsite gym & Discounted gym memberships


Beyond that, we’ll be with you every step of the way, enabling you to get the most out of your role. Training plans are a given, and you’ll have access to additional e-learning resources to really see your career develop in the way you want. We’re building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.