<p>This job brief outlines the role of a Service Operations Manager who leads service delivery, drives operational improvements and ensures excellent customer outcomes. The role suits an experienced operations leader with strong people management and process skills. The successful candidate will balance strategic thinking with hands-on delivery to meet performance and compliance targets.</p>
<p>The Service Operations Manager is responsible for overseeing day-to-day service operations, ensuring teams deliver consistently high standards and continuous improvement. This role focuses on operational performance, resource planning and customer satisfaction across service channels.</p>
<h2>Service Operations Manager Job Profile</h2>
<p>The Service Operations Manager ensures smooth and efficient delivery of services across the organisation. They manage multi-disciplinary teams, develop robust processes and implement performance metrics to meet contractual and business objectives.</p>
<p>Reporting to senior management, the post holder will collaborate with commercial, technical and customer teams to resolve issues, drive root cause analysis and enhance the customer experience while controlling cost and maintaining quality standards.</p>
<h2>Service Operations Manager Job Description</h2>
<p>The Service Operations Manager plans, directs and coordinates daily service activities to achieve agreed service levels. They analyse operational data to identify trends, optimise workflows and allocate resources effectively. The role includes responsibility for health and safety, regulatory compliance and maintaining accurate operational records.</p>
<p>Working closely with stakeholders, the manager leads change initiatives to improve efficiency and service resilience. They coach and develop team members, establish clear performance objectives and ensure consistent application of policies and procedures. A strong emphasis is placed on customer-focused problem-solving and proactive risk management.</p>
<p>Key duties include creating and monitoring key performance indicators, managing budgets related to service delivery and ensuring continuity plans are in place. The role requires excellent communication skills to liaise with clients, suppliers and internal teams and to present operational performance reports to senior leaders.</p>
<h2>Service Operations Manager Duties and Responsibilities</h2>
<ul>
<li>Oversee day-to-day delivery of service operations to meet service level agreements and contractual obligations.</li>
<li>Develop, implement and refine operational processes, policies and standard operating procedures.</li>
<li>Monitor KPIs and performance metrics, producing regular reports and action plans to address gaps.</li>
<li>Lead, mentor and appraise multi-disciplinary teams, fostering a culture of continuous improvement.</li>
<li>Manage resource planning, rostering and workload allocation to maintain service continuity.</li>
<li>Coordinate incident and escalation management, driving timely resolution and root cause analysis.</li>
<li>Control operational budgets and identify opportunities to reduce costs without compromising quality.</li>
<li>Ensure compliance with statutory, regulatory and contractual requirements, including health and safety.</li>
<li>Work with procurement and suppliers to maintain service standards and contractual performance.</li>
<li>Drive customer satisfaction initiatives and act as an escalation point for key client issues.</li>
<li>Implement change projects and process improvements to increase efficiency and resilience.</li>
<li>Maintain accurate operational documentation and ensure effective handovers between shifts or teams.</li>
</ul>
<h2>Service Operations Manager Requirements and Qualifications</h2>
<ul>
<li>Degree or equivalent qualification in business, operations management or related discipline preferred.</li>
<li>Proven experience in operations management, preferably within service delivery or field services.</li>
<li>Strong leadership skills with experience in managing diverse teams and multiple stakeholders.</li>
<li>Excellent analytical skills with the ability to use data to drive decisions and improvements.</li>
<li>Proficient in performance management, SLA governance and continuous improvement methodologies.</li>
<li>Good financial acumen with experience in budget management and cost control.</li>
<li>Excellent verbal and written communication skills suited to client and executive engagement.</li>
<li>IT literate with experience of operational systems, CRM platforms and reporting tools.</li>
<li>Comfortable working in a fast-paced environment and managing competing priorities.</li>
<li>Relevant professional certifications such as ITIL, Lean or Six Sigma are advantageous.</li>
<li>Full right to work in the UK and willingness to travel to service sites as required.</li>
</ul>