Service Operations Manager

3 weeks ago

Manchester, United Kingdom Roc Technologies Full time

Service Operations Manager, Manchester

We are seeking an experienced and motivated Service Operations Manager to join our team. In this key role, you will ensure efficient triage, incident management, and seamless service delivery within a hybrid resourcing model, while fostering positive behaviours aligned with the SIAM delivery framework.


As the Service Operations Manager, you will be the primary point of contact for ensuring the effective management of resources, subcontractors, and services. You will maintain service levels, oversee risk management, and collaborate closely with stakeholders to deliver efficient network and IT services.


This is an exciting opportunity to work in a fast-paced environment, where your expertise and leadership will make a tangible impact on service delivery and client satisfaction.


Key Responsibilities


  • Oversee the task management of a hybrid resource team to ensure efficient and effective service delivery.
  • Deliver quality-focused service aligned with ITIL, Cyber Essentials, and GDPR frameworks.
  • Collaborate with ROC’s Network Operations Centre (NOC) for seamless management of incidents, requests, and events.
  • Identify and mitigate risks affecting contractual obligations, providing leadership with updates and solutions.
  • Maintain the accuracy and integrity of the Configuration Management Database (CMDB) for supported assets.
  • Ensure the end-to-end delivery of network services, meeting SLA requirements.
  • Act as the escalation point for customer ticket issues, ensuring swift and successful resolutions.
  • Work closely with internal teams—engineering, account management, and service delivery—to align with client and stakeholder expectations.
  • Support and manage engineering teams, including onboarding of remote NOC engineers and on-site staff.
  • Develop and maintain Business-as-Usual (BAU) process documentation to ensure operational excellence.

If you’re ready to make a real impact in a challenging and rewarding role, we want to hear from you

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