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Head of Service Operations

2 months ago

Reading, United Kingdom KYOCERA Document Solutions UK Full time

Division: ICT Services

Department: Service & Support


Main Goal

This role is required to lead, manage, and develop our Service Desk operations department, associated services, and partners.


The Service Desk Operations Department has circa 85x personal of full-time employees and flexible resourcing. The department is responsible for c£15-20m of operational cost spread across engineer parts and consumables to resourcing.


The role will support the operational Service Desk managers (x2) and service desk management structure to manage and improve the performance of the Service Desk & support/delivery to clients (internal and external) and ensure that service levels are achieved and exceeded.


Aligning with industry ISO and ITIL standards to set and achieve expectations. With clear defined KPI’s and management information approach to evidence improvement and on-going performance.


Responsibilities/Tasks

  1. Set a clear vision for the department that is aligned with the division and companywide strategy.
  2. Manage resourcing in line with budget, business performance and company demand as part of overall capacity management.
  3. Model and evolve the department to ITIL best practises.
  4. Direct involvement with Direct and In-Direct customers as part of general customer engagement but as also linked with service improvement and escalation.
  5. Manage third parties and flexible resourcing with the team as part of overall service delivery.
  6. Ensure that there is continuous service improvement.
  7. Ensure structured talent management programme is in place that considers nurturing existing talent whilst also reviewing youth and net new talent programmes linked with Kyocera’s diversity and philosophy.
  8. Ownership of the overall customer satisfaction performance, currently measured as an NPS score.
  9. Ensure correct technical controls, development and governance required in line with business operations.


A key focus of the role is to create the management capacity for change (coupled with the other tiers of management within the function) with the aim of delivering:

  • Technical enhancements to streamline performance. This should include new technologies such as AI to change service delivery and operational efficiencies.
  • ITIL practises including: Self Service, Service Desk, Problem Management, Change Management, Event Management, Access Management with clear standardised processes.
  • Single desk approach for multiple services and go to markets.
  • Clear talent and capacity planning and management


Knowledge, Experience & Skills

  • At least 10+ years of experience in Service Leadership.
  • At least 5+ years of your experience being directly involved in Service Desk Leadership.
  • Strong technical knowledge in ICT Services.
  • ITIL Expert certification or above.
  • Preferable MSP and/or MSSP experience.
  • Proven history of leading and managing large teams.
  • Experience in building and scaling multi-lingual and discipline Service desk Operations.
  • Demonstrated ability to manage key client relationships and ensure high levels of client satisfaction.
  • Experience in handling client escalations and resolving service-related issues promptly and effectively.
  • Experience in developing and implementing service strategies that drive business growth.
  • Experience in budgeting, forecasting, and financial analysis for a Service operation.
  • Track record of ensuring profitability through effective resource allocation and cost management.
  • Strong leadership skills with the ability to inspire and motivate a diverse team.
  • Effective in mentoring, coaching, and developing team members to achieve their potential.
  • Excellent verbal and written communication skills.
  • Strong analytical skills with the ability to assess situations, identify issues, and devise effective solutions.
  • Ability to make data-driven decisions and implement continuous improvement initiatives.
  • Ability to align service strategies with overall business goals.
  • Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams.


Competencies & Key Success Factors

  • Achieve service levels, customer satisfaction and technical competence levels across the service desk operation.
  • Manage budgets effectively, ensuring cost control and resource optimization.
  • Implement pricing strategies that maximize profitability while delivering value to clients.
  • Develop and execute strategies to expand the managed services.
  • Align Service Desk goals with overall company objectives.
  • Work effectively with other departments (e.g., Field Service and Professional Services) to ensure seamless service operation.
  • Provide clear direction and vision for the Service desk teams.
  • Continuously monitor and improve service methodologies and standards.
  • Optimize service processes to improve efficiency and reduce costs.
  • Use data and analytics to drive process improvements and decision-making.


What we can offer you

  • Salary (Competitive)
  • 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
  • A buying and selling holiday scheme
  • Life Assurance (4 x base salary)
  • Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.
  • Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
  • Enhanced Maternity and Paternity leave
  • Employee Assistance Programme
  • Bike2Work Scheme - salary sacrifice scheme to purchase bikes at a discount
  • Electric Car Scheme
  • Lifeworks - Access to discounts / perks
  • EyeCare - Access to money off for glasses and sight test


If you think this role sounds of interest and you would like to apply, please do so using the easy apply on the LinkedIn job post.