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Service Operations Manager
3 months ago
Job Title: Service Operations Manager
Company: EMCOR UK
Location: Reading
Salary: £35,000-£45,000 per annum DOE
Working Hours: 8am – 5pm, Monday – Friday
Benefits: 25 Days Holiday + BH, Company Pension, Private Healthcare, Company Sick Pay, Flex Benefits (EMCOR UK discount scheme)
About EMCOR UK: At EMCOR UK, we prioritise collaboration with our customers to meet their evolving needs for a better workplace experience. Our focus is on safety, compliance, and assurance while minimising our impact on the planet.
Role Overview:
- Oversee the Help Desk and Engineering Scheduling Team to ensure exceptional service delivery
- Provide guidance and support to team members to uphold standards and foster continuous improvement
- Implement and manage quality services that align with business requirements
Key Responsibilities:
Service Desk Management:
- Review and address outstanding tasks in the CAFM system
- Manage the lifecycle of incidents and pursue swift resolutions
- Act as the primary point of escalation for service issues
- Engage with stakeholders during incidents or service changes
Team Leadership:
- Oversee team workloads and set priorities
- Coordinate Engineer resources for reactive and planned maintenance delivery
- Identify opportunities for team development and mentorship
Governance and Reporting:
- Support the account strategy and service delivery initiatives
- Create performance reports and maintain workflow documentation
- Develop professional relationships with internal and external stakeholders
Candidate Profile:
- Proactive and solution-focused approach
- Strong understanding of IT Service Management (ITSM) principles and practices
- Excellent communication skills with all stakeholders
- Experience in leading a diverse service desk team
- Able to manage multiple priorities and adapt to evolving business needs
Qualifications and Experience:
- ITIL Foundation and Practitioner certifications
- Experience with ITSM tools and methodologies
- Background in people management and a service-oriented mindset
Additional Considerations:
- Hybrid working model requiring on-site presence
- Occasional travel to various locations may be necessary
