In brief
This Service Operations Manager role oversees day-to-day IT service management across complex, multi-supplier environments. The work involves coordinating technical teams and suppliers to drive service performance, governance, and continuous improvement.
Best for
Experienced Service Operations Managers from security-regulated or defence sectors
Non-negotiable
Active SC clearance required
What you need
Required
Service Operations Management
Clearly required in the listing
ITIL 4
Clearly required in the listing
Service Desk Management
Clearly required in the listing
End User Compute
Clearly required in the listing
Major Incident Management
Clearly required in the listing
Stakeholder Management
Strongly implied by the listing
Communication
Strongly implied by the listing
SC Clearance
Must already hold
ServiceNow
Clearly stated in the job description.
Preferred
SIAM
Clearly required in the listing
Lean
Clearly required in the listing
Agile
Clearly required in the listing
Continual Improvement
Clearly required in the listing
CMDB
Clearly required in the listing
Asset Management
Clearly required in the listing
Your day-to-day
Lead operational governance
Clearly stated in the job description.
Coordinate service delivery
Clearly stated in the job description.
Monitor service health
Clearly stated in the job description.
Manage major incidents
Clearly stated in the job description.
Oversee ServiceNow relationships
Clearly stated in the job description.
Drive operational improvements
Clearly stated in the job description.
Support service introduction
Clearly stated in the job description.
Maintain governance records
Clearly stated in the job description.
Experience expected
Level
Senior level
Based on what the listing states
Years of experience
Not stated
No clear years requirement found
Evidence from the listing
Experience level
“Service Operations Manager - SC Cleared We are seeking an experienced Service Operations Manager to take ownership of day-to-day service management across a complex, multi-supplier IT environment.”
Full job description (from employer)⌄
Service Operations Manager - SC Cleared We are seeking an experienced Service Operations Manager to take ownership of day-to-day service management across a complex, multi-supplier IT environment. This is a key operational role, responsible for ensuring services are delivered effectively, consistently and to a high standard. You will work across Service Desk, End User Compute, technical teams and suppliers, driving strong service performance, governance and continuous improvement. What you'll be doing Lead daily and weekly operational governance across IT service management activities. Coordinate Service Desk, End User Compute, regional teams and third-party suppliers to ensure effective end-to-end service delivery. Monitor service health, SLA performance, operational risks and recurring issues, taking proactive action where required. Provide leadership and coordination during major incidents and critical service events. Manage the operational relationship with ServiceNow managed service providers and influence platform priorities and improvements. Drive improvements across automation, self-service, reporting and operational efficiency. Support service introduction, operational readiness, early life support and service acceptance activities. Maintain strong governance, audit readiness and accurate service management records. Identify opportunities for continual improvement across the wider service operation. What we're looking for Proven experience managing Service Operations within a large-scale, complex or multi-supplier environment. Strong understanding of ITIL 4 and IT service management best practice. Experience managing or overseeing Service Desk and End User Compute services. Strong ServiceNow governance, product ownership or managed service experience. Experience managing escalations, operational risk and major incidents. Excellent stakeholder management and communication skills. Experience working within Defence, Government or another security-regulated environment. Must hold active SC clearance. Desirable experience SIAM, Lean, Agile or Continual Improvement experience/certification. Experience managing regional or global support teams. Service Introduction, Operational Readiness and Early Life Support experience. Knowledge of CMDB, Asset and Configuration Management. Experience delivering service improvements, automation and operational efficiencies. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change
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Note
We generate this analysis from the job description. The listing may have changed since then, or the analysis may not be fully accurate — always check the original posting before applying.