Service Operations Lead

Service Operations Lead

• Application Deadline: 15 October 2025
• Department: IT
• Employment Type: Permanent - Full Time
• Location: Home United Kingdom

Description

Reporting to the Service Operations Manager, this role focuses on the day-to-day team and service performance, ensuring operational consistency, issue resolution, and serving as a critical link between frontline operations and management. The Service Operations Lead is responsible for the effective management and high-quality performance of the operational support teams.

This role provides leadership and support to the Operations Support Leaders in their daily responsibilities, ensuring that the global team operates in a collaborative and consistent manner. The Service Operations Lead must ensure that all Service Operations processes and procedures are adhered to and that teams deliver against their objectives and KPIs.

You will support the Operational Support Leads with Problem Management activities and work to drive continuous improvement initiatives and implement best practices across the team.

The Service Operations Lead will provide support during major incidents when required, particularly in situations that are complex or challenging, ensuring swift resolution and minimal impact on service.

Key Responsibilities

• Team Leadership and Support
• Operational Management
• Incident and Problem Management
• Automation and Efficiency
• Continuous Improvement
• Performance Monitoring and Reporting
• Service Planning and Coordination
• Process Adherence and Compliance
• Stakeholder Engagement
• Knowledge Sharing and Training
• Provide leadership and day-to-day guidance to Operations Support Leaders, fostering collaboration and consistency across the global team.
• Support team members in meeting objectives and delivering high-quality performance.
• Act as a liaison between frontline day to day operations and management, ensuring effective communication and alignment of priorities.
• Collaborate with cross-functional teams to resolve escalations and improve service delivery.
• Oversee and manage the performance of operational support teams to ensure they meet SLAs and KPIs.
• Ensure operational processes and procedures are consistently followed and aligned with Service Operations standards.
• Support major incident resolution, particularly in complex or challenging situations, to minimise service impact.
• Collaborate on Problem Management activities, supporting the drive for root cause analysis and implementing corrective actions to prevent recurrence.
• Support the teams to help identify opportunities to reduce manual overheads within the team by promoting and implementing automation solutions.
• Identify opportunities for process improvements and efficiencies within operational workflows.
• Lead initiatives to implement best practices and drive a culture of continual improvement across the team.
• Monitor service and team performance metrics, identifying trends, areas for improvement, and successes.
• Provide reports and updates on team and service performance to the Service Operations Manager.
• Ensure adequate staffing and effective shift planning to meet service requirements, including seamless regional handoffs in a global model.
• Support workforce management and contribute to long-term service planning and resource allocation.
• Ensure teams comply with operational policies, procedures, and standards.
• Drive adherence to governance frameworks and quality assurance measures.
• Build and maintain strong relationships with stakeholders to ensure alignment and support for operational goals.
• Act as a point of escalation for stakeholder concerns related to operational issues.
• Promote knowledge sharing and best practices within the team to enhance skills and service consistency.
• Identify training needs and coordinate development programs for team members.

Skills, Knowledge & Expertise

• Experience of working in a service-aligned model, with experience managing and coordinating across specialised service teams to ensure seamless delivery and customer satisfaction.
• Proven track record of leading teams with adherence to process improvements and automation in a service environment. 
• Demonstrates the ability to lead and motivate diverse, global teams within a service-aligned structure, fostering collaboration and achieving high performance.
• Excels in clear, concise communication and promotes collaboration across global teams and organisational levels.
• Thrives in a fast-paced, service-aligned environment, effectively balancing competing priorities and maintaining composure during service disruptions.
• Strong understanding of customer service principles and practices, with an emphasis on problem solving. 
• Exceptional leadership and people management skills. 
• Excellent communication and interpersonal skills, with the ability to engage and influence at all levels. 
• Excellent conflict management skills. 
• Strategic thinker with strong analytical and problem-solving skills.