Service Operations Manager
SecureCloud+ delivers trusted, fully managed secure ICT for UK Defence and Government, with a strong culture of employee growth. UK‑based candidates eligible for Security Clearance only.
The Role
The Service Operations Manager is responsible for ensuring the efficient, reliable, and high-quality delivery of IT services on behalf of Service Operations.
Role Responsibilities
Mentor and coach team members for professional growth and improved performance via regular check ins.
Act as second in command (2iC) for Service Operations lead as required, supporting the SLT and own professional development.
Operations Change Management
As Change Manager, oversee the Change Management process, ensuring all changes to IT infrastructure are assessed, approved, implemented, and reviewed in a controlled manner to minimise risk and impact on service quality.
Support the continuous review and improvement of the Change Management process, co-ordinating with other stakeholders and linked process owners.
Customer Request for Change
As Customer Change Manager, lead cross-functional teams to ensure all Customer/Customer Service function driven changes to Live Services have defined requirements that can be assessed, approved and implemented in line with the agreed process.
Create and execute communication plans that keep the Customer Service function informed of change progress, timelines, and impact to inform customer communications
Own the production and circulation of progress and status reports for all live Customer Requests for Change, in line with agreed Key Performance Indicator’s
Support the continuous review and improvement of the Customer Change Management process, co-ordinating with other stakeholders and linked process owners.
In line with the SC+ Incident Management Process, oversee all activities and ensure they are completed in line with agreed standards.
Where the Service Operations Analyst is unavailable, act as Incident Manager.
Oversee the ongoing development of the Incident Management process offering expertise where required to drive best practice.
In line with the SC+ Problem Management Process, oversee all activities and ensure they are completed in line with agreed standards.
Where the Service Operations Analyst is unavailable, act as Problem Manager.
Oversee the ongoing development of the Problem Management process offering expertise to drive best practice.
Support the production and interrogation of Live Service data/metrics in line with agreed standards to drive best practice for the Service Desk function.
Highlight trends and potential risks to the Service Operations leadership team for early intervention and remediation.
Support the Service Operations Analyst:
to maintain the Service Operations roadmap for IT Service Management tool improvements
In owning the relationship with the 3rd party support provider
Act as an escalation point for all enquires for IT Service Management toolset functionality to support the prioritisation of workload
Collaborate with Transition Management to facilitate the transition of new services and processes into operational use.
Contribute to the planning, execution, and monitoring of transition projects to ensure they meet predefined objectives and integrate effectively with existing services, processes and operational standards.
- Department
- Service Operations
- Locations
- Stoke on Trent - Head Office
- Remote status
- Hybrid
- Employment type
- Full-time
About SecureCloud+
SecureCloud+ is a UK sovereign-owned technology company founded in 2014, specialising in secure collaboration, data-driven decision making, and managed services for the defence sector. We design and deliver technology platforms that enable defence organisations, including the Ministry of Defence and defence industry partners, to operate securely and without compromise. Our security-cleared team works in close partnership with world-class technology vendors, providing round-the-clock support tailored to the complex and sensitive demands of the defence environment.