IT Service Operations Manager

IT Service Operations Manager
Sheffield (Hybrid - 3 days office / 2 days home) salary £45,000 - £50,000 + bonus

Are you an experienced IT Service leader ready to step up and put your own stamp on a service operation that's about to be reshaped for the future?

Elevation Tech & Transformation are working exclusively with a leading Sheffield-based business to find their next IT Service Operations Manager. This is a genuine opportunity to lead a well-established, high-volume service function during a period of real investment and transformation.

You'll take ownership of IT Service Operations for a UK-wide organisation supporting 3,000+ users across 100+ sites, managing a team of 11 and overseeing everything from the Service Desk and Major Incident Management through to Asset & Configuration Management, ITSM platform development and third-party supplier performance.

What you'll be doing

• Leading, developing and motivating a Service Desk and Service Operations team, building a positive, accountable and customer-focused culture
• Owning ITIL Service Management practices across Incident, Problem, Change, Request, Asset and Configuration Management
• Driving Major Incident Management, coordination, communication, escalation and rapid service restoration
• Championing continual service improvement through automation, self-service, and AI-enabled capabilities on a modern ITSM platform
• Building strong relationships with business stakeholders, senior leaders and strategic suppliers
• Managing supplier contracts and third-party service performance
• Handling the full people-management piece

What we're looking for

• Solid experience in IT Service Operations or IT Service Management, ideally managing a Service Desk or End User Support function of meaningful scale
• Confidence managing and developing a team, including handling performance and conduct conversations professionally
• Strong grounding in ITIL disciplines - Incident, Problem, Change, Asset & Configuration Management
• Experience with an ITSM platform
• Experience managing third-party suppliers and contracts
• Excellent stakeholder management skills, comfortable communicating with both technical and business audiences
• ITIL v4 Managing Professional (or equivalent) is desirable but not essential

Why this role?

This isn't a "fix a broken function" brief - it's an opportunity to take a well-run team to the next level, with senior leadership fully invested in the change. You'll have real scope to bring your own ideas on process, structure and technology adoption and to help shape how the team evolves over time.