Job Specifications
Job Title: Service Operations Lead
Job Description
We are seeking a proactive and experienced Service Operations Lead to oversee the operational delivery of IT services. This role is critical in ensuring service stability, process adherence, and continuous improvement within the ITSM frameworks. You will lead the execution of core ITIL processes, manage operational ticketing workflows, and drive governance and monitoring practices to support high-quality service delivery.
Duration: 6 months initial contract
IR35: Inside
Location: Hybrid role, 3 days onsite. (Wycombe district, Buckinghamshire)
Responsibilities
Lead day-to-day service operations, ensuring timely resolution of incidents, problems, and service requests.
Oversee ticketing queues and ensure consistent triage, prioritisation, and escalation practices.
Coordinate with support teams to maintain service availability and performance.
Implement and manage service monitoring tools and dashboards.
Track and report on key operational metrics including MTTR, ticket volumes, and SLA adherence.
Provide insights and recommendations based on service performance data.
Define, document, and maintain ITIL-aligned processes (Incident, Problem, Change, Request).
Identify opportunities for process optimisation and automation.
Lead continuous improvement initiatives across service operations.
Ensure operational activities align with internal governance frameworks and regulatory requirements.
Participate in service reviews, audits, and risk assessments.
Maintain documentation and evidence for compliance and reporting purposes.
Act as a point of contact for operational escalations and service-related queries.
Communicate effectively with technical teams, service delivery managers, and business stakeholders.
Support major incident communications and post-incident reviews.
Essential Skills
Proven experience in IT service operations or ITSM leadership roles.
Strong understanding of ITIL processes.
Hands-on experience with ITSM platforms, such as ServiceNow.
Excellent analytical, communication, and stakeholder management skills.
Additional Skills & Qualifications
Service management expertise.
Experience in SLA management, governance, and process improvement.
Why Work Here?
Join a dynamic and innovative environment where your contributions are valued. You will have the opportunity to drive meaningful change and improvements within the IT service operations. This role offers a supportive culture that fosters professional growth and development.
Work Environment
The role involves working with cutting-edge ITSM platforms and tools in a collaborative team setting. You will be part of a flexible work environment that promotes a healthy work-life balance. Location
Marlow, UK
Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.
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