Operations Manager

Company cultures & job summary

Our client is looking for an experienced Operations Manager to oversee day-to-day Lifecycle Management Services delivered to a highly confidential end client.

You'll need a solid background in IT Service Management, covering everything from Incident and Problem Management through to Service Desk oversight and supplier relationships.

Working Patterns and location – Fully on site in Cheltenham.

·        Manage day-to-day operations to ensure seamless Lifecycle Management Service delivery.

·        Lead and provide guidance for the Service Desk, driving prompt and effective support.

·        Own the Incident Management process, including SLA adherence, queue triaging, and Major Incident engagement.

·        Conduct Problem Management reviews to improve service availability and reduce recurring issues.

·        Liaise with customers to communicate outage impacts and maintain service continuity.

·        Manage commercial supplier relationships and support contracts.

·        Produce Management Information reports and post-incident reviews to drive service improvements.

·        Support change, release, and deployment management processes as required.

·        Proven experience in Operations Management within IT Service Management or Lifecycle Management Services (3+ years).

·        Strong working knowledge of Incident, Problem, Request, Outage, and Service Desk Management processes.

·        Experience producing Management Information reports and using data to improve service performance.

·        Hands-on experience managing commercial supplier relationships and support contracts.

·        Proficiency with Service Management tools and ITSM frameworks.

·        Strong stakeholder management and communication skills across technical and non-technical audiences.

·        Ability to work cross-functionally to enhance service availability and operational performance.

·        Active eDV clearance — essential for this role.

The client would also like to see some of the below, but this is not essential:

·        ITIL Foundation certification or higher.

·        Experience supporting asset and configuration management processes.

·        Background working within secure or classified government/defence environments.

·        Experience assisting with project delivery alongside BAU operational responsibilities.

·        Flexible working arrangements.

·        Provide expert financial guidance to help you select a pension plan tailored to your lifestyle.

·        Company culture that places a premium on achieving a healthy work-life balance.

·        Offer competitive bonuses and generous compensation packages.

·        Prioritise traits such as curiosity and a good-natured sense of humour.

·        Encourage and assist staff in participating in local community initiatives.

·        25 days holiday + bank holidays

·        Buy/Sell holiday

·        Death in Service – 3x salary

·        Performance Bonus

·        Cycle to work scheme

·        Pension Scheme 

Our client is committed to providing a diverse and inclusive workplace and welcomes applications from all backgrounds.

Part-time opportunities/flexible working is available to suit individual needs.

RECOMMEND A FRIEND: If you have professional friends/colleagues who would be interested in one of our roles and our excellent levels of service too, we'd like to recognise your recommendations with a 'thank you' of our own. For every friend you refer who then starts a role through Datasource either Contract or Permanent, we will send you £200 of Love to Shop Gift Vouchers & gift your friend £100 in Love to Shop Gift Vouchers as well!

You will be required to hold a minimum of DV Clearance. If you do not hold an active DV Clearance, please familiarise yourself with the vetting process before applying.

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