Service Operations Manager

Service Operations Manager - MSP

Leeds | Hybrid – 2–3 days in office

£50,000–£55,000

YourCode is recruiting an experienced Service Operations Manager for an established IT Managed Service Provider in Leeds.

This is a senior operational role responsible for the performance of the Service Desk and Managed Services function , combining people leadership, service management, customer experience and continuous improvement.

We’re particularly interested in candidates who have managed a Service Desk within an MSP, Managed Services or IT Services environment and understand what excellent customer-facing IT support looks like.

What you'll be doing

• Leading Service Desk and Managed Services teams through Team Leaders and operational leads
• Owning SLAs, KPIs, escalations, queues and backlog performance
• Managing major incidents and post-incident reviews
• Driving consistent ITIL-aligned processes and ways of working
• Planning resources and capacity around customer demand
• Coaching and developing operational teams
• Reporting service performance to senior leadership
• Supporting customer onboarding and transition into live support
• Leading service improvement initiatives
• Attending customer service reviews and managing stakeholder relationships
• Driving problem management and reducing repeat incidents
• Identifying opportunities for automation, AI and self-service
• Helping develop more proactive, data-led managed services

What we're looking for

• 3+ years' experience managing an IT Service Desk / Service Operations function
• MSP or Managed Services experience strongly preferred
• Strong people management and leadership experience
• Experience owning SLAs, KPIs and service performance
• Good working knowledge of ITIL and ITSM
• Experience with ITSM/PSA platforms; ConnectWise would be beneficial
• Technical understanding of Microsoft 365, Windows and Azure
• Strong client and senior stakeholder communication skills
• Experience driving measurable service improvements

Exposure to Intune, Autopilot, device lifecycle management, automation or AI within Service Desk environments would be an advantage.

Working pattern: Hybrid – typically 2–3 days per week in the office

Service Operations Manager - MSP

Leeds | Hybrid – 2–3 days in office

£50,000–£55,000