Service operations manager


Department: Digital Signage

Location: Mansfield

Reference: 0601

Number of positions: 1

Type: Full Time


Job description:

We are looking for an experienced service operations manager to work across our major national client accounts. You need to be obsessed with world-class service delivery and continuously drive and inspire those around you by identifying and implementing service desk best practices, ways of working and processes.

This is a very hands-on role where you will play a key role in ensuring we meet our contractual obligations to the very highest standard. You will be the main point of client contact and will need to drive continuous improvement and change with internal and external operational teams, including third-party suppliers.

Clear communication is key, as you will manage information about and resolution of major incidents and be the first respondent to such incidents when they arise. 

Essential skills:

  • 3-5 years of service delivery, service desk or service operations management, ideally in digital signage or on a large-scale national or international level
  • Outstanding written and verbal communication skills
  • Ability to be pragmatic with excellent relationship management skills
  • Knowledge of digital signage hardware and software across key components
  • Knowledge of ITSM and Service Desk tools – Zendesk preferred.
  • ITIL qualified

Day-to-day responsibilities will include:

  • Working alongside the service desk team leader to implement service desk best practices, ways of working and processes
  • Service delivery management of third-party engineer resource providers
  • Creation and delivery of client service-delivery reporting
  • Inspiring continuous improvement of service delivery plans and management processes
  • Working with internal service operation teams and resolver groups (IT SDM and incident and problem manager)
  • Working with client IT and helpdesks, locally and globally to establish ways of working

Desirable skills:

The successful candidate will be the single point of escalation for service-related digital signage issues and will be adept at managing escalations effectively until the point of resolution. They will proactively analyse service desk performance, trends and risks and identify and raise areas for improvement, along with conducting monthly and quarterly workshops and service delivery reviews with clients and internal teams.

They will need to be able to drive constant service desk operational improvements through system and process implementation and build strong, long-term relationships with the clients through successful service delivery and implementation. They will be happy to take ownership of contractual SLAs and KPIs, will ensure new clients are onboarded correctly, and all systems and processes across the service desk, IT and operations are aligned to deliver against SLAs, while keeping the team resourced effectively to meet the needs of the business.


Interested? To apply for this position, send your CV, quoting reference 0601, with an indication of your salary expectations, to

We look forward to hearing from you.

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