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IT Service Operations Manager

Not Specified

39 hours per week

Not Specified

Support Centre, Lincoln

c. £60k - £65k per annum

Permanent

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About the role:
Our colleagues in IT provide an efficient and dependable support service to all of our business areas. A crucial part of our support services, this team use their creative knowledge to design, develop and support systems and processes across all of our business areas.

We’re looking for an experienced IT Service Operations Manager to take ownership of our IT services and ensure their consistent, high-quality delivery. In this role, you’ll ensure IT services align with business needs, are proactively managed and continuously improved. You’ll be fully accountable for service delivery against Service Level Agreements (SLAs) and lead the IT Support, Support Engineer and User Fulfilment teams, supported by team leaders.

You’ll monitor and report on service performance, address delivery gaps and ensure accurate KPI reporting. You’ll also oversee User Fulfilment, including identity and access management, equipment requests and security compliance.

As the main contact for service-related issues, you’ll ensure customer satisfaction, coordinate responses to major incidents and maintain clear communication with stakeholders. You’ll identify and implement improvements to enhance service efficiency and support change projects by ensuring smooth service transitions. Root cause analysis and preventative action planning will also form part of your remit.

For a more detailed role breakdown, please refer to the full job description which is available as a download on this page.

INDMP
About You
We’re looking for someone with strong leadership, communication, and service management expertise—someone who can bring structure, reliability, and a continuous improvement mindset to a fast-paced IT environment. To succeed in this role, you’ll need:
Proven experience as an IT Service Operations Manager or in a similar role, managing multiple IT support functions.

A strong understanding of ITIL principles and practices; certification in ITIL or a relevant framework would be a plus.

Hands-on experience leading IT incident management and acting as the key escalation point.

Experience chairing a Change Advisory Board and overseeing change control processes.

Demonstrated ability to lead and develop both internal teams and external service partners.

Excellent vendor management skills, including negotiating and managing service-level agreements.
You will demonstrate strong analytical and problem-solving skills with a focus on driving service improvements. With experience in managing service transitions, you ensure changes are implemented smoothly and effectively. Your proactive mindset helps you identify and deliver operational enhancements, while your excellent communication skills enable you to influence stakeholders and align teams with business goals.

Benefits:

In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including:
- 34 days annual leave (including bank holidays) (pro-rata)
- Pension scheme (with up to 12% employer contributions)
- Generous colleague discount rates across our family of businesses
- Annual discretionary colleague bonuses to reward you for your hard work
We are an “Investors in People - Platinum” employer, meaning that we have been recognised as one of the country’s top employers, offering progression opportunities to all our colleagues. As your confidence grows, you’ll have the opportunity to build the skills necessary to further progress your career and help to open up future opportunities. Whether you’re thinking of a future with us or looking to develop your skills with a community-focused business, we’ll work together with you to shape your career for the better.
About Us
From a single store in 1861 we have grown to be one of the most successful co-operatives in the UK. We’re proud to be able to offer a wide range of services from across our family of businesses. From Food Stores and Pharmacies to Post Offices and Support Services, we’re a growing society made up of over 220 outlets and nearly 3,000 colleagues.

We're owned by our members, the people of Lincolnshire and surrounding counties, and have been for more than 160 years! Communities are at the heart of everything we do and motivates us to deliver more than great customer service. We support them by sharing dividend with our members, investing in new and improved services, raising money for charity through our Community Champion scheme, supporting local schools and so much more! Find out more about us, our purpose and wonderful colleagues here.

We work together as a Society and are committed to ensuring our recruitment process is barrier free and as inclusive as possible for everyone. If you need any adjustments, would like us to do anything differently during the interview or would like to get in touch with us about anything else, please contact our Recruitment team on (01522) 533316, or alternatively you can email [email protected].

We may choose to close our vacancies in the event that we receive a high volume of suitable applications, so we encourage all candidates to apply as soon as possible.

Job Description

Where you'll
be working

Here is where you'll be based.

Stanley Bett House, 15-23 Tentercroft Street, Lincoln, Lincolnshire, LN5 7DB, United Kingdom

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Support Services

Behind every great shift in store, branch, pharmacy or funeral home, there's a team working with our front-line colleagues making sure everything runs smoothly.

Find out more

Why choose us?

Career progression

Whether you have big ambitions or taking a small next step, you'll have chances to learn, build your skills, and grow more confident in your role.

How we help you grow

For life's challenges

If life gets in the way you'll have supportive managers who listen and help you find a way forward.

Owned by members, not shareholders

You'll be part of a co-op that puts people and communities first, every day.

Beewise credit union

A Lincolnshire Co-op exclusive credit union, with a simple way to save and access low-interest loans.

Pensions

Your future matters. We'll match what you pay in, up to 12%, with our Honeypot pension scheme.

Volunteering

You get two paid days a year to volunteer locally, doing something that feels good and has an impact in the community.

Why choose us

Rewards & benefits

A good job should come with good perks and as a colleague, you'll have access to a range of rewards and benefits. Some from day one, with others available once you've completed your probation.

Up to 36 days holiday

You'll start with 30 days annual leave (including bank holidays). That rises to 36 days with service.

Time to talk

A yearly catch-up with your manager to talk about how things are going and what support, training, or next steps would help you.

Beewise credit union

A Lincolnshire Co-op exclusive credit union, with a simple way to save and access low-interest loans.

Employees association

Discounted social events and days out. From comedy nights and concerts to shows and trips at special prices.

Colleague awards

Great service doesn't go unnoticed. You can nominate a colleague for an award when they've gone the extra mile.

Healthcare scheme

Affordable cover options for individuals and families, if you want a little extra support.

Union membership

We work closely with the Union of Shop, Distributive and Allied Workers (USDAW) to support good working conditions and best practice.

Wellbeing support

Help for both body and mind, including counselling, helpful resources and other support when you need it.

Discretionary bonus

When the Society performs well, profits may be shared through an annual discretionary bonus. It's worked out as a percentage of your annual wage.

Colleague discount

After you've completed your probation, you'll get discounts across our products and services through our cashback scheme.

Volunteering days

You get two paid volunteer days each year to support your local community. It's part of your role, fully paid.