Service Operations Lead
Summary: The Service Operations Lead role involves overseeing IT operations during a significant service transformation for a utilities client. The position requires hands-on management of day-to-day operations, major incident management, and coordination among suppliers to ensure service continuity. The role is critical during the transition to a new managed service provider (MSP). The ideal candidate will have extensive experience in IT service operations and a strong understanding of ITIL processes.
Key Responsibilities:
- Provide oversight of BAU IT operations across Incident, Major Incident, Problem and Change
- Lead and support major incidents and escalations, ensuring timely resolution and clear communications
- Coordinate across Service Desk, suppliers, and technical teams to maintain service stability
- Support MSP transition activities, including cutover planning and early life support
- Drive Problem Management and PIR actions to reduce recurring issues
- Produce and review operational MI (incident trends, backlog, MTTR, change success)
- Maintain runbooks, knowledge articles, and ensure ITSM tooling hygiene
Key Skills:
- Strong experience in IT service operations in an outsourced/MSP environment
- Deep hands-on experience across ITIL processes (Incident, Major Incident, Problem, Change)
- Proven track record managing major incidents and high-pressure situations
- Experience working with Service Desk and multi-supplier environments
- Strong stakeholder management and communication skills
- Working knowledge of ServiceNow (or similar ITSM tools)
- Experience supporting service transitions/early life support
Salary (Rate): £650/day
City: Havant
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Service Operations Lead
Location: Havant (50% onsite)
Contract: 6 months
Rate: £550-£650/day (Inside IR35)
We're supporting a leading utilities client on a major service transformation programme and are looking for an experienced Service Operations Lead to help maintain operational stability during a transition to a new managed service provider (MSP).
This is a hands-on role focused on day-to-day IT operations, major incident management, and cross-supplier coordination, ensuring service continuity throughout the transition.
Key Responsibilities- Provide oversight of BAU IT operations across Incident, Major Incident, Problem and Change
- Lead and support major incidents and escalations, ensuring timely resolution and clear communications
- Coordinate across Service Desk, suppliers, and technical teams to maintain service stability
- Support MSP transition activities, including cutover planning and early life support
- Drive Problem Management and PIR actions to reduce recurring issues
- Produce and review operational MI (incident trends, backlog, MTTR, change success)
- Maintain runbooks, knowledge articles, and ensure ITSM tooling hygiene
Key Requirements
- Strong experience in IT service operations in an outsourced/MSP environment
- Deep hands-on experience across ITIL processes (Incident, Major Incident, Problem, Change)
- Proven track record managing major incidents and high-pressure situations
- Experience working with Service Desk and multi-supplier environments
- Strong stakeholder management and communication skills
- Working knowledge of ServiceNow (or similar ITSM tools)
- Experience supporting service transitions/early life support
Ideal Profile
- Calm under pressure and confident managing escalations
- Highly proactive with strong ownership
- Able to engage senior stakeholders and suppliers effectively
- Structured, detail-focused and organised
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
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