Junior Service Operations Manager

Are you looking to build your career in service management within a highly trusted, operational environment where your work genuinely matters? Do you enjoy taking ownership, keeping services running smoothly and working closely with customers and technical teams to make a difference?

As a Junior Service Operations Manager, you will own and deliver small-scale services or take responsibility for a defined component of a larger service, under the direction of a senior delivery manager. You will support the successful delivery of services to agreed cost, risk, quality and performance targets, while ensuring services are set up for long-term sustainability and continual improvement. You’ll be part of a collaborative team where learning, development and shared responsibility are strongly encouraged.
The role is based full time at our Hemel Hempstead offices but will require occasional travel to customer sites.

What you’ll be doing:

• Managing service delivery against agreed SLAs and key performance indicators to ensure services meet contractual and customer expectations.
• Supporting the transition of new or changed services into live operation, ensuring they are fit for purpose and formally accepted into service.
• Maintaining clear service definitions, including scope and deliverables, agreed with internal and external customers.
• Monitoring service performance and using data and tools to demonstrate outcomes, value for money and continuous improvement.
• Understanding client needs and challenges and supporting service improvements, innovation and change activity.
• Own and manage the Change Enablement Practise for the services as the Change Manager, across customer stakeholders and internally. Across the full lifecycle of Changes including the chairing of Change Advisory Boards.

What you’ll bring:

• Experience in similar Service Management role accountable for one or more core Service Management practices.
• Experience of managing IT service delivery to SLAs and key performance indicators.
• An IT services background with an understanding of service delivery models.
• ITIL 4 Foundation or an equivalent service management qualification.
• A proactive approach with a strong sense of ownership and accountability for service outcomes.

It would be great if you had:

• Experience working in Aerospace, Defence and Security environments.
• Experience of Change Enablement and ownership of this practice.
• Membership of a recognised professional IT body, such as itSMF.
• Experience of ITSM toolsets ideally ManageEngine.

If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time, Permanent.
Location: Hemel Hempstead
Security Clearance Level: Must hold active SC and be willing to undergo DV.
Internal Recruiter: Rebecca.
Salary: £36,000 – £45,000.
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.