Technical Operations Manager

The Operations Manager is responsible for ensuring that requested changes to services and infrastructure entering the live production environment are risk‑minimised, controlled, and effectively communicated. The role plays a key part in supporting Incident, Change, and Problem Management processes, while aligning change activities with operational standards and organisational goals for service excellence.

• Management & Leadership of the UK Voice Infrastructure Support team ensuring effective service delivery, ownership and overachievement of SLA’s.
• Definition and drive of continuous service improvement plans that ensure capacity, sustainability and efficiencies in delivery are effective enabling improved levels of customer satisfaction.
• Act as the primary escalation point for any technical operational issues related to the service.
• Energy, Drive and Leadership of team ensuring empowerment, development and succession planning are at the forefront enabling the great people we have at SCC to develop the careers they deserve.
• Management, tracking and effective reporting of resource utilisation.
• Identify and work towards better standardisation, governance, operational efficiencies and Service improvements.
• Input into and assist with the delivery of People, process and technology roadmap that delivers efficiency, capacity, stability and continual improvement of Data centre services.
• Directly interact with clients, service delivery managers, account managers, technical teams and 3rd parties in the delivery of good practice service delivery as required.
• Build and nurture strong effective relationships with all departments the MOJ / SCC Services business ensuring collaboration and support continues to drive the strong bonds formed.
• Perform any other duties from time to time that may be required by Data Centre Services division allowing the department to grow and provide further opportunities for development.     

• Strong understanding of the ICT industry, ideally within Unified Communications, with.
•  Senior level IT Management with leadership experience within a IT Service provider environment delivering services to multiple customers.
• Experience working with customer technology environments, support requirements, and adherence to SLAs.
• Skilled in using ITSM tools such as ServiceNow to manage change processes effectively.
• Experience and exposure to large scale operational delivery teams.
• Proven ability to manage time, adapt to dynamic environments, and prioritise tasks independently while maintaining high-quality deliverables.
• Strong teamwork and interpersonal skills, with the ability to work under own initiative and remain calm under pressure.
• Positive customer service mindset with clear business focus and a proactive, can‑do attitude.
• Demonstrated stakeholder management experience, including working with third‑party suppliers to deliver services and products.