Lead Service Operations Manager
On-site · London, England, United Kingdom
Job Summary
The Lead Service Operations Manager is responsible for managing the global infrastructure support team and End User Computing (EUC) support services teams, ensuring a high-quality support level for on-premise data center and cloud-hosted infrastructure services. This role includes leading the 24/7 global Service Support function, managing incidents and service requests, and working closely with project managers to meet project deliverables. Candidates must possess strong experience in managing technical support teams, understanding of infrastructure services, and have excellent organizational skills, along with knowledge of ITIL processes and strong vendor management capabilities.
Required Qualifications
- Strong experience managing and leading infrastructure and desktop technical support teams, across multiple geographical locations.
- Strong technical understanding of supporting and delivering key infrastructure services including enterprise Windows and Linux server environments, virtual infrastructure, cloud infrastructure (e.g. AWS, O365), VDI.
- Strong experience of planning and conducting disaster recovery failovers of IT systems.
- Strong documentation and report writing skills (to both technical and business audiences).
- Knowledge of ITIL framework (Incident, Problem, Change and Request processes).
- Strong vendor management experience for providing managed support services.
Desired Qualifications
- Experience of working in a regulated financial services / banking organisation.
- Industry standard IT certification – AWS / Citrix / Microsoft / VMware / RedHat Linux / Cisco
- ITIL certification
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