Service Operations Lead

Whitebridge is seeking a Service Operations Lead to join our FTSE100 client.

Skills & Experience required:

Essential

• Proven experience supporting IT operations in an outsourced/managed service environment, working closely with a Service Operations Manager and supplier teams.
• Strong hands-on experience of ITSM/ITIL practices, especially Incident, Major Incident, Problem and Change Management in a live BAU environment.
• Experience working with Service Desk operations (triage, routing, escalation, communications) and understanding how Service Desk performance impacts end-to-end service outcomes.
• Strong operational experience in Incident, Major Incident, Problem and Change Management, including leadership of major incidents, facilitation of PIRs, root cause analysis, and implementation of preventive actions.
• Working knowledge of ITSM tooling (eg, ServiceNow) and operational reporting (ticket hygiene, backlogs, trends, MI packs).
• Excellent stakeholder management and communication skills, including experience engaging senior leaders, operations teams, and supplier management.
• Strong analytical skills with the ability to use management information to prioritise, drive decisions, and measure improvement.
• Comfortable working in high-pressure operational situations, supporting incident commanders and escalating appropriately through the Service Operations Manager.

Desirable

• Experience in regulated industries (energy, utilities, financial services) with an understanding of audit, assurance, and operational control expectations.
• Familiarity with IT outsource contracts, service credits, underpinning contracts, and commercial levers associated with service performance.
• Exposure to SIAM/multi-supplier operating models and service integration practices.
• Experience with ServiceNow (or equivalent ITSM tooling) configuration concepts, reporting, and process enablement.
• ITIL certification (or equivalent) and/or service management qualifications (eg, SIAM, COBIT) desirable.

The successful applicant should be able to commit to starting ASAP. The role for will be hybrid and will be umbrella based working. Direct applicants only please.