Product Service Operations Lead

Correla Limited; Metropolitan Borough of Solihull; On-site; GBP 55,000; Full time

Job summary

A forward-thinking technology company in the UK seeks an experienced professional to lead service management using ITIL principles within a dynamic SaaS environment. The ideal candidate will have extensive experience in service management, customer-facing roles, and problem-solving skills. The role offers opportunities for continuous improvement and collaboration across teams. The company promotes diversity and inclusion in the workplace, encouraging applications from various backgrounds.

Benefits

Uncapped annual leave

6-12% Pension Contribution

Private Healthcare

Wellbeing Services

Qualifications

• Extensive experience working within an ITIL or recognised service management framework.
• Experience applying service management practices within SaaS start-ups or scale-ups.
• Strong understanding of product lifecycles and aligning service operations with product maturity.
• Detailed knowledge in developing, analysing, and reporting on service dashboards, KPIs, and SLAs.
• Customer-facing experience, including escalation management and running service reviews.

Responsibilities

• Lead service management for allocated products, applying ITIL principles.
• Monitor service performance through KPIs and SLAs.
• Collaborate with Customer Success and Product Teams for service reviews.
• Partner with Product and Engineering Teams for service standards adherence.
• Lead continuous improvement across service management practices.

Skills

ITIL knowledge

Service management in dynamic environments

Problem-solving skills

Analytical skills

Customer-facing experience

Collaboration across teams

Job description

Job Details

Discipline: Standard

Job type: Permanent

Job ref: 009663

Published: 9 days ago

Salary: circa £55,000

Job Type: Permanent

About Us

In March 2021, Correla was created as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond. Correla is derived from correlation, because we’re all about exploring and enhancing relationships between data, people, and processes. Our SaaS products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies. Our goal is to support industry transformation, move to a net‑zero future, and positively impact the end consumer.

About The Role

• Lead service management for allocated products, applying ITIL principles, SaaS best practices and effective risk mitigation strategies.
• Monitor, track, and report service performance through KPIs and SLAs, driving proactive and automated reporting that helps to drive operational excellence.
• Collaborate with Customer Success and Product Teams to provide regular service reviews and progress updates on outstanding service issues.
• Partner with Product and Engineering Teams to ensure appropriate service standards and best practice are being adhered to.
• Lead on continuous improvement opportunities across service management practices, operational processes and enhanced customer experience.

About You

• You will have extensive experience working within an ITIL or recognised service management framework.
• You will have experience applying service management practices within dynamic environments such as SaaS start‑ups or scale‑ups.
• You will have a strong understanding of product lifecycles and aligning service operations with product maturity.
• You will have detailed knowledge in developing, analysing, and reporting on service dashboards, KPIs, and SLAs.
• You will have customer‑facing experience, including escalation management and running service reviews.
• You will have strong problem‑solving and analytical skills with a focus on service stability and improvement.
• You will have a collaborative approach, working effectively across Product, Engineering, and Customer success teams.

What We Offer

• Locate for your day
• Uncapped annual leave
• 6-12% Pension Contribution
• Private Healthcare
• Wellbeing Services
• And more!

At Correla, we are committed to working towards being a more diverse and inclusive workplace where our people can truly be themselves. We recognise the benefits of having talented people from a range of backgrounds and cultures who bring different perspectives, life experiences and diversity of thinking. Our aim is to attract and retain the very best diverse talent to help create an exciting, innovative, and successful business that enables us to deliver an exceptional experience for our customers. We would therefore like to encourage applications from people with varied skillsets and experience and from different backgrounds and sectors to help shape our future.

Correla is an Equal Opportunities Employer. We believe in equality of opportunity regardless of race or racial group, ancestry, place of origin, ethnicity, sex, sexual orientation, gender identity, gender expression, gender re‑assignment, age, record of offences, marital/civil partnership status, family status, pregnancy, maternity and paternity, religion/belief or disability. We promise that your opportunity for employment with us depends solely on your qualifications and relevant experience.