SaaS Service Operations Lead | ITIL, KPIs & Uncapped Leave

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

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.