Senior Service Operations Lead ITIL & Service Desk

Selfridges; Leicester; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading retail company in Leicester seeks a Senior Service Operations Manager to drive Service Excellence across the Service Desk and 2nd Line Support. The role requires ITIL accreditation, strong problem-solving skills, and the ability to lead and develop a high-performing team. Responsibilities include managing service delivery, ensuring incident resolution, and fostering relationships with key stakeholders. This permanent position offers a competitive salary plus benefits and is integral to supporting business growth through technology.

Benefits

Competitive salary plus benefits

Qualifications

• ITIL Accredited (Manager or Expert) in business & service operational management.
• Experienced working in Retail with exposure across the value chain.
• Detail-oriented self-starter with proactive problem-solving skills.

Responsibilities

• Ensure the Service Desk resolves all reported incidents to customer satisfaction.
• Lead operational readiness, capacity alignment, and service continuity.
• Build and maintain strong relationships with Retail Operations and stakeholders.

Skills

ITIL Accreditation

Retail experience

Customer focus

Problem-solving

Strong communication skills

Job description

A leading retail company in Leicester seeks a Senior Service Operations Manager to drive Service Excellence across the Service Desk and 2nd Line Support. The role requires ITIL accreditation, strong problem-solving skills, and the ability to lead and develop a high-performing team. Responsibilities include managing service delivery, ensuring incident resolution, and fostering relationships with key stakeholders. This permanent position offers a competitive salary plus benefits and is integral to supporting business growth through technology.