Service Operations Centre Manager – Hybrid IT Leader

Haven; Hemel Hempstead; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading leisure company in Hemel Hempstead is seeking a Service Operations Manager to lead IT support teams and ensure high-quality service delivery. The role involves managing incident responses, embedding automation for efficiency, and driving continual improvements. Successful candidates must have experience in frontline IT support, a strong understanding of ITIL, and excellent communication skills. This position offers a hybrid working model with various benefits, including an annual bonus and discounts on holidays.

Benefits

Holiday Buy Scheme

Annual bonus

75% discount on holidays

Comprehensive wellbeing support

Access to corporate box at the O2 Arena

Exclusive discounts with corporate partners

Learning and Development opportunities

Enhanced family friendly policies

Qualifications

• Experience leading frontline IT support operations, including Service Desk and IT Operations with strong knowledge of ITIL.
• Proven ability to lead multidisciplinary teams in hybrid settings using a structured leadership style.
• Strong operational judgement and problem-solving capability focused on continual improvement.
• Excellent communication and collaboration skills with ability to translate technical issues into business impact.

Responsibilities

• Lead the day-to-day operation of the IT Service Desk and IT Operations teams.
• Own Incident, Major Incident, Request and Event Management.
• Embed a knowledge-centred, automation-focused approach.
• Build strong relationships across Engineering, Product, Parks and central teams.
• Drive continual service improvement through insight and projects.

Job description

A leading leisure company in Hemel Hempstead is seeking a Service Operations Manager to lead IT support teams and ensure high-quality service delivery. The role involves managing incident responses, embedding automation for efficiency, and driving continual improvements. Successful candidates must have experience in frontline IT support, a strong understanding of ITIL, and excellent communication skills. This position offers a hybrid working model with various benefits, including an annual bonus and discounts on holidays.