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# Service Operations ManagerJob Req ID: 54197Posting Date: 22 Dec 2025Function: ServiceUnit: BusinessLocation: Endeavour Sheffield, Sheffield, United KingdomSalary: CompetitiveJob Req ID: 54197Posting Date: 22nd December 2025Function: ServiceLocation: SheffieldSalary: Competitive**Please note you must either hold or be eligible for SC (Security Clearance) for this role, which will require a minimum of 5 years working history in the UK to be eligible.**## **Why this job matters**The Service Operations Manager delivers the dedicated service requirements of a specified customer, and oversees a remit of service operations, ensuring consistency in service capabilities, as well as driving innovative projects to enhance service delivery, assurance and infrastructure performance. With high accountability for delivering outstanding customer service, this role is all about maintaining service excellence in a live environment. Reporting to the Senior Manager in Sheffield, you’ll oversee end-to-end service assurance, including major incident management.## **What you’ll be doing*** Own the day-to-day operational delivery for a dedicated client, ensuring stability, efficiency, and high-quality service.* Manage issue resolution and escalations, acting as the primary point of contact for operational challenges.* Oversee the coordination and execution of multiple projects and programmes impacting service operations.* Drive continuous improvement by working across virtual teams and influencing stakeholders across BT.* Ensure adherence to ITIL best practices and support the smooth running of operations through proactive risk and performance management.## **The skills you’ll need**CommunicationContinuous ImprovementIT OperationsCustomer Relationship ManagementEscalation Management## **What we'd like to see on your CV*** Relevant professional experience in a complex service desk operation* Extensive operational experience and in-depth knowledge of managed services operating models* Extensive stakeholder management experience within BT and customer cliental at senior/middle management layers* ITIL V4 certification is required, with ITIL intermediate as a desired qualification## **Benefits**At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.• 10% on target annual bonus • BT Pension scheme, minimum 5% employee contribution, BT contribution 10% • X4 Salary Life Assurance • Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice • 25 days annual leave (not including bank holidays), increasing with service • From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up. • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more. • 24/7 private virtual GP appointments for UK colleagues • 2 weeks paid carer’s leave • World-class training and development opportunities • Option to join BT Shares Saving schemes • Discounted broadband, mobile and TV package • Access to 100’s of retail discounts including the BT shopFlexible Working This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.**A FEW POINTS TO NOTE:**Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.