Harvey Nash is now inviting candidates to apply for the role of Service Operations Lead.
- Inside of IR35
- £550 - £650
- Havant, hybrid working
- Initial 6 months
Provide operational oversight and assurance across day-to-day (BAU) IT services, with a primary focus on maintaining stability during our client's transition to a new outsourced service provider.
Key Responsibilities:
- BAU Operations Support (Incident / Problem / Change)
- MSP Transition & Early Life Support
- Monitoring & Reporting
- Major Incident Management & Communications
- Stakeholder Management
Skills and Experience
- Proven experience supporting IT operations in an outsourced / managed service environment, working closely with a Service Operations Manager and supplier teams.
- Strong hands-on experience of ITSM/ITIL practices, especially Incident, Major Incident, Problem and Change Management in a live BAU environment.
- Experience working with Service Desk operations (triage, routing, escalation, communications) and understanding how Service Desk performance impacts end-to-end service outcomes.
- Strong operational experience in Incident, Major Incident, Problem and Change Management, including leadership of major incidents, facilitation of PIRs, root cause analysis, and implementation of preventive actions.
- Working knowledge of ITSM tooling (e.g., ServiceNow) and operational reporting (ticket hygiene, backlogs, trends, MI packs).
- Excellent stakeholder management and communication skills, including experience engaging senior leaders, operations teams, and supplier management.
- Strong analytical skills with the ability to use management information to prioritise, drive decisions, and measure improvement.
- Comfortable working in high-pressure operational situations, supporting incident commanders and escalating appropriately through the Service Operations Manager.
Please submit your CV for consideration.
