Introduction




Company cultures & job summary



Our client is looking for an experienced Operations Manager to oversee day-to-day Lifecycle Management Services delivered to a highly confidential end client.



You'll need a solid background in IT Service Management, covering everything from Incident and Problem Management through to Service Desk oversight and supplier relationships.




Working Patterns and location - Fully on site in Cheltenham.




Key responsibilities



• Manage day-to-day operations to ensure seamless Lifecycle Management Service delivery.



• Lead and provide guidance for the Service Desk, driving prompt and effective support.



• Own the Incident Management process, including SLA adherence, queue triaging, and Major Incident engagement.



• Conduct Problem Management reviews to improve service availability and reduce recurring issues.



• Liaise with customers to communicate outage impacts and maintain service continuity.



• Manage commercial supplier relationships and support contracts.



• Produce Management Information reports and post-incident reviews to drive service improvements.



• Support change, release, and deployment management processes as required.




Skills & experience



• Proven experience in Operations Management within IT Service Management or Lifecycle Management Services (3+ years).



• Strong working knowledge of Incident, Problem, Request, Outage, and Service Desk Management processes.



• Experience producing Management Information reports and using data to improve service performance.



• Hands-on experience managing commercial supplier relationships and support contracts.



• Proficiency with Service Management tools and ITSM frameworks.



• Strong stakeholder management and communication skills across technical and non-technical audiences.



• Ability to work cross-functionally to enhance service availability and operational performance.



• Active eDV clearance - essential for this role.




The client would also like to see some of the below, but this is not essential:



• ITIL Foundation certification or higher.



• Experience supporting asset and configuration management processes.



• Background working within secure or classified government/defence environments.



• Experience assisting with project delivery alongside BAU operational responsibilities.




Additional benefits



• Flexible working arrangements.



• Provide expert financial guidance to help you select a pension plan tailored to your lifestyle.



• Company culture that places a premium on achieving a healthy work-life balance.



• Offer competitive bonuses and generous compensation packages.



• Prioritise traits such as curiosity and a good-natured sense of humour.



• Encourage and assist staff in participating in local community initiatives.



• 25 days holiday + bank holidays



• Buy/Sell holiday



• Death in Service - 3x salary



• Performance Bonus



• Cycle to work scheme



• Pension Scheme




Our client is committed to providing a diverse and inclusive workplace and welcomes applications from all backgrounds.




Part-time opportunities/flexible working is available to suit individual needs.




RECOMMEND A FRIEND: If you have professional friends/colleagues who would be interested in one of our roles and our excellent levels of service too, we'd like to recognise your recommendations with a 'thank you' of our own. For every friend you refer who then starts a role through Datasource either Contract or Permanent, we will send you £200 of Love to Shop Gift Vouchers & gift your friend £100 in Love to Shop Gift Vouchers as well!



You will be required to hold a minimum of DV Clearance. If you do not hold an active DV Clearance, please familiarise yourself with the vetting process before applying.



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