Operations Manager – Service Delivery & Operations

About the role

We are looking for an Operations Manager to lead end‑to‑end service delivery and operations across telecom BSS/OSS and ITSM environments. The role ensures operational stability, SLA adherence and continuous improvement while working in a hybrid setting based in Reading.

Key responsibilities

• Lead end‑to‑end service operations across fulfilment, assurance, billing and support functions, ensuring SLA/KPI adherence and operational excellence.
• Manage BAU services and transition new projects into operations, guaranteeing seamless handover, operational readiness and service stabilisation.
• Drive operational governance through structured frameworks such as MBR, QBR and service reviews, tracking performance, mitigating risks and fostering continuous improvement.
• Oversee incident, problem, escalation and recovery management aligned with ITIL practices to maintain service continuity and customer satisfaction.
• Manage cross‑functional teams and vendor ecosystem to optimise utilisation, service performance and delivery efficiency.
• Implement automation, process optimisation and AI‑led improvements to enhance efficiency, reduce OPEX and improve customer experience.
• Monitor service performance metrics (SLA/KPI/OLA), identify improvement areas and drive action plans for optimisation.
• Engage with business and technology stakeholders to align operational goals and service outcomes.
• Support account growth through service expansion, upsell opportunities and participation in RFx, SOW and business case development.
• Ensure financial control by managing resource planning, cost optimisation and operational efficiency within service delivery.

Required profile

• Proven experience in end‑to‑end service delivery and operations within telecom BSS/OSS and ITSM environments.
• Strong understanding of ITIL processes and service management practices.
• Demonstrated ability to manage stakeholders, cross‑functional teams and vendor relationships.
• Experience in driving operational governance, performance tracking and continuous improvement.
• Ability to lead automation, process optimisation and AI‑driven initiatives.
• Solid financial acumen for resource planning and cost optimisation.

Required skills

• ITIL
• Telecom BSS/OSS
• ITSM
• Automation
• AI‑led process improvement