Service Operations Lead

About the role

We are supporting a leading utilities client on a major service transformation programme. The Service Operations Lead will ensure operational stability while the organisation transitions to a new managed service provider, handling day‑to‑day IT operations and major incident management.

Key responsibilities

• Oversee BAU IT operations across Incident, Major Incident, Problem and Change processes.
• Lead and support major incidents and escalations, providing timely resolution and clear communication.
• Coordinate Service Desk, suppliers and technical teams to maintain service stability.
• Support MSP transition activities, including cut‑over planning and early‑life support.
• Drive Problem Management and post‑incident reviews to reduce recurring issues.
• Produce and review operational management information such as incident trends, backlog, MTTR and change success rates.
• Maintain runbooks, knowledge articles and ensure ITSM tooling hygiene.

Required profile

• Strong experience in IT service operations within an outsourced or MSP environment.
• Deep hands‑on experience with ITIL processes (Incident, Major Incident, Problem, Change).
• Proven track record of managing major incidents and high‑pressure situations.
• Experience working with Service Desk and multi‑supplier environments.
• Excellent stakeholder management and communication skills.

Required skills

• ITIL
• ServiceNow (or similar ITSM tool)