Operations Service Manager

About the role

We are looking for an Operations Service Manager to lead the operational heart of our Operate service. Reporting to the Managing Director, you will own day‑to‑day service delivery across multiple customer accounts, ensure engineering quality, and help grow the engineering team.

Key responsibilities

• Lead, coach and develop the engineering team through performance reviews, one‑to‑ones and quarterly evaluations.
• Manage capacity and allocate engineering resources to maintain quality and avoid over‑stretch.
• Own the daily operational rhythm, including ticket management, SLA adherence and quality‑checking of engineer outputs.
• Run weekly Customer and Delivery Reviews with Technical Account Managers and Solution Architects to assess account health.
• Identify recurring issues across accounts and turn them into process improvements or knowledge articles.
• Produce the monthly Operate Intelligence Digest summarising insights and recommendations.
• Define and maintain service processes, standards, tools and documentation.
• Collaborate with the Head of Platform to integrate new tooling and evolve platform capabilities.
• Keep runbooks and knowledge bases up to date and actively used by the engineering team.

Required profile

• Proactive operational leader with strong people‑management skills.
• Demonstrated ability to spot drift early and enforce precise commitments.
• Hands‑on experience giving performance feedback, coaching and career development for technical teams.
• Strong pattern‑recognition across multiple accounts and ability to translate issues into actionable improvements.
• Technical credibility to assess engineering work, runbooks and service reviews.
• Commercial awareness of the financial impact of SLA breaches and capacity decisions.

Required skills

What we offer

• Private healthcare
• Cycle‑to‑work scheme
• Pension scheme