Role Summary
Gridserve is seeking an experienced, customer-focused Operations Manager to act as the bridge between the Directors and the operational delivery teams. The successful candidate will ensure the business consistently delivers an outstanding service to customers while driving operational excellence, developing the team, and continually improving processes. The role sits directly beneath the founding Directors and provides day-to-day leadership for the Service Desk and Projects teams.
Job Description
The Operations Manager will take ownership of the day-to-day running of service delivery and operational performance. They will build trusted relationships with customers, support and develop internal team leaders, monitor performance against agreed targets, and identify opportunities to improve efficiency, quality and customer satisfaction. They will work closely with the Directors to implement business strategy while ensuring the operational teams deliver consistently high standards.
Key Responsibilities
- Provide day-to-day operational leadership across the Service Desk and Projects teams.
- Line manage and support team leaders, ensuring clear priorities and accountability.
- Act as the primary operational contact for key customers and maintain strong relationships.
- Lead customer service reviews, operational meetings and account discussions where required.
- Own customer escalations and ensure timely, professional resolution.
- Monitor SLA and KPI performance, identifying trends and implementing improvements.
- Drive continual service improvement through refinement of processes and procedures.
- Work with technical leads to improve efficiency, consistency and service quality.
- Produce regular operational reports and management information for the Directors.
- Assist with resource planning, workload balancing and capacity management.
- Support recruitment, onboarding, coaching and performance management of staff.
- Work alongside the Directors on operational planning and implementation of strategic initiatives.
- Promote a culture of accountability, professionalism and exceptional customer service.
Essential Experience & Skills
- Demonstrable experience leading operational or service delivery teams within an IT Managed Service Provider (MSP) or similar technology environment.
- Excellent customer relationship and stakeholder management skills.
- Strong people management, coaching and leadership ability.
- Commercial awareness with the ability to balance customer satisfaction and business objectives.
- Experience working with IT Service Management (ITSM) tools and SLA-driven environments.
- Excellent communication, organisational and problem-solving skills.
- Ability to remain calm and decisive under pressure.
Desirable Experience
- Experience in education IT services or public sector customers.
- Project management experience.
- Knowledge of Microsoft 365, Azure and modern managed service practices.
- Experience driving operational change and continuous improvement programmes.
Pay: £55,000.00-£65,000.00 per year
Benefits:
Work Location: In person
