Senior Service Operations Manager

The scope of this role is to oversee daily operations ensuring seamless service delivery and compliance with Service Level Agreements (SLAs). The Senior Service Operations Manager is accountable for operational quality performance compliance and regulatory standards across the technical support and management functions that underpin service contracts. The role focuses on driving continuous productivity and process improvements collaborating on reporting supporting the transition of new services and maintaining accurate operational documentation.

The Senior Service Operations Manager works closely with Service Delivery Managers to ensure value is sustained through effective prioritisation efficiency optimisation and appropriate coverage aligned to contractual commitments.

Responsibilities:

• Oversees daily service operations to ensure seamless service delivery in line with contractual commitments and agreed Service Level Agreements (SLAs).
• Acts in a client-facing service delivery role representing Endava professionally and building strong working relationships with client stakeholders.
• Monitors service performance operational KPIs and productivity metrics driving continuous service and process improvements.
• Ensures that ticket logging and escalating activity is properly documented and reviewed to comply with established controls and procedures.
• Collaborates closely with Service Delivery Managers to maintain service value through optimisation efficiency prioritisation of effort and appropriate coverage.
• Supports the transition of new services into live operations ensuring readiness documentation and operational acceptance.
• Defines produces and reviews service account and operational reports presenting insights to internal stakeholders and clients.
• Contributes to service reviews customer satisfaction analysis and service improvement initiatives.
• Supports commercial awareness risk identification and escalation in line with service and contractual obligations.

Qualifications :

• Strong written and verbal communication skills in English with the ability to communicate effectively with both technical and non-technical stakeholders.
• Proven ability to manage multiple priorities and work to strict deadlines in a fast-paced service-driven environment.
• Demonstrable experience in managing major incidents with a strong understanding of business impact service impact and customer expectations within a global organisation.
• Strong analytical and problem-solving skills with the ability to interpret service data identify trends and drive improvement actions.
• Ability to remain effective under pressure managing stress conflict and escalations in a professional and controlled manner.
• Strong time management and prioritisation skills ensuring focus on critical operational and contractual commitments.
• Good interpersonal skills with experience working collaboratively across multiple business and technology teams and engaging effectively with external partners and clients.
• Awareness and practical understanding of IT Service Management best practices (ITIL-based processes) including incident problem and service level management.

Additional Information :

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package share plan value-based recognition awards referral bonus;  
• Career Development: Career coaching global career opportunities non-linear career paths internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects rotations internal tech communities training certifications coaching online learning platforms subscriptions pass-it-on sessions workshops conferences;
• Work-Life Balance: Hybrid work and flexible working hours employee assistance programme;
• Health: Global internal wellbeing programme access to wellbeing apps;
• Community: Global internal tech communities hobby clubs and interest groups inclusion and diversity programmes events and celebrations.

At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.

Remote Work :

No

Employment Type :

Full-time