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Service Operations Manager About the Role Are you ready to lead IT service operations and champion excellence in reliability, performance, and user experience? We're seeking a Service Operations Manager to oversee our 1st and 2nd Line Support teams and ensure seamless IT service delivery across the organisation. As a senior leader in IT, you'll shape the direction of our support function, drive continuous improvement, and play a key role in incident management, change control, and vendor relationships. Your leadership will ensure we not only meet but exceed our service targets, keeping systems running efficiently and delivering an outstanding experience for users. Key Responsibilities Service Leadership & Management Lead, develop, and inspire the 1st & 2nd Line Support teams, maintaining high standards of consistency, quality, and service delivery. Effectively manage team resources, drive high performance through KPI tracking, and foster a culture of continuous improvement. Take overall ownership of IT service availability, aiming for 99%+ uptime and optimal system performance. Incident & Problem Management Oversee both standard and major incidents, ensuring prompt resolution and proactive steps to prevent recurrence. Lead Root Cause Analysis (RCA) investigations and implement actionable solutions to enhance system stability. Monitoring & Reporting Utilise ITSM toolsets (e.g., Ivanti Neurons) to track service effectiveness and leverage data for process optimisation. Monitor customer satisfaction, colleague productivity, and identify opportunities for automation. Vendor & Financial Management Manage relationships with third-party vendors to ensure SLAs are consistently achieved and systems are proactively managed. Monitor IT budgets and expenditures, identifying opportunities for cost savings while maintaining high service quality. Change & Asset Management Lead the IT change management process, ensuring changes align with business objectives and minimise disruption. Oversee hardware, software, and licensing compliance; manage effective on boarding and off boarding processes. Documentation & Compliance Maintain clear, comprehensive documentation of IT processes to ensure knowledge transfer and operational continuity. Ensure all IT operations comply with relevant security and regulatory standards. Skills & Experience Proven experience in IT Service Operations or Service Delivery Management ideally experience of setting up service environments from conception. Strong expertise in ITSM tools (such as Ivanti Neurons) and third-party vendor management. Demonstrated leadership, coaching, and team development abilities. Excellent problem-solving skills and a track record of stakeholder management. Experience managing IT budgets and driving cost optimisation initiatives. A passion for continuous improvement and innovation within IT service management. How Success is Measured System Availability: 99%+ uptime of critical systems. Service Performance: Measurable improvements in support efficiency and user satisfaction. Change Success Rate: Seamless and successful implementation of IT changes. Security & Compliance: Full alignment with industry standards and internal security policies. Who You'll Work With Senior IT Leadership Team Service Delivery Team, Service Desk, and wider IT colleagues Business Functional Leaders & Department Heads Key IT Suppliers & Third-Party Providers At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer. By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.

Operations Manager for Patient Care Our Client is seeking to recruit a seasoned professional ideally with managing patients and their transportation. The position will organising and managing a team of circa 30 personnel in the team. This role will be worked over 2 shifts from Monday to Friday each ??????\" 6.00 am to 4.00 pm or 12.00 noon to 9.00 pm each day. Working in Team environment is very important for success therefore you should maintain positive working relationships with others. Great service is paramount for our continued expansion and the trust of our partners. The role of Operations Manager is ensuring this is delivered consistently by using data metrics allied with staff development to affect a continuous improvement programme which allows us to retain staff and keep scaling the business. You will have specific responsibility for the following: • The management of all staff within the operations group including the on and off boarding of staff, optimisation of shift times, holidays, sickness, absenteeism, and general performance. • Implementation of improved operational procedures across all shifts. This will include standardisation of ways to deal with call answering, customer management, reporting of issues and a consistently professional working environment. Fully understand and manage the technology that runs operations, primarily Echo but also telecoms and future innovations. • Work with the Operations Director and COO to develop KPI measurements for all aspects of the operations process and use this information to drive change and improvements through all parts of your areas of responsibility. Collaborate with the Driver Services Manager to ensure that Operations fairly allocate patient journeys to Driver Companions, aiming to optimise work distribution and support DC earnings through POB (Patients on Board) • Work closely with the Head of Fleet to ensure supply matches demand and we can deliver on our demanding SLA criteria. • Work with the Operations Director, COO and sales team on new business and how that may be best integrated to our current business model. • Take responsibility for accurate daily pricing exceptions. • Work with the Head of Compliance & Training to investigate and respond to queries and issues. Skills required Previous experience in a similar role is essential. Experience of using data to improve performance. The ability to present your ideas and rationales to senior management clearly and concisely. As a healthcare business, ethical behaviour and business practices are part of our core values and you ensure that your behaviour and the behaviour of others is professional at all times. Assess situations to determine the importance, urgency, and risks, making clear decisions including escalation to your Line Manager. Proficient in all key packages such as Microsoft Excel and or BI. Personal Skills Qualified Determination and persistence Effective communication skills Self-awareness Critical thinking An ability and willingness to learn Team skills Honesty This is an office based position Monday to Friday each week. The Client is based in Hampstead North London. The salary will be in the range £40K - £50K + Benefits. Do send your CV to us in Word format along with your salary and availability.

Technical Operations Manager/ Project Manager - Southampton - £45,000 - £60,000 - Hybrid (1 day/wfh) Do you want to join a multi-million pound, rapidly growing IT Solution Provider and make a genuine impact on driving their change, structure and process through Operations? Do you want to get involved with high-level project management in which you can make a real impact? Do you want to make your stamp on an impressive IT Solution Provider, with a path to becoming the Operations Director? You will be involved with both internal and external operations and will be heavily involved with the management of their high-level projects. Will be responsible for implementing new processes and structures into the team to ensure ongoing growth. This is a chance to walk in as THE change manager, making it your own and leading the way. Experience needed: Improving internal and external processes and practices to ensure an exceptional support/project service is delivered IT Operations and Project management experience MSP background (not essential) Improving Incident, Problem & Change management across the firm Prince 2 (not necessary but ideal) Exceptional organisational skills Ensuring comprehensive measurement and reporting of KPIs. Responsibilities: Responsibility for the decisions in and around technical offerings, services, innovation, automation and products that will most help the customer base Involved in leading and managing projects on a large scale across their various key clients Get involved with projects, strategy and vision Vendor Assessments - Reviewing group 3rd party partner contracts Providing leadership and resource alongside Director and Senior Techs Oversee all aspects of management process/workflows from evaluation to resolution. Implement structures in place. Perfect for an experienced individual who is looking for a little more authority and ownership within an established, fast growing Solution Provider. This is a very exciting opportunity and a genuine chance to put your stamp on an excelling IT solution provider and make a change... leading to becoming Operations Director.

Transport Operations Manager for Patient Care Our Client is seeking to recruit a seasoned professional ideally with managing patients and their transportation and drivers. The position will organising and managing a team of circa 30 personnel in the team. This role will be worked over 2 shifts from Monday to Friday each ??????\" 6.00 am to 4.00 pm or 12.00 noon to 9.00 pm each day. Working in a Team environment is very important for success therefore you should maintain positive working relationships with others. Great service is paramount for our continued expansion and the trust of our partners. The role of Operations Manager is ensuring this is delivered consistently by using data metrics allied with staff development to affect a continuous improvement programme which allows us to retain staff and keep scaling the business. You will have specific responsibility for the following: · The management of all staff within the operations group including the on and off boarding of staff, optimisation of shift times, holidays, sickness, absenteeism, and general performance. · Implementation of improved operational procedures across all shifts. This will include standardisation of ways to deal with call answering, customer management, reporting of issues and a consistently professional working environment. · Fully understand and manage the technology that runs operations, primarily Echo but also telecoms and future innovations. · Work with the Operations Director and COO to develop KPI measurements for all aspects of the operations process and use this information to drive change and improvements through all parts of your areas of responsibility. · Collaborate with the Driver Services Manager to ensure that Operations fairly allocate patient journeys to Driver Companions, aiming to optimise work distribution and support DC earnings through POB (Patients on Board) · Work closely with the Head of Fleet to ensure supply matches demand and we can deliver on our demanding SLA criteria. · Work with the Operations Director, COO and sales team on new business and how that may be best integrated to our current business model. · Take responsibility for accurate daily pricing exceptions. · Work with the Head of Compliance & Training to investigate and respond to queries and issues. Skills required Previous experience in a similar role is essential. Experience of using data to improve performance. The ability to present your ideas and rationales to senior management clearly and concisely. As a healthcare business, ethical behaviour and business practices are part of our core values and you ensure that your behaviour and the behaviour of others is professional at all times. Assess situations to determine the importance, urgency, and risks, making clear decisions including escalation to your Line Manager. Proficient in all key packages such as Microsoft Excel and or BI. Personal Skills Qualified Determination and persistence Effective communication skills Self-awareness Critical thinking An ability and willingness to learn Team skills Honesty Overview We are seeking a highly skilled and motivated Operations Manager to oversee and enhance our operational processes. The ideal candidate will be responsible for ensuring the efficiency of our operations while maintaining high standards of quality and service. This role requires a strategic thinker with strong leadership abilities who can effectively manage teams and drive continuous improvement initiatives. Responsibilities • Develop and implement operational strategies to optimise productivity and efficiency across all departments. • Monitor daily operations and ensure compliance with company policies and industry regulations. • Lead, mentor, and motivate a diverse team of employees to achieve performance targets. • Analyse operational performance metrics to identify areas for improvement and implement corrective actions as necessary. • Collaborate with other departments to streamline processes and enhance overall service delivery. • Manage budgets, forecasts, and resource allocation to ensure operational sustainability. • Foster a culture of safety, quality, and continuous improvement within the organisation. • Prepare regular reports on operational performance for senior management review. Qualifications • Proven experience in an operations management role or similar position within a relevant industry. • Strong leadership skills with the ability to inspire and develop teams. • Excellent analytical and problem-solving abilities, with a keen eye for detail. • Proficient in project management methodologies and tools. • Exceptional communication skills, both verbal and written, with the ability to engage stakeholders at all levels. • Familiarity with budget management and financial analysis is advantageous. • A degree in business administration, operations management, or a related field is preferred but not essential. If you are passionate about driving operational excellence and are looking for an opportunity to make a significant impact within an organisation, we encourage you to apply for this exciting position as Operations Manager. This is an office based position Monday to Friday each week. The Client is based in Hampstead North London. The salary will be in the range £40K - £50K + Benefits. Do send your CV to us in Word format along with your salary and availability.

We are currently seeking a Software Operations Manager to work with our public sector client 6 months contract Excellent day rate inside IR35 Location: London preferred 1 day a week, Bristol or Manchester - Hybrid working The ideal candidates will have a proven Software Operations Management background within public sector experience holding active SC clearance. Skills and responsibilities: Operational Management - Ensure critical SaaS, Cloud and installed software tools are delivered to a high-quality operational standard Work with the wider Technology and Security team, Finance and Procurement Teams, Business Operations leads, and the People Team. Act as the point of ownership, escalation, and resolution for software-related operational issues. Governance & Reporting - Support strategic contract management for critical software tools (e.g., AWS, GitHub, Docker) Business Case Development Actively manage stakeholders, identifying and managing relationships with and between internal and external stakeholders, communicating clearly and regularly with them. Have extensive knowledge and significant experience of business management (procurement, planning and reporting). Particularly managing the delivery of software tools and digital projects in a large/complex organisation. collaboration and operational delivery, including requirements gathering, problem solving. Are familiar with the public sector and government processes Can demonstrate administration, IT (particularly Google Sheets or Microsoft Excel) and support skills, with strong attention to detail