ICT Service Operations Manager

RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.

ICT Service Operations Manager
Location: Gosforth OR Stanley (Hybrid Working)
Salary: ?62,546 per annum
Contract: Permanent, Full Time (37 hours per week) Gosforth OR Stanley (Hybrid Working as standard 3-4 days in office - must be flexible to work in the office 5 days per week if needed)

Lead the Future of ICT Service Delivery
Are you an experienced ICT leader with a passion for delivering high-performing, secure, and customer-focused technology services?

We're looking for an ICT Service Operations Manager to lead a talented technical team responsible for delivering exceptional ICT services across a complex organisation. This is an exciting opportunity to play a key role in shaping digital services, driving operational excellence, and supporting major technology transformation programmes.

If you're an experienced leader with expertise across service operations, cloud infrastructure, cyber security, and IT service management, we'd love to hear from you.

The Role
Reporting to the Head of ICT & Digital Services, you'll provide strategic and operational leadership across Service Desk, Infrastructure, Cloud Services, End User Computing, and Cyber Security.
You'll lead multidisciplinary technical teams, ensuring services remain secure, reliable, resilient, and continuously improving while supporting both day-to-day operations and future digital transformation initiatives.

Key Responsibilities

• Lead Service Desk, Infrastructure, Cloud, End User Computing and Cyber Security teams.
• Drive the delivery of high-quality ICT services across 1st, 2nd and 3rd line support.
• Embed ITIL best practice across Incident, Problem, Change and Continual Service Improvement.
• Manage cloud infrastructure, cyber security platforms and operational technology services.
• Lead and mentor technical managers and develop high-performing teams.
• Work closely with development teams to improve service transition and operational readiness.
• Make key technical and operational decisions to support successful project delivery.
• Manage third-party suppliers and service providers to achieve agreed service levels.
• Develop and monitor SLAs, KPIs and service reporting for senior leadership.
• Support business continuity, disaster recovery planning and operational resilience.
• Contribute to ICT strategy, digital transformation and continuous improvement initiatives.

About You
You'll be an experienced ICT operations leader who enjoys building strong teams and delivering excellent customer-focused services.

Essential Experience

• Significant experience managing ICT Service Operations within a complex environment.
• Proven leadership of Service Desk, Infrastructure, Cloud and Security teams.
• Strong experience managing Microsoft Azure cloud environments and enterprise infrastructure.
• Excellentoperationalcyber security knowledge including:
  • Security monitoring
  • Incident response
  • Vulnerability management
  • Endpoint protection
• Experience managing enterprise networking, end user computing and modern workplace technologies.
• Strong supplier and contract management experience.
• Experience delivering ITIL-based service management and continual service improvement.
• Experience developing service reporting, KPIs and operational performance frameworks.
• Experience leading multidisciplinary technical teams through change and transformation.

Qualifications

• Relevant ICT qualification or equivalent professional experience.
• ITIL v4 Foundation (minimum requirement).
• Higher-level ITIL certifications are desirable.
• Full UK driving licence (desirable).

What You'll Bring
You'll be someone who can:

• Inspire and develop high-performing technical teams.
• Build strong relationships with stakeholders across the organisation.
• Think strategically while remaining operationally focused.
• Balance service delivery, security and innovation.
• Analyse complex technical and business information to make informed decisions.
• Champion continuous improvement and modern ways of working.
• Communicate confidently with both technical and non-technical audiences.

What's on Offer?
In addition to a competitive salary, you'll benefit from:

• ?62,546 annual salary
• 26 days annual leave, increasing to 31 days with service
• Birthday leave
• Occupational pension scheme
• Health cash plan
• Flexible benefits package
• Funding for professional qualifications, conferences and learning opportunities
• Opportunity to play a leading role in an ambitious digital transformation programme

Regular office attendance and travel between regional sites will be required, so applicants should live within reasonable commuting distance.

Apply Today
If you're an experienced ICT leader looking for your next challenge and want to shape the future of technology services within a forward-thinking organisation, we'd love to hear from you.
Apply now to be considered.
Closing Date: 26 July 2026
Please note: Applications may close early if sufficient high-quality applications are received.

Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful.

If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a “Refer A Friend” bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed!

Red Snapper Recruitment is a member of the Red Snapper Group.

The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.

The Red Snapper Recruitment Group is an equal opportunities employer.