Service Operations Manager

Role Purpose The Service Operations Manager plays a key role in delivering and evolving high-quality services across two businesses - Empowered and OrderWork. This role will drive service assurance, performance, consistency, and continual improvement across all client-facing and operational touchpoints. You will be responsible for ensuring services are not only delivered to a high standard but are also governed effectively - with clear oversight, documented processes, measurable controls, and a proactive service assurance approach. This includes leading onboarding, service reviews, operational improvement initiatives, and supporting leadership with insight-led performance decisions. Key Responsibilities ⚙️ Service & Operational Management Oversee the delivery of services across both businesses, ensuring performance meets KPIs, SLAs, and internal quality benchmarks. Champion operational best practice and consistency across teams, ensuring efficient, repeatable, and scalable processes are in place. Support resource planning, delivery readiness, and alignment across internal teams and third-party providers. ✅ Service Assurance & Governance Own service assurance across all client contracts - ensuring the right controls, monitoring, and performance metrics are in place. Maintain a service governance framework across both businesses, including RACI matrices, escalation paths, and periodic assurance checks. Conduct root cause analysis of issues and incidents to ensure long-term fixes are implemented and formally closed. Monitor adherence to service processes, identify deviations, and implement corrective actions. Client Onboarding & Service Implementation Lead onboarding for new clients, ensuring services are scoped, set up, and launched effectively with the right operational wraparound. Configure new services on the platform in collaboration with the Product Team and ensure they are supported by clearly documented operational procedures. Drive improvements in the end-to-end customer journey, optimising touchpoints and support structures across both businesses. Performance Management & Data Insight Develop and own service performance dashboards and reports, driving visibility for internal teams and the SMT. Use data to proactively identify risk, performance drift, or opportunities for improvement - and take tangible action. Build clear narratives around service trends, root causes, and improvement actions for use in reviews and forums. Client Engagement & Service Reviews Lead structured, data-backed service reviews with clients, ensuring issues are addressed and opportunities explored. Work closely with account managers and delivery teams to ensure client satisfaction, retention, and commercial sustainability. Be a senior point of contact for service delivery - owning escalations and ensuring they are addressed with accountability and urgency. Service Improvement & Change Maintain a living service improvement register, coordinating initiatives across operations, customer service, and tech where relevant. Work with PMO and Operations to support change initiatives, platform releases, and continuous improvement projects. Monitor the success of improvements and build a culture of continuous learning and accountability. Process Development & Documentation Ensure all operational processes are documented, accessible, and embedded across relevant teams. Conduct regular process reviews and service assurance audits to validate compliance and identify gaps. Collaborate with the Operational Excellence Lead to align documentation with business needs and evolving services. Team Leadership & Cross-Functional Collaboration Line manage the Customer Service Manager and oversee the customer service function's delivery, targets, and team development. Provide operational leadership within the SMT, bringing service insight, performance updates, and client impact analysis to the table. Foster a collaborative culture between teams and across both businesses, focused on quality, accountability, and improvement. What You’ll Bring 5 years’ experience in service delivery, service management, or operations leadership roles. Demonstrable experience managing multiple services or contracts in a fast-paced, client-facing environment. A data-driven mindset with a strong ability to interpret performance trends and take informed action. Experience leading service reviews, onboarding clients, and designing operational support models. Strong understanding of service assurance, governance, and operational risk management. Excellent written and verbal communication, able to confidently present insights and influence decisions across senior stakeholders. Why Join Us? You’ll sit at the heart of how we deliver exceptional services to our clients - ensuring they are robust, scalable, and continually improving. This is a strategic delivery role working across two growing businesses, with the chance to shape service operations, drive better outcomes for customers, and influence the way we work at every level

Location: Woodside, GB

Posted Date: 5/8/2025