{"id":3618411,"url":"https://alion.io/job/we-connect-tech-operations-manager-services","title":"Operations Manager - Services","company":{"id":2872782,"name":"We_Connect_Tech","domain":"weconnect.tech","url":"https://alion.io/company/weconnect-tech","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-02T17:25:14Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T12:20:33Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"ROLE PURPOSE\nThe Operations Manager is responsible for managing a team of senior leads, and ultimately responsible for\ntechnical engineers supporting our customer base 24 hours a day 7 days a week. Working alongside the other\nOperations Managers, the operations manager is responsible for ensuring we meet and exceed our contracted\nSLA’s.\nThe role will focus on the technical side of support, ensuring our staff have the correct training and experience\nto perform their daily activities and to meet supplier accreditation levels. You will be responsible for the\nperformance of the team with regular performance reviews, setting and measuring success with the aid of KPI’s.\nYou will also be responsible for the resource levels of the team and future recruitment in line with demand.\nThe role also focuses upon utilisation reporting and analysis feeding back to senior leadership and advising on\nactions to be taken and act as the top level escalation point for strategic customers.\nCommunication is key to the success of the team so you will be responsible for ensuring the teams are meeting\non a regular basis and that team/department collaboration takes place where required.\nKEY INTERFACES\nVendor Management\nPortfolio Team\nService Desk Team\nManaged Services Director\nOperations Managers\nSenior Leads\n2nd/3rd Line Support Teams\nProject Management\nPS Teams\nRESPONSIBILITIES\nManage, develop and mentor Senior Leads within the Services department\nUndertake proactive activities such as checking/monitoring of the service desk function\nBe part of the Management On-Call Rota\nBe a point of contact/escalation and understand work practices for the Service Desk team managing\nCustomers in line with contracted SLA’s\nJoin major incident calls where required as an escalation point\nEncourage collaborative working within the team to identify issues promptly\nEnsure problems are identified, logged, and resolved to improve efficiencies and customer experience\nDevelop and maintain support procedures based on best practice, industry standards and ITIL practices and\nensure these are followed\nImplement methodologies to improve first call resolution, manage customer perceptions, and build strong\ninternal relationships\nWorks with Vendor Management and the Portfolio team to assist in vendor partnerships/QBRs\nUse a continual improvement process to ensure maximum efficiencies with the processes and procedures\nwithin the Operations Department and share accordingly annually as a minimum and document risk/issues\nUse and develop our monitoring tools to reduce incidents and identify problems\nDevelop daily, weekly and monthly reports on support desk team’s productivity\nBe an escalation point for case management within the team\nUtilise technology to automate processes to improve case handling\nPerform 121’s with the team, identifying KPIs for the team linked to the GTM strategy and monitor\naccordingly\nPerform regular team meetings to communicate key information to the teams and feedback to Leadership\nwhere required\nManage and approve holidays, on-call/Standby , expenses and overtime for the teams\nUndertake utilisation activities to confirm skill set gaps, additional staffing requirements based on the\nstrategical direction from the leadership team\nProvide board report statistics to the Managed Services Director relating to your team and function on a\nmonthly basis\nAssist in CSAT and NPS where required\nAid Service Management team for analysis of historical data at a high level - responsibility of the reviews\nwill be under the service management remit\nKEY SKILLS & EXPERIENCE\nEducated to A-level/Matric minimum, with higher education qualification (degree or equivalent preferred).\nAlternatively, relevant, and proven Industry experience would be accepted\n3-4 years’ experience manging remote teams\n3-4 years’ experience of managing technical support teams\nExperience in managing support teams that cross resource (pool) with PS teams.\nA history of working in the service industry with a focus on customer service\nITIL v3/4 Foundation or above is desired\nAbility to manage key stakeholders\nKnowledge of ServiceNow or other workflow-based support systems\nKEY COMPETENCIES\nProven team building and collaborative problem-solving skills\nAbility to take ownership of an issue and manage to resolution\nAbility to work and communicate with technical and non-technical staff/customers\nLeadership, coaching & development of team members\nLogical Thinking\nRelationship Building and Maintenance\nDecision Making Ability\nHigh computer literacy and ability to learn new software\nInspiring Communicator\nStrategic Thinker\nHighly Organised\nGrowth Mindset","description_format":"text","description_chars":4639,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-11-02T17:25:14Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":26,"reasons":["conf:2","win:early"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/we-connect-tech-operations-manager-services","json_url":"https://alion.io/job/we-connect-tech-operations-manager-services.json","meta":{"generated_at":"2026-11-06T13:34:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24919,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2872782},"rest":"https://alion.io/mcp/rest/get_company?id=2872782"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwe-connect-tech-operations-manager-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwe-connect-tech-operations-manager-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwe-connect-tech-operations-manager-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/we-connect-tech-operations-manager-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwe-connect-tech-operations-manager-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3618411}},{"tool":"search_jobs","arguments":{"company":"weconnect.tech","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3618411},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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