The Role
On behalf of our client, we are seeking an Operations Service Manager. This is the operational heart of the Operate service and reports to the Managing Director. You will own day-to-day service delivery across multiple customer accounts, ensure engineering output quality, and support the development of the engineering team.
Responsibilities will include
Lead and develop the engineering team through performance reviews, one-to-ones and quarterly evaluations.
Manage capacity across engineers, allocating resources to accounts to maintain quality and avoid over-stretch.
Own the daily operational rhythm, including ticket management, SLA adherence and quality-checking of engineer outputs.
Run weekly Customer and Delivery Reviews with the Technical Account Manager and Solution Architect to assess account health and align priorities.
Identify and act on patterns across customer accounts, turning recurring issues into process improvements or knowledge articles.
Produce the monthly Operate Intelligence Digest, summarising insights and recommendations for the team.
Define and maintain service processes, standards, tools and documentation to ensure consistent delivery.
Collaborate with the Head of Platform to integrate new tooling and evolve platform capabilities.
Ensure runbooks and knowledge bases are up to date and actively used by the engineering team.
The Person
The ideal candidate is a proactive operational leader with strong people-management skills and a commitment to delivering reliable, high-quality services within a technical environment.
Proven operational discipline, with the ability to spot drift early and enforce precise commitments.
Hands-on people management experience, including performance feedback, coaching and career development for technical teams.
Strong pattern-recognition across multiple accounts, with the ability to turn recurring issues into actionable improvements.
Technical credibility, capable of assessing engineering work, runbooks and service reviews for quality.
Commercial awareness, with an understanding of the financial impact of SLA breaches and capacity decisions.
The Hours
Full-time, hybrid role: 3 days per week on site in Bristol and 2 days remote.
The Location
Bristol, UK. The role is hybrid after 3 months and office based in Clifton, Bristol. Own transport is required for occasional site visits.
Salary
£65-80,000
The Benefits
Private Healthcare
Cycle to work scheme
Pension Scheme
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