Operations Manager

We are seeking a driven, resilient and people-focused Operations Manager to lead a 1st and 2nd Line Support Service Desk in Birmingham. This role is responsible for day-to-day service desk leadership, team development, service performance and operational improvement.

Key Responsibilities

• Set expectations, standards and goals for Team Leaders and service desk colleagues.
• Lead, motivate and develop Team Leaders and their teams, including early-career colleagues and apprentices.
• Manage coaching, performance reviews, absence management, return-to-work processes, employee relations and succession activity.
• Act as an escalation point for complex operational, customer, colleague and client issues.
• Lead day-to-day Service Desk performance, ensuring SLAs, service levels, quality standards, customer satisfaction and productivity targets are achieved.
• Analyse performance data, manage risks and drive service improvement actions.
• Maintain client and stakeholder relationships through clear communication, reporting and proactive issue management.
• Prepare and present operational updates, performance summaries, risks, achievements and improvement plans.
• Own resource planning, workload management, shift performance, attendance, adherence and capacity requirements.
• Ensure compliance with company, client, data protection, security, health and safety and operational procedures.
• Support financial and commercial performance by understanding revenue, cost, productivity and efficiency drivers.

Skills and Experience

• Service desk operations management experience is essential.
• Proven team management experience, ideally in a customer service, contact centre or operational environment.
• Strong operational leadership and accountability for service quality, productivity and customer outcomes.
• Strong people management, communication, organisation and stakeholder engagement skills.
• Experience working with HR on complex employee relations matters such as sickness management, grievances and disciplinaries.
• Experience using KPIs, SLAs, quality results and customer feedback to identify risks and drive improvement.
• Resilience and confidence to lead teams through operational change.

Location and Eligibility

Birmingham Business Park. Candidates should be eligible to obtain SC clearance, requiring five years of continuous UK residency.

Rewards and Benefits

• 25 days annual paid leave
• Private medical scheme membership
• Pension contributions up to 10%
• Flexible benefits programme
• Courses and certification opportunities

Diversity, Equity and Inclusion

Atos is committed to a fair, diverse and inclusive work environment and encourages applications from all applicants. Reasonable adjustments are available throughout the application and assessment process.