Service Operations ManagerLocation: Stoke-on-Trent (Onsite - 5 days per week)Salary: £45,000 per annumClearance: Eligible for SC ClearanceAbout the OpportunitySanderson Government & Defence is proud to be partnering with a specialist secure ICT provider delivering critical services into the UK Defence, Security, and Government sectors. Our client supports highly sensitive, mission-critical environments where service reliability and security are paramount.We are looking for a capable and driven Service Operations Manager to join their team on a full-time onsite basis in Stoke-on-Trent. This role offers the opportunity to take ownership of core IT Service Management processes while leading a team within a secure and fast-paced operational environment.The RoleAs Service Operations Manager, you will be responsible for the day-to-day leadership of Service Operations, ensuring the effective delivery of IT services across live environments. You will play a key role in driving best practice across Incident, Problem, and Change Management, while acting as a deputy to senior leadership.Key ResponsibilitiesLead, mentor, and develop Service Operations team members through regular 1:1s and coachingAct as deputy to the Service Operations Lead, supporting operational and strategic initiativesOwn and manage the Change Management process, ensuring all changes are assessed, approved, and delivered with minimal riskCoordinate customer-driven changes, ensuring clear communication, reporting, and stakeholder engagementOversee Incident and Problem Management processes, including root cause analysis and post-incident reviewsAnalyse service performance data and KPIs to identify trends, risks, and opportunities for improvementSupport the ongoing development of IT Service Management (ITSM) tools and processesWork closely with Transition teams to successfully onboard new or updated services into live operationsAbout YouProven experience in a Service Operations or ITSM leadership roleStrong knowledge of ITIL-aligned processes (Incident, Problem, Change Management)Experience managing KPIs and SLAs within a service environmentHands-on experience with ITSM tools such as ServiceNow or JiraStrong leadership, stakeholder management, and communication skillsAbility to manage multiple priorities in a secure, high-pressure environmentITIL v4 Foundation (essential); additional certifications (PRINCE2, PMP) advantageousSecurity RequirementsDue to the nature of this role, candidates must be eligible for UK Security Clearance (SC). This typically requires British citizenship or a minimum of five years' continuous UK residency. Please note that sponsorship is not available for this role.Why Apply?Opportunity to work within secure, high-impact Government and Defence programmesJoin a collaborative and growing organisationClear opportunity to shape and improve Service Operations processesStable, full-time onsite role with strong long-term prospectsIf you're an experienced Service Operations professional looking for your next challenge in a secure environment, apply now or contact Sanderson Government & Defence for a confidential discussion.Reasonable Adjustments:Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.JBRP1_UKTJ