Service Centre Operations Manager - Glasgow

company car (£6k), 20% Management Incentive Plan, 25 days holiday, with the option to buy / sell 5 days, private medica


Nine Twenty are delighted to be partnering with their client in Glasgow for the recruitment of an Operations Manager within a service centre environment.

Role Purpose: 

The Service Centre Operations Manager will have day to day responsibility for the overall performance of the Service Centre. This includes the individual customer SLA and KPI targets. The individual will report directly into the UK Operations Director and will have in the region of 5 direct reports who will in turn manage the day to day running of the customer desks.


  • Overall responsibility for the UK Service Centre
  • Responsibility for circa 100 staff
  • Supporting circa 20 customers 24 x7
  • Responsible for the achievement of all SLA and KPI across the customer base
  • Budget responsibility
  • Forecasting responsibility
  • Definition of Service Improvement Plans across the customer base
  • Service review meetings both on and off site
  • Quality standards are met to achieve CSAT results
  • Ensure regular staff reviews take place and yearly appraisals are conducted
  • Facilitate ISO audits with BSi representation to ensure compliance
  • Work with Scottish Enterprise on funding for training where appropriate
  • Provide GSC costs to support Bid activity, sales hosting potential new client
  • Provide full support to Service Architects assisting in the design of the service desk solutions for potential new clients and implementing solutions on new client wins
  • Identify and act on new opportunities to improve business, existing processes, work methods, shift left opportunities, CSIP and cost reductions.
  • Liaise with key customers, account managers, SDM’s and colleagues, providing guidance and advice in support of customer issues
  • Establish and maintain co-operative business relationships with internal and external partners
  • Ensure all activities comply with relevant Acts, legal demands and ethical standards
  • Support coach and transfer expert knowledge to more junior colleagues
  • Maintain Business Continuity and Disaster Recovery processes and procedures along with testing these processes
  • Working with GSC to main the GSDM model
  • Work towards Gartner targets, ensure targets are maintained and exceed where possible


  • 5 – 10 years’ experience of operational management gained within a service desk environment or similar
  • Commercial awareness and financial management, including setting budgets etc.
  • Drive cost reduction
  • Driving improved efficiencies
  • Results orientated with excellent communication and interpersonal skills
  • Presentation and business report writing skills to a high standard
  • Excellent client relationship management
  • Strategic planning
  • Strong ability to identify and manage risk
  • Sound understanding of ITIL service management methodologies

Qualification/Certification requirements

  • Educated to Higher National or degree level
  • ITIL foundation or equivalent 

To apply for the position, please get in touch in with Rachael at Nine Twenty.