Job Description

Job Title: Operational Support Centre Manager
Start date: March
Type: Permanent
Location: Manchester - Hybrid 3 Days onsite
Salary: £50K + £4K Car Allowance

Are you an experienced leader in IT service management looking for your next challenge? Our client, a leading technology solutions provider, is seeking a Operational Support Centre Manager to oversee their critical support function.

About the Role:

As the OSC Manager, you’ll be responsible for leading a 24/7 support team that serves Emergency Services and Critical National Infrastructure customers. You’ll manage day-to-day operations, ensure SLA compliance, oversee Major Incident and Change Management, and drive service improvements.

This role offers a hybrid working model – three days in the Manchester office and two days remote.

Key Responsibilities:

• Oversee and develop the OSC team, ensuring high performance and professional growth
• Drive Incident, Major Incident, and Change Management to meet service obligations
• Act as the primary escalation point for supplier and service-related issues
• Own and optimize key processes to maintain operational excellence
• Ensure seamless 24/7 support coverage, with occasional out-of-hours involvement

What We’re Looking For:

• 3+ years’ experience leading an Operational Support Centre (OSC)
• ITIL Foundation Certification & strong ITIL methodology expertise
• Background in Incident, Problem, Change & Major Incident Management
• Strong stakeholder management, reporting, and customer service skills
• Knowledge of CX-One, Avaya, Salesforce, and infrastructure products (desirable)

Why Join?

• Work with cutting-edge tech supporting critical national infrastructure
  
• Lead a high-performing team in a dynamic & fast-paced environment
• Competitive salary + benefits & career growth opportunities

If you're ready to take the next step in your IT service management career, apply today!