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!