Operations Service Manager (Cloud Services)

Band: 7 (£46,148 - £52,809 per annum pro rata) 
 Directorate: Digital Operations
 Reports To: Technical Architect (Cloud Services)
 Accountable To: Head of Operations (End User Compute)
 Flexible Working: Potential
 Starting: ASAP

Interviews: Week commencing 17th November 2025 

Hours: 37.5hpw

Duration: 6 months, potential to extend 

Job Summary

The Operations Service Manager will be responsible for the day-to-day management of cloud technologies, ensuring systems are secure, resilient, compliant, and high-performing. The postholder will monitor and optimise services, oversee change and incident management, and collaborate with technical and business teams to deliver efficient, reliable, and scalable solutions.

They will play a key role in continuous improvement, ensuring service quality, value for money, and alignment with organisational objectives. The role requires strong technical expertise, leadership skills, and a proactive approach to service delivery and stakeholder management.

Key Responsibilities

Service Delivery

• Oversee daily operations of cloud platforms ensuring optimal performance and availability.
• Monitor system performance, proactively identifying and resolving issues.
• Ensure all database servers are backed up according to SLA-defined RPO and RTO.
• Troubleshoot outages and service failures, including after-hours support when required.
• Conduct capacity reviews and performance assessments of managed databases.
• Recommend and implement high-availability and disaster recovery solutions.
• Ensure all operational services comply with ITIL, ISO 9001, and ISO 20000 standards.
• Work closely with suppliers to manage service performance and resolve escalations.
• Participate in change, release, and configuration management processes.
• Contribute to the development of Service Transition and Assurance documentation.
• Support business continuity planning, testing, and documentation.
• Act as deputy to the Operations Manager at governance and service review meetings.
• Identify and manage interdependencies with other projects and services.
• Participate in the ICT on-call rota as required to support operational continuity.
• Ensure technical documentation, procedures, and support materials are up to date.
• Mentor junior colleagues and provide specialist technical guidance across teams.

Quality & IT Service Management

• Promote adherence to IT service management best practices across all operations.
• Contribute to continuous improvement initiatives within ISO and ITIL frameworks.
• Support service transition activities, ensuring smooth handover to operational teams.
• Maintain and audit documentation to ensure compliance with internal standards.
• Ensure monitoring and alerting tools are effectively used to maintain service levels.
• Participate in ISO audits and support the development of corrective action plans.
• Review incident, problem, and change records to identify recurring issues or trends.
• Implement proactive measures to minimise downtime and improve service reliability.
• Collaborate with technical teams to review and update operational workflows.
• Drive standardisation and process efficiency across digital operations.

Financial & Resource Management

• Assist in planning and monitoring operational budgets and financial resources.
• Manage resource allocation to ensure project milestones and delivery targets are met.
• Contribute to the preparation of business cases and procurement plans.
• Monitor supplier performance to ensure cost-effectiveness and value for money.
• Support the Operations Manager with contract management and supplier reviews.
• Report on budget utilisation, risks, and forecasted expenditure.
• Participate in post-project evaluations and ensure lessons learned are implemented.
• Contribute to the prioritisation of investment and development proposals.

Collaborative Working

• Work with internal stakeholders to understand business requirements and align services.
• Collaborate with architects, developers, and operations teams to design effective solutions.
• Represent the organisation in local and regional IT forums.
• Maintain strong working relationships with external suppliers and partners.
• Support cross-functional collaboration on cloud strategy and digital transformation.
• Facilitate knowledge sharing and ensure consistent communication across teams.
• Act as an escalation point for complex service and performance issues.

People Management & Development

• Line manage and support technical and operational staff.
• Conduct regular one-to-ones and annual performance reviews.
• Identify and address training needs, supporting ongoing staff development.
• Foster a positive, open, and collaborative team culture.
• Delegate responsibilities appropriately while ensuring accountability for outcomes.
• Participate in recruitment, onboarding, and staff performance management.
• Support equality, diversity, and inclusion within the workplace.
• Ensure compliance with organisational HR and performance policies.

Governance & Compliance

• Ensure compliance with data protection, information governance, and cybersecurity standards.
• Maintain awareness of GDPR, Freedom of Information, and related legislation.
• Support organisational policies around equality, diversity, and environmental sustainability.
• Promote a culture of transparency and openness, encouraging staff to raise concerns.
• Ensure all operational records and data are securely managed and auditable.
• Participate in business continuity and disaster recovery planning exercises.
• Uphold all relevant policies relating to health and safety, information security, and conduct.

Continuous Development

• Stay informed on emerging technologies and trends in cloud and digital operations.
• Participate in professional development and technical training as required.
• Promote innovation and continuous learning within the team.
• Contribute to the ongoing improvement of IT strategy and service design.
• Encourage a learning culture through mentoring, coaching, and knowledge sharing.