Service Operations Lead

Location: Havant (50% onsite)
Contract: 6 months
Rate: £550-£650/day (Inside IR35)

Overview

We're supporting a leading utilities client on a major service transformation programme and are looking for an experienced Service Operations Lead to help maintain operational stability during a transition to a new managed service provider (MSP).

This is a hands-on role focused on day-to-day IT operations, major incident management, and cross-supplier coordination, ensuring service continuity throughout the transition.

Key Responsibilities

• Provide oversight of BAU IT operations across Incident, Major Incident, Problem and Change
• Lead and support major incidents and escalations, ensuring timely resolution and clear communications
• Coordinate across Service Desk, suppliers, and technical teams to maintain service stability
• Support MSP transition activities, including cutover planning and early life support
• Drive Problem Management and PIR actions to reduce recurring issues
• Produce and review operational MI (incident trends, backlog, MTTR, change success)
• Maintain runbooks, knowledge articles, and ensure ITSM tooling hygiene

Key Requirements

• Strong experience in IT service operations in an outsourced / MSP environment
• Deep hands-on experience across ITIL processes (Incident, Major Incident, Problem, Change)
• Proven track record managing major incidents and high-pressure situations
• Experience working with Service Desk and multi-supplier environments
• Strong stakeholder management and communication skills
• Working knowledge of ServiceNow (or similar ITSM tools)
• Experience supporting service transitions / early life support

Ideal Profile

• Calm under pressure and confident managing escalations
• Highly proactive with strong ownership
• Able to engage senior stakeholders and suppliers effectively
• Structured, detail-focused and organised