Service Operations Manager
Employer: Police Digital Service
Location: This is a remote role.
Working hours: Full Time
Salary: £65,000 Per Annum
Closing date: Tue, 21 Apr 2026
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Join Police Digital Service as Service Operations Manager, starting salary at £65,000pa
About Police Digital Service
To protect people from harm in our rapidly changing world, police services must not only keep up with technology and business changes but develop capabilities and ways of working that will enable them to adapt to and deal with the complexity of modern criminality.
Our vision is to support UK policing to keep people safe, get more from technology investments and make better use of public money, and we’re always on the lookout for great talent to help us achieve this.
Our Values are:
We value People
We do the right thing
We are innovative
We are one Team
We are proud and passionate
Key Responsibilities
Live Service Operations:
Own the day-to-day operational performance of live services supported through the technical service desk.
Lead first and second line support teams to ensure consistent, high-quality service delivery.
Ensure incidents, service requests, problems and changes are managed effectively through ServiceNow.
IT Service Management Execution:
Operate ServiceNow as the system of record for live service operations.
Ensure ITSM processes are applied consistently and pragmatically across the service desk.
Support continuous service improvement initiatives defined by MSD leadership.
Operational Governance and Risk:
Ensure operational change is controlled and implemented with minimal service impact.
Identify, track, and escalate operational risks, including service stability and resilience concerns.
Support continuity and disaster recovery planning by maintaining and exercising operational procedures.
Ensure live services operate within agreed governance, compliance and security frameworks.
Supplier and Partner Management:
Manage suppliers at an operational delivery level.
Monitor supplier performance against service expectations and operational commitments.
Provide operational input into supplier reviews and governance forums.
Escalate recurring or systemic supplier issues where required.
Leadership and Team Management:
Lead, manage and develop the technical service desk team.
Set clear operational objectives, priorities and performance expectations.
Ensure team capability and capacity align with live service demand.
Senior Operational Cover:
Provide operational continuity during periods of transition within Technical Operations leadership.
What you need to succeed in the role
Proven experience of developing and embedding technical operations services, to mature and transform IT managed services.
Demonstrable passion and curiosity about delivering high quality, high performing IT systems.
Stakeholder engagement and relationship management, problem solving and building trust are all essential requirements for this role.
Excellent communication skills, written and verbal, as well as presentation and negotiation skills. Ability to speak in plain English and to effectively engage with the senior Law Enforcement stakeholder community with varying data skills.
Essential:
Proven experience managing live service operations in a managed services environment.
Previous experience in and ISO 20000/27001.
Strong hands-on experience operating ITSM processes using ServiceNow.
Experience supporting cloud hosted (Azure) or Modern Workplace services (Microsoft M365) in live operation.
Demonstrated operational leadership and decision-making capability
Strong communication skills with the ability to brief senior stakeholders clearly.
Experience leading service desk or support teams.
Diversity, equity and inclusion
We are committed to equal opportunities for all and will not discriminate on any grounds. We encourage applications from people from the widest possible span of experience. All applicants will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, parental status, nationality, neurodiversity or disability status.
Working ArrangementsThis is a remote role.
All applicants must be eligible to undergo NPPV3 (Non Police Personnel Vetting Level 3 )and SC vetting clearances. Successful applicants will require NPPV3 clearance to have been cleared before starting with PDS.
Please note, we may choose to close the advert early if we receive a high volume of applications for this role so please endeavour to to complete your application as soon as possible
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