Service & Operations Manager
š¼ Role: Service and Operations Manager
š Location: London
š° Salary: Ā£45,000 - Ā£55,000 per annum
š Setup: Full-time | 5 days on-site
About the Role
An established and growing Managed Services provider is seeking an experienced Service and Operations Manager to lead the operational delivery of its Managed Print Services division.
This role sits at the centre of service delivery, operational control and commercial performance. You will be responsible for leading service desk and engineering teams, ensuring operational efficiency, maintaining strong governance around stock and procurement, and driving service performance across a portfolio of business clients.
This is a hands-on leadership role for someone who combines strong operational discipline with commercial awareness and a data-driven mindset.
You will play a key role in safeguarding company assets, improving service profitability and ensuring consistently high standards of client service.
Key Responsibilities
Service Operations Leadership
* Lead and develop the service desk and field engineering teams.
* Ensure all client service requests are prioritised and resolved within agreed SLAs.
* Drive accountability, ownership and high performance across the service function.
* Implement structured preventative maintenance programmes.
* Monitor and continuously improve customer satisfaction levels.
Stock & Asset Management
* Take ownership of stock and asset management across warehouse, engineers and client sites.
* Conduct structured monthly stock takes and maintain accurate stock valuation.
* Investigate and resolve discrepancies and implement controls to prevent stock loss.
* Reduce obsolete and excess stock levels.
* Stock is treated as a financial asset, so accuracy and accountability are essential.
Procurement & Cost Control
* Oversee procurement of parts and consumables.
* Ensure correct allocation of parts and consumables across service jobs.
* Monitor supplier spend and identify anomalies.
* Improve cost efficiency and purchasing discipline.
* Maintain clear approval processes and procurement audit trails.
Systems & Performance Reporting
* Maintain operational control of service management systems and ERP platforms.
* Produce structured weekly and monthly operational reports.
* Analyse service profitability by client, device type and engineer.
* Identify inefficiencies and implement corrective actions.
* Establish and track measurable KPIs across service operations.
* This role requires proactive analysis and operational improvement, not simply report production.
Warranty & Profit Recovery
* Manage consumables and parts warranty claims.
* Improve recovery from manufacturers.
* Monitor consumable yield performance.
* Contribute to improved device-level profitability.
Client & Commercial Engagement
* Conduct service reviews with key client stakeholders.
* Build strong relationships with client contacts.
* Identify opportunities for service improvement.
* Support account retention and service development initiatives.
Experience & Skills Required
* Proven experience leading a service desk or technical service environment.
* Experience managing field engineering teams or technical support teams.
* Strong stock control or inventory management experience.
* Experience overseeing procurement and supplier relationships.
* ERP or service management system experience (ECi or similar desirable).
* Strong analytical capability with the ability to interpret operational and financial data.
* Excellent communication skills and confidence working with both technical teams and clients.
* Highly organised, structured and accountable.
* Managed Print Services experience is essential.
Personal Attributes
* We are looking for someone who demonstrates:
* Strong operational discipline
* A governance and accountability mindset
* Commercial awareness
* Proactive problem solving
* Confidence challenging inefficiencies
* Analytical and results-focused thinking
The Opportunity
* This role offers the opportunity to take ownership of a critical operational function within a growing managed services organisation.
* You will have the ability to influence service delivery processes, improve operational performance and contribute directly to business efficiency and profitability.
* If you have experience leading Managed Print service operations and are looking for a role where you can make a measurable operational impact, we would welcome your application.