Service Operations Manager

As Service Operations Manager, you will be a key member of the Service Leadership Team, responsible for leading and developing specialist IT service functions that deliver world-class outcomes for our partners. Reporting directly to the Head of Service, you will provide strategic leadership across Service teams, ensuring service excellence, operational efficiency, employee engagement, and continual improvement.

• Lead, develop and inspire Team Leaders and operational teams, creating a high-performance culture where people feel supported, challenged, recognised and accountable for delivering exceptional service.
• Build leadership capability across the department through coaching, mentoring, succession planning, structured one-to-ones and regular performance development activity.
• Own service performance across all supported functions, ensuring exceptional customer outcomes, operational excellence and consistent achievement of service targets.
• Act as the senior escalation point for major partner issues, balancing customer experience, employee wellbeing and commercial objectives.
• Define and deliver strategic service improvement initiatives that enhance scalability, efficiency and support Flotek's continued growth.
• Work closely with senior leadership to shape departmental objectives, resource planning, budgets and long-term operational strategy.
• Establish and own KPI frameworks, operational reporting and performance dashboards, providing regular insights and recommendations to Directors and the Senior Leadership Team.
• Ensure effective capacity planning, governance and compliance with company policies, security standards and industry best practice.
• Build strong relationships with key partners and stakeholders, acting as a senior representative of the Service Department during reviews, escalations and critical service events.
• Drive measurable improvements in partner satisfaction, retention and overall service experience through a customer-first approach.
• Lead continual service improvement initiatives through data analysis, root cause investigations and operational reviews.
• Champion innovation, automation and emerging technologies that improve efficiency, employee experience and partner outcomes.

• Strong people leadership, coaching and team development skills, with the ability to build high-performing teams and future leaders.
• Experience managing operational performance through KPIs, SLAs, service reporting and continual improvement initiatives.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organisation.
• Commercially aware, with the ability to balance partner outcomes, operational requirements and business objectives.
• Strong understanding of Managed Services, Service Operations and modern MSP technologies, including Microsoft 365, Azure, networking and cyber security, with the confidence to support technical discussions without needing to be the deepest technical expert in the room.
• Familiarity with service management frameworks and tools, including ITIL, PSA, RMM, CRM and documentation platforms, with the ability to use data and process insight to improve service performance.
• A customer-focused, organised and results-driven leader who thrives in a fast-paced environment and remains calm under pressure.
• Proven leadership experience with a track record of leading Team Leaders, Supervisors or Managers.

• Senior EMI Share Equity Scheme — own a slice of the Purple Pie.
• Birthday day off.
• Additional day off for personal life milestones such as weddings, moving house, a child's first day at school or religious holidays.
• Give Back Day for supporting a charity of your choice.
• Perkbox discounts across gym memberships, shopping and more.
• Regular social events and team-building opportunities.
• Opportunities for professional development and career progression.

Please note: due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.