Atos

5 days ago

Operations Manager (Birmingham, GB)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Lead day-to-day operations for a 1st/2nd line Support Service Desk, providing people-focused management of Team Leaders and service desk colleagues. Drive service delivery against SLAs, quality standards, productivity, and customer satisfaction by using performance data, proactive issue management, and operational governance. Build capability in a developing workforce (including apprentices), support training and knowledge management, and ensure compliance with company, client, data protection, security, health and safety requirements.

Location: United Kingdom

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Lead and develop Team Leaders and the service desk workforce, setting expectations and standards through coaching and performance management.
•Serve as an escalation point for complex operational, customer, colleague, or client issues, ensuring clear ownership and lessons learned.
•Run day-to-day Service Desk performance to meet SLAs, service levels, quality standards, customer satisfaction, and productivity targets.
•Analyse performance data to identify trends and risks, and drive continuous improvement across service quality, productivity, and customer experience.
•Support training, knowledge management, and apprenticeship adherence, and manage people processes including performance reviews and disciplinary matters.

Pay and Benefits

Perks:Paid LeaveHealth InsurancePensionFlex BenefitsLearning Budget

Key Requirements

•Service desk operations management experience is essential.
•Proven experience managing a team in a customer service, contact center, or operational environment, with accountability for service quality and customer outcomes.
•Strong people management skills, including leading performance management and working with HR on complex employee relations (sickness, grievances/disciplinaries).
•Highly organised with the ability to manage priorities, workloads, and deadlines, including resource and capacity planning and shift performance.
•Excellent interpersonal and communication skills with senior stakeholder engagement through reporting, issue management, and service review updates.

Skills:LeadershipResilienceCommunicationStakeholder managementAccountability

Eligibility

Security Clearance:SC

Company Brief

Atos

Global digital services and consulting firm delivering cloud, cybersecurity, big data, digital workplace, and managed services to enterprise and public sector clients. Provides IT transformation, systems integration, and outsourcing solutions worldwide.

Industry: Consulting

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Bezons, France

Founded: 1997

Website LinkedIn

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Atos

5 days ago

Operations Manager (Birmingham, GB)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Lead and develop Team Leaders and the service desk workforce, setting expectations and standards through coaching and performance management.
•Serve as an escalation point for complex operational, customer, colleague, or client issues, ensuring clear ownership and lessons learned.
•Run day-to-day Service Desk performance to meet SLAs, service levels, quality standards, customer satisfaction, and productivity targets.
•Analyse performance data to identify trends and risks, and drive continuous improvement across service quality, productivity, and customer experience.
•Support training, knowledge management, and apprenticeship adherence, and manage people processes including performance reviews and disciplinary matters.

Pay and Benefits

Perks:Paid LeaveHealth InsurancePensionFlex BenefitsLearning Budget

Key Requirements

•Service desk operations management experience is essential.
•Proven experience managing a team in a customer service, contact center, or operational environment, with accountability for service quality and customer outcomes.
•Strong people management skills, including leading performance management and working with HR on complex employee relations (sickness, grievances/disciplinaries).
•Highly organised with the ability to manage priorities, workloads, and deadlines, including resource and capacity planning and shift performance.
•Excellent interpersonal and communication skills with senior stakeholder engagement through reporting, issue management, and service review updates.

Skills:LeadershipResilienceCommunicationStakeholder managementAccountability

Eligibility

Security Clearance:SC

Company Brief

Atos

Industry: Consulting

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Bezons, France

Founded: 1997

Website LinkedIn