Service Operations Manager

Job Title: Service Operations Manager

Location: Bridgend, South Wales

Salary: Competitive

Job Type: Permanent, Full time

Working Hours: Monday to Friday, 9:00am to 5:30pm (flexible hours between 8:00am and 6:00pm)

This is a leadership role for someone who can build brilliant teams, bring structure to a fast-moving service environment, and still understand the technology well enough to challenge decisions, support escalations, and drive meaningful improvement. If you are a people-first leader with a strong technical grounding and the ambition to help shape a growing MSP, this role gives you the platform to make a visible impact.

Who are we:

Flotek Group is one of the fastest-growing technology companies in the UK, delivering IT, Cybersecurity and Communications services to small and medium-sized businesses. With sales and support teams across the country, we are building a service operation that combines technical expertise, commercial focus and genuine care for our partners.

When you join Flotek Group, you join our Purple Army: a collaborative, ambitious team guided by shared values and high standards. We move quickly, learn constantly, recognise great work, and take pride in delivering the kind of service that earns trust and creates a genuine Wow for our partners.

The Role:

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.

This is a leadership-first role. Your technical background will help you challenge decisions, understand escalations and support your teams, but your biggest impact will come from building high-performing teams, developing future leaders, improving service delivery and creating an environment where people are engaged, accountable and proud of the service they deliver.

You will work closely with Team Leaders, Service Excellence, Project Delivery, Account Management and Senior Leadership to shape a scalable, high-performing service operation as Flotek continues its ambitious growth journey.

Responsibilities:

You will be expected to lead through your Team Leaders, setting clear expectations, coaching consistently, and creating a culture where people understand what great service looks like. The right person will be comfortable having honest conversations, recognising strong performance, supporting development and holding teams accountable in a fair, constructive and consistent way.

• 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.

What we're looking for:

• 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.

Benefits:

• Competitive salary depending on experience.
• Inclusive EMI Share Equity Scheme - own a slice of the 'Purple Pie'.
• Birthday day off.
• Additional day off for personal life milestones.
• "Give Back Day" for supporting a charity of your choice.
• Perkbox discounts across shopping, gyms, restaurants and more.
• Regular social events and team-building opportunities.
• Career growth pathways into senior service leadership as Flotek continues to scale.

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.

Candidates with experience of; IT Service Delivery Manager, Managed Services Operations Manager, IT Infrastructure & Operations Manager, IT Service Manager, Managed IT Services Lead, Service Operations Lead may also be considered for this role.