Service Management Operations Lead, Havant

Harvey Nash is now inviting candidates to apply for the role of Service Operations Lead.

• Inside of IR35
• £550 - £650
• Havant, hybrid working
• Initial 6 months

Provide operational oversight and assurance across day‑to‑day (BAU) IT services, with a primary focus on maintaining stability during our client's transition to a new outsourced service provider.

• BAU Operations Support (Incident / Problem / Change)
• MSP Transition & Early Life Support
• Monitoring & Reporting
• Major Incident Management & Communications
• Stakeholder Management

• Proven experience supporting IT operations in an outsourced / managed service environment, working closely with a Service Operations Manager and supplier teams.
• Strong hands‑on experience of ITSM/ITIL practices, especially Incident, Major Incident, Problem and Change Management in a live BAU environment.
• Experience working with Service Desk operations (triage, routing, escalation, communications) and understanding how Service Desk performance impacts end‑to‑end service outcomes.
• Strong operational experience in Incident, Major Incident, Problem and Change Management, including leadership of major incidents, facilitation of PIRs, root cause analysis, and implementation of preventive actions.
• Working knowledge of ITSM tooling (e.g., ServiceNow) and operational reporting (ticket hygiene, backlogs, trends, MI packs).
• Excellent stakeholder management and communication skills, including experience engaging senior leaders, operations teams, and supplier management.
• Strong analytical skills with the ability to use management information to prioritise, drive decisions, and measure improvement.
• Comfortable working in high‑pressure operational situations, supporting incident commanders and escalating appropriately through the Service Operations Manager.

Please submit your CV for consideration.