Full job description

Service Operations LeadLocation: Havant (50% onsite)
Contract: 6 months
Rate: £550-£650/day (Inside IR35)
OverviewWe’re supporting a leading utilities client on a major service transformation programme and are looking for an experienced Service Operations Lead to help maintain operational stability during a transition to a new managed service provider (MSP).
This is a hands-on role focused on day-to-day IT operations, major incident management, and cross-supplier coordination, ensuring service continuity throughout the transition.
Key Responsibilities*Provide oversight of BAU IT operations across Incident, Major Incident, Problem and Change
*Lead and support major incidents and escalations, ensuring timely resolution and clear communications
*Coordinate across Service Desk, suppliers, and technical teams to maintain service stability
*Support MSP transition activities, including cutover planning and early life support
*Drive Problem Management and PIR actions to reduce recurring issues
*Produce and review operational MI (incident trends, backlog, MTTR, change success)
*Maintain runbooks, knowledge articles, and ensure ITSM tooling hygiene
Key Requirements*Strong experience in IT service operations in an outsourced / MSP environment
*Deep hands-on experience across ITIL processes (Incident, Major Incident, Problem, Change)
*Proven track record managing major incidents and high-pressure situations
*Experience working with Service Desk and multi-supplier environments
*Strong stakeholder management and communication skills
*Working knowledge of ServiceNow (or similar ITSM tools)
*Experience supporting service transitions / early life support
Ideal Profile*Calm under pressure and confident managing escalations
*Highly proactive with strong ownership
*Able to engage senior stakeholders and suppliers effectively
*Structured, detail-focused and organised


Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.