Operations Manager

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

We are seeking a driven, resilient and people-focused Operations Manager to lead a 1st & 2nd Line Support Service Desk. This is a key management role, responsible for the day-to-day leadership of the service desk and for ensuring the team delivers a professional, efficient and client-centred service.

This role requires a confident people leader who can build capability and maintain high standards within a developing workforce, including early-career colleagues and apprentices. The successful candidate will provide clear direction, reinforce professional behaviours and create a culture of accountability, engagement and continuous improvement.

They will manage and develop Team Leaders, bringing structure, consistency and strong operational discipline to the service desk. Working closely with key stakeholders, they will ensure operational plans are delivered effectively, risks are managed pro-actively and service performance is continually reviewed.

This is a highly visible role within Atos, supporting major strategic client accounts and contributing to the successful delivery of UK sovereign IT services. The Operations Manager will need to navigate a complex stakeholder environment with credibility, diplomacy and sound judgement, managing sensitive issues while upholding the highest professional standards.

Key Responsibilities

Team Leadership & Management

• Set clear expectations, standards and goals for Team Leaders and service desk colleagues, providing leadership, direction and support to develop high-performing teams through effective coaching, performance management and colleague engagement.
• Lead, motivate and develop Team Leaders and their teams, including early career colleagues and apprentices, creating a culture of accountability, engagement, continuous learning and service excellence.
• Demonstrate resilience and adaptability in leading an evolving workforce, including regular onboarding of new joiners as apprentices transition into alternative placements, while continuing to embed a strong professional culture and consistent standards.
• Act as an escalation point for complex operational, customer, colleague or client issues, ensuring clear ownership, communication, resolution and lessons learned activity.
• Manage employee relations and people processes including performance reviews, absence management, return to work processes, people development and succession activity.

Service Delivery & Performance

• Lead the day-to-day operational performance of the Service Desk, ensuring agreed SLAs, service levels, quality standards, customer satisfaction and productivity targets are achieved.
• Analyse performance data to identify trends, manage risks and drive clear improvement actions across service quality, productivity and customer experience.
• Develop strong client and stakeholder relationships, maintaining confidence in service delivery through clear communication, reporting and proactive issue management.
• Maintain best practice and quality standards by ensuring operational governance is in place, including performance reviews, action tracking, risk management, compliance checks and service improvement plans.

People Development & Culture

• Support training, knowledge management and apprenticeship program adherence so colleagues can operate effectively .
• Maintain a positive, inclusive, accountable and professional working environment where colleague wellbeing, recognition, learning and service excellence are actively encouraged.
• Manage performance concerns and disciplinary matters pro-actively and in line with company policies
• Champion Atos winning behaviours and expected standards while leading operational change effectively and helping colleagues understand the reason for change, the expected outcomes and their role in making change successful.

Operational Excellence

• Participate in stakeholder meetings and service reviews by preparing and presenting operational updates, performance summaries, risks, achievements and improvement plans for internal and client-facing reviews.
• Identify and drive continual service improvement initiatives across people, process, technology and customer experience, identifying root causes of underperformance and embedding sustainable corrective actions.
• Ensure compliance with the relevant company, client, data protection, security, health and safety and operational procedures.
• Own operational plans across the service desk, including resource planning, workload management, shift performance, attendance, adherence and capacity requirements.
• Support financial and commercial performance by understanding revenue, cost, productivity and efficiency drivers, and ensuring operational decisions support profitable service delivery.
• Work with support functions to ensure training, quality assurance, all process documentation and tooling support the effective operation of the Service Desk.

Skills & Experience

What we would like you to bring:

• Service desk operations management experience is essential
• Proven experience in managing a team, ideally in a customer service, contact center, or operational environment.  Strong operational leadership experience and accountability for service quality, productivity and customer outcomes.
• Strong people management skills — capable of leading, motivating, and developing Team Leaders and their teams through coaching, performance management, colleague engagement and clear accountability. You will need to be able to evidence you have worked in conjunction with HR in complex employee relations situations such as sickness management, grievances and disciplinaries.
• Highly organised, with the ability to manage priorities, workloads, and deadlines, including resource planning, capacity management, shift performance and operational delivery across a busy service desk environment.
• Excellent interpersonal and communication skills — confident engaging with both team members and senior stakeholders, including clients, internal support functions and operational leaders through clear reporting, issue management and service review updates.
• A disciplined approach to management — comfortable in setting expectations and managing performance formally and informally, using data, KPIs, SLAs, quality results and customer feedback to identify risks, drive improvement and maintain service standards.
• Resilient under pressure, with a calm and professional demeanor in a fast-paced environment, and the confidence to lead teams through operational change while maintaining colleague engagement and service quality.

Location:

Birmingham Business Park

Eligibility:

The candidate should be eligible to obtain SC clearance (5 years' continuous UK residency required)

Rewards and benefits:

• 25 days annual paid leave;
• Private medical scheme membership;
• Pension contributions up to 10%;
• Flex benefits program;
• Courses and certifications opportunities; 

Diversity, Equity & Inclusion

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox - [email protected]