Service Operations Manager (Northumbria University Digital Services Limited) -Sutherland Building, Newcastle upon Tyne, Tyne and Wear, NE1 8ST, GB
Salary: 36,000Work hours: Office Hours Monday to Friday, Full TimeJob Description
Northumbria University Digital Services Limited is a forward-thinking and growing organisation, delivering 24/7/365 support to students and staff across higher education.
Through Norman Managed Services, we support university communities at scale, combining people, service insight and AI-enabled technology to provide responsive, professional and reliable support whenever it is needed.
We are looking for a Service Operations Manager to help lead the next stage of our service development. This is a key role within our Service & Technology team, focused on strengthening the way our service is managed day to day, improving quality and performance, and ensuring our customers can see clear value from the service we provide.
What youll do
As Service Operations Manager, you will lead the day-to-day management of Normans support service across people,



process and delivery.
Working through Team Leads across a large staff group, you will help ensure the service is consistently managed, standards are applied properly and teams are supported to deliver a professional, service-user-focused experience across daytime and out-of-hours operations.
You will work with established quality and performance frameworks, using service insight to understand what is driving outcomes, where standards are not being met and where improvements are needed. This is not a role for someone who maintains the status quo. We are looking for someone who can listen, challenge established ways of working where needed, break down problems properly and help teams improve how the service is delivered.
Your day-to-day will include:
- Leading the day-to-day management of the support service across people, process and delivery.
- Managing through Team Leads to maintain clear standards, co

📌 Service Operations Manager (Rial)
🏢 Northumbria University Newcastle
📍 Rial