Head of Service Management, and Service Operations Manager - Bristol, UK

Applicable is seeking to attract a senior individual to join the Service Delivery leadership team. You will have two primary roles: Head of Service Management, and contributing to the leadership of our Service Operations department. 

In leading our Service Management practice you will manage all aspects of the service relationships for all of our customers. Within Service Operations, you will work alongside the existing Head of Service Operations to take the lead on a number of our key operational processes. Both roles contribute to the success of our Service Delivery department. Both roles come with the support of our excellent Service Management and Service Operational teams.

Applicable runs hybrid UC and collaboration services for some of the world's largest enterprise customers with over 340,000 application users - we understand what it means to deliver mission critical services.

We enable our enterprise customers and partners to build, manage and implement the full power of Microsoft Skype for Business, Skype Online and Teams with consistent performance, quality of experience and predictable, flexible, capacity-based pricing.

Through our partnerships with major communications and technology providers, customers experience our expert, reliable and friendly 24x7 service and support.

About the role 

The role offers the opportunity to grapple with the challenge of delivering enterprise class support, whilst working for an agile medium sized company. Applicable are seeking applications from experienced and proven ITSM managers. Strong experience in service support, operational risk management and service relationship management are key. You will understand the high standards required to deliver enterprise class support, and confident in working with our wonderful teams to maintain and develop the services we provide to our customers. Delivering high quality service starts from having the right team of people. We take great pride in shaping the personality of our business and you will play an integral part in continuing to make this a great place to work.


This role is based in our Bristol office. 

About the applicant

The role will require the following skill set and experience:


  • Strong people management skills.
  • Problem solver. Able to analyse processes, an propose improvements. Able to effect change in people, process and tooling to realise the improvements.
  • Able to elevate the conversation and relationship to focus on big picture of service vs the technical minutiae.
  • Excellent customer relationship and time management skills.
  • Ability to prepare quality written correspondence, and internal and external-facing documentation.
  • Excellent external-facing and presentation skills.
  • Previous experience in IT managed service provision.
  • Sound decision making; ability to make commercial and operational assessments. Capable of identifying and quantifying risk.  


  • Thorough knowledge of the UC and messaging market for messaging and managed services.
  • Evidence of certifications relevant to Applicable's chosen market. Technical, Project related, TOGAF or ITIL.  

This is a great opportunity to join an ambitious service provider with significant expansion plans in the coming years.

The quality of service we provide is high, so the expectations of you will be too. If you want to work in a challenging, rewarding, and supported environment then please consider applying.

Applicable rewards its staff to attract the best talent.

The full job description for this role can be found here