Careers

Vacancies

We are currently recruiting for a new role in our service team. Please learn more about the role below.

Service Operations / Service Delivery Manager

Role Purpose

The Service Operations / Service Delivery Manager is accountable for the end to end delivery of support and managed services to Tiger Eye clients. The role combines operational leadership, service performance ownership, client relationship management and continual service improvement.

This role requires a strong level of technical understanding to build credibility with engineering teams and to effectively bridge the gap between technical delivery and client outcomes.

The role acts as the primary operational interface between Tiger Eye and its clients, while also providing clear leadership, direction and development to the Support team.

Reports to: Head of Service Operations.
Manages: Support Team.

To apply, please email your CV and cover letter to Lucy, our Head of People & Culture, via HR@tigereyeconsulting.com.

Key Accountabilities (at a glance):

Ownership of service performance, client satisfaction, and operational outcomes
Leadership and development of Support team
Primary client-facing service owner for assigned accounts
Continuous improvement of processes, metrics, and ways of working
Operational governance, risk management, and escalation ownership

Key Competencies:

Strong technical understanding with the ability to engage credibly with engineering teams
Proven people management and leadership capability
Willingness and curiosity to develop deep understanding of iManage and associated platforms
Strong client experience focus with the ability to build trusted relationships
Proactive, solutions focused mindset
Commitment to continual improvement and operational excellence
Aspiration and capability to progress into senior leadership

Skills and Experience:

Proven experience in a service delivery or service management leadership role
Strong background in people management and team development
Confident client-facing communicator with experience leading service reviews
Demonstrable technical understanding of service environments
Experience working closely with engineering or technical delivery teams
Strong understanding of ITIL aligned service management practices
Ability to interpret service data and drive improvement from insight
Experience in professional services or legal technology environments desirable
Experience supporting or delivering iManage solutions advantageous

Responsibilities (Overview)

People & Line Management Responsibilities

Provide direct line management to members of the Support Team
Set clear objectives aligned to team KPIs, XLAs, and organisational goals
Conduct regular one-to-one meetings, performance reviews and development planning
Support capability growth through skills gap identification, training and succession planning
Foster a positive, inclusive, and accountable team culture aligned to Tiger Eye values
Manage absence, wellbeing, resourcing capacity, and rota resilience

Client & Stakeholder Management

Act as the primary Service Delivery owner for clients
Build strong, trusted relationships with client stakeholders
Lead operational and business service review meetings
Manage client expectations across service scope, SLAs / XLAs and delivery standards
Own communication during major incidents, ensuring clarity and confidence
Identify opportunities to improve client experience and support account growth

Continual Improvement

Champion a culture of continual improvement across the Support team
Drive initiatives based on client feedback, data insights and incident reviews
Reduce repeat incidents and improve first time fix rates
Improve knowledge management and documentation standards
Ensure operational documentation and runbooks are current and audit ready
Be open to embedding AI to support efficiency and enable proactive, innovative progression

Service Performance & Operational Management

Own day-to-day service performance across incident, problem, and change management
Monitor SLA / XLA adherence and drive performance improvements
Analyse service metrics data to identify trends, risks and opportunities
Ensure service processes are clearly defined and consistency applied
Oversee onboarding of new clients, services and platforms
Provide clear and accurate reporting to internal stakeholders

Risk, Governance & Escalation

Own operational risk identification and mitigation
Lead escalation management for major incidents and service fixes
Ensure issues are logged, reviewed and lessons learned are applied
Support compliance with governance, security and regulatory requirements

Collaboration & Internal Leadership

Work closely with Sales, Client & Account Management teams
Provide operational input into service design, tooling and process improvements
Represent Service Delivery in cross functional planning and decision making
Work closely with the Head of Service Operations and maintain active engagement with senior engineers and technical leads to ensure alignment knowledge transfer and credibility within the team

Please email your CV and cover letter to HR@tigereyeconsulting.com to apply for this role.

Testimonials

Our Reputation

We pride ourselves on our customer service and our ‘Excellent’ client satisfaction score. Read our client testimonials to learn more.

“Tiger Eye are always very responsive and knowledgeable.”

Allison Cranston, IT Support Manager

International Family Law Group

“Excellent service, knowledgeable staff. Very professional, yet friendly.”

Anthony Carabott, General Manager

Camilleri Preziosi

“The knowledge and skillset within the team is second to none, they are engaged, professional and friendly.”

Amy Fletcher, Business Analyst

Gateley

“Tiger Eye’s relentless pursuit of excellence makes it impossible to look elsewhere. They understand our business and appear to have the right solutions on hand for any given request. They are a tremendous benefit to our business and are an absolute pleasure to work with…”

Aasim Durrani, Senior Legal Counsel

Currys Group

“All of the Tiger Eye team involved in the project have been extremely helpful and have answered our queries both promptly and with patience, so thank you to all concerned. We have experienced good communication throughout the project and this has been key in the delivery of a well managed project.”

Gavin Searley, IT Manager

Devonshires

“Working with Tiger Eye on our Cloud iManage project has been a pleasure. The project was delivered under budget and on time. Thank you to the entire Tiger Eye team. We look forward to a continued productive relationship.”

Liam Osborne, IT Director

Sills & Betteridge

“Our move to the cloud [with Tiger Eye] is giving us the opportunity to be at the forefront of exploring the use of genAI to leverage our own content.”

Sam Dixon, Chief Innovation Officer

Womble Bond Dickinson