Service Operations Manager (Problem & Incident Management) at Unily – London, England

About Unily

Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.

Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2025. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

Job Purpose

As we continue to expand our market share in the rapidly emerging Employee Experience platform category, we are looking for a Service Operations Manager to lead our global Problem Management and Major Incident Management functions. This pivotal role ensures service stability, drives operational excellence, and upholds our commitment to rapid coordinated major incident response, root cause elimination, and long‑term service resilience.

Main Responsibilities

Problem Management

• Govern the end-to-end lifecycle of all problem records.
• Partner with L2 SMEs to facilitate structured RCA and corrective actions.
• Maintain and publish the Problem / Incident Report registry to the Knowledge Base.
• Track, analyse and report on problem trends, recurring incidents, and systemic issues.
• Own and ensure the Known Error Database is updated.
• Lead reactive and proactive problem management.
• Facilitate RCA workshops.
• Conduct regular problem reviews.

Major Incident Management

• Lead global response for P1 incidents.
• Coordinate major incident recovery teams across technical and non-technical contributors
• Ensure timely client communication.
• Drive clear communication during incident bridges.
• Conduct and document Post‑Incident Reviews.

Reporting & Continuous Improvement

• Provide performance metrics including MTTAck, MTTR, trends.
• Produce monthly executive-level summaries.
• Identify systemic issues and recommend improvements.
• Support CSI initiatives.
• Maintain high‑quality documentation and dashboards.

Requirements

• 5–7 years’ experience in Service Management or Technical Support leadership.
• Proven and demonstratable expertise in ITIL Problem & Incident Management, ideally within a medium-large enterprise.
• Strong communication and coordination skills with the ability to engage stakeholders at all levels.
• Proven analytical and RCA skills.
• Experience with ITSM tools (ServiceNow, Remedy).

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

Why Work For Unily?

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.

We offer a fantastic suite of benefits. Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover (for health, sight, hearing and dental), Aviva pension (via a salary sacrifice scheme), life assurance, income protection and so many more.

Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

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