Operational / Service Manager
Operational / Service Manager
As a Operational / Service Manager, you focus on cases flowing properly.
Success looks like
- Cases flowing properly
- Workloads balanced
- SLAs hit
- Spotting issues early
Typical frustrations
- Spreadsheets and inbox chaos
- No prioritisation
- Constant firefighting
- Cannot evidence performance
How the platform helps
- Workflows, tasks, SLAs, and escalations
- Caseload management
- Simple actionable dashboards
- Reusable templates
Relevant use cases
Problem spaces that align with this role.
Housing & neighbourhood operations
Joined-up operations; link people, property, and place; reduce repeat reports; improve SLA performance.
Learn more →Neighbourhood & public realm ops
Faster issue resolution; asset-linked reporting; track cross-team actions; clear visibility for supervisors.
Learn more →Service operations & contracts
Transparent SLAs; evidence of delivery; integrated estates/helpdesk workflows; contract performance reporting.
Learn more →Relevant patterns
Recurring workflow shapes that matter to this role.
Requests & service workflows
Service requests, tasks, permissions, estates work, repairs, helpdesk-style flows.
Learn more →Inspections & visits
Property checks, estate walks, H&S inspections, business safety visits, environmental inspections.
Learn more →Incidents & complaints
One-off or short-lived issues reported by citizens, staff or partners (noise, ASB, safety concerns, service issues).
Learn more →Sector views
See how this role shows up across sectors.
Housing - councils & associations
Joined-up housing operations; linking tenant, property, and case; faster response, fewer repeat reports, better visibility across contractors and partners.
Learn more →Facilities management / outsourcing / BPO
Transparent SLAs; performance reporting; scalable operations beyond email and spreadsheets.
Learn more →Local authorities - districts / boroughs / unitaries
From citizen report to closed case; fewer chases; cross-service visibility; fast implementation in one service then scale to others.
Learn more →Example scenarios
Stakeholder map
The typical buying group for this role.
Recommended next steps
A tailored path to explore relevant content.
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