Job summary

🖥 IT Operations Manager
🏢 Permanent Opportunity
🏡 Hybrid working
📍 Hastings

Key skills required for this role

IT Operations, Service Management, ITIL, Permanent

Important

IT Operations, Service Management, ITIL, Permanent

Job description

IT Operations Manager

Position Overview:
The IT Operations Manager will have responsibility for the entire IT operational service including front line Service Desk, second line 24x7 technical support including support of the business' main systems, overall ownership of incidents and outages, desktop and telephony services and IT project support as required.

As a technical leader you will be expected to shape the thinking of our very talented team, working with Infrastructure and Applications teams in a highly collaborative environment. As a leader of people, you will be expected to lead by example displaying strong collaboration, communication, and problem-solving skills.

Key responsibilities:

• To develop and maintain an international IT operational service including all current and future companies and joint ventures across multiple countries and regions.
• To provide support and guidance to the IT Service Desk, developing the team into a high performing, 24X7 efficient support service following ITIL best practice.
• To measure and improve the Operational Service, developing meaningful Key Performance Indicators to monitor and improve services primarily for the UK business.
• To ensure day-to-day operational requests and issues are dealt with in a timely fashion, with a focus on first time resolution.
• To deliver effective and professional services aligned to day-to-day business needs and the key objectives of the organisation.
• To continually improve the service delivered, by analysing and identifying opportunities, and to implement improvements and efficiencies, ensuring that the organisation derives maximum value from the service.
• Develop and own IT Operational SLA's and KPIs in order to deliver achievable, yet challenging goals.
• To oversee a small team responsible for the technical delivery of multiple technical projects and activities.
• To mentor and guide the members of the IT Service Delivery and Service Desk Teams in appropriate technical skills, identifying any skills gaps or opportunities for development.
• To champion change and effectively manage the implementation of new ideas.

Person Specification:

• Experienced Service Management professional
• ITIL Qualified and expert knowledge of ITIL disciplines or equivalent qualification or experience
• Previous experience as an operational IT manager, IT Team Lead, or demonstrable experience in leadership
• Experience of managing 3rd parties and 3rd party delivered services
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Ability to work under pressure and meet deadlines
• Ability to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organisational skills

Core Benefits for you:

• A company culture that promotes work life balance
• Commitment from employers to continued learning and development
• Access to mental health support
• Annual Bonus
• 25 days holiday + bank holidays
• Group Life Assurance
• Pension
• Opportunity to be involved in a PLC Sharesave Scheme (Buying shares within the company)
• Social events
• Sick pay