Senior Manager, IT Services Operations

2 months ago


Hertfordshire, United Kingdom Blackfield Associates Full time

Vacancy: Senior Manager, IT Services Operations



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Location: Stevenage


Job Summary


The Senior Manager, IT Services Operations will lead the IT service desk, ensuring effective delivery through third-party providers and onsite technicians. This role focuses on maintaining SLAs, ensuring quality, and driving customer satisfaction by managing incidents, requests, problems, and changes. The Senior Manager will play a key role in leveraging technology to enhance operations, foster innovation, and maintain regulatory compliance in a highly regulated industry.


Key Responsibilities


  • Lead and develop a small team of IT service desk professionals, promoting collaboration, skill growth, and innovation.
  • Manage vendor contracts and SLAs, ensuring timely delivery and cost optimization.
  • Implement efficient processes for incident and request handling, minimizing business disruptions.
  • Develop IT service strategies that align with organizational goals, ensuring resource optimization.
  • Use KPIs to evaluate service performance and drive continuous improvement.
  • Oversee change and problem management processes.
  • Collaborate with stakeholders to understand business needs and drive strategic initiatives.
  • Maintain a comprehensive knowledge base for quick resolution of incidents.
  • Ensure compliance with industry regulations, standards, and internal policies.
  • Provide hands-on technical support when needed and coach the team on resolving issues.


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