IT Service Operations Lead

3 weeks ago

Southampton, Southampton, United Kingdom Spectrum IT Recruitment Full time £60,000

IT Service Operations Lead - Hybrid Working - Competitive Salary

The IT Service Operations Lead is tasked with guaranteeing that users experience top-notch IT services and application uptime.

This position involves overseeing the management and efficiency of outsourced IT infrastructure and service desk operations. The role is crucial in ensuring that IT services align with business requirements, remain accessible, and are secure.

The individual will provide assistance on essential technologies and applications, collaborating with IT outsourcing partners to maintain high customer service standards.

Additionally, the IT Service Operations Lead will address IT challenges and manage escalations with Managed Service Providers and senior IT management.

Collaboration with vendors and internal teams is essential to ensure that the IT landscape meets the organization's needs and to facilitate the execution of significant IT initiatives.

Key Responsibilities:

  • Ensuring adherence to IT policies, developing necessary procedures, and implementing controls to maintain consistent standards.
  • Facilitating the seamless operation of the business through stable, well-defined tools and systems.
  • Managing events, incidents, and problems to support high service availability.
  • Overseeing the IT Service Desk, providing first-line technical support and desktop management.
  • Monitoring vendor services and contracts, particularly where third-party systems are utilized for business or technology processes.
  • Advocating for the IT Operations function within the organization and fostering relationships with key stakeholders.

Ideal Candidate Profile:

  • Highly organized, methodical, and detail-oriented.
  • Data-driven and process-oriented.
  • Customer-centric, consistently striving to enhance user satisfaction.
  • Possesses strong leadership capabilities and enjoys team collaboration.

Required Skills and Experience:

  • Proficient understanding of ITIL and experience in leading these processes across an organization.
  • Expertise in Service Management and Vendor Management.
  • Experience in leading a Service Desk and support teams.
  • Strong familiarity with Microsoft Azure, Exchange Online, and Microsoft 365.
  • Solid understanding of cybersecurity principles and best practices, with experience in an information security-accredited environment.
  • Robust technical background with experience in managing outsourced IT services and vendor relationships.

Benefits:

  • Discretionary Bonus Scheme.
  • Bi-annual bonus scheme based on company and individual performance.
  • Pension Plan.
  • 25 days of annual leave plus additional benefits.

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