IT Service Operations Manager
3 weeks ago
Location:
Hybrid - Nuneaton & Remote
Contract type:
Full time
Hours: 40 hours per week, Monday to Friday
Salary:
£45,000 per annum, 33 days, car allowance, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme
About the Role
The IT Service Operations Manager will play a pivotal role within our Service Assurance division, ensuring that all Major Incidents (Priority 1 and Priority 2) are effectively managed and communicated according to the Unipart Major Incident Management protocol. The primary objective is to restore normal service operations promptly and efficiently, minimizing disruption and impact on business activities.
This position will closely integrate with the Incident, Problem, and Risk Management frameworks to address service challenges, eliminate single points of failure, and enhance overall service and operational stability.
Participation in an on-call rota, requiring availability outside of standard business hours, is expected.
Key Responsibilities
- Oversee Major Incidents, ensuring they are documented, tracked, updated, authorized, expedited, and resolved within established timeframes.
- Take ownership of all communications during a Major Incident.
- Facilitate conference calls with relevant stakeholders, including senior management, to drive investigation and recovery efforts through actionable plans.
- Ensure appropriate internal and vendor/supplier escalations occur.
- Identify suitable timelines and targets for recovery actions, feedback, and communications.
- Assess the necessity for effective handover of responsibilities to maintain optimal performance of the recovery team over extended periods.
- Highlight risks and issues identified during any Major Incident.
- Evaluate recovery actions to ensure a recovery plan is in place or actively being developed.
- Propose workarounds and methods to expedite incident recovery.
- Continuously engage with the recovery team and identify additional support teams, individuals, or third parties that could contribute value or those that can be released.
- Conduct root cause analysis and preventative management as necessary, ensuring all relevant parties are informed and involved.
- Participate in post-Major Incident reviews following successful recovery.
- Document or address risks or issues arising from post-Major Incident reviews.
- Engage in Problem Management activities to ensure root causes, preventative measures, and permanent solutions are identified and implemented.
- Perform Incident Management (P3/P4) activities as required.
- Maintain up-to-date key support information, such as emergency contact lists.
- Provide 'Out of Hours' Standby and On-Call Support for Major Incident Management on a Rota basis.
About You
Experience in a complex, fast-paced organization is essential. You should possess excellent communication skills, both verbal and written, with the ability to clearly articulate issues to both technical and non-technical audiences. A self-starter, you will be adept at planning and prioritizing workloads to meet deadlines. You will take personal ownership to deliver exceptional customer service to both internal and external stakeholders.
Practical experience in Problem Management and knowledge of Risk Management is required. ITIL accreditation is preferred but not mandatory. Previous experience in a leadership role is desirable.
Our recruitment and selection process is designed to ensure consistency, fairness, and equality of opportunity. All selection decisions are based solely on technical and behavioral competencies.
We are committed to promoting an inclusive environment that encourages diversity of characteristics and thought, where you feel safe and confident to be your best self and perform at your highest level every day.
You May Have Experience In:
Major Incident Coordinator, IT Incident Manager, Service Desk Manager, ITIL Incident Manager, Crisis Manager, Technical Support Manager, Problem Manager, etc.
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