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    1 month ago

    Andover, Hampshire, United Kingdom Le Creuset Full time

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IT Operations and Support Manager

1 month ago

Andover, Hampshire, United Kingdom Le Creuset Full time
Job Title: IT Operations and Support Manager

Location: Andover Head Office with travel to European locations as appropriate

Reporting To: Europe & Africa IT Director

People Responsibility: IT Service Desk Team

Main Purpose of the Role

You will be responsible for providing effective IT Service Operations, and leading the Service Desk Team. This is a key role within the IT Leadership Team and is responsible for managing our business applications support, primarily D365 F&SCM, and integrations with other enterprise systems. Working alongside the IT Director and the Infrastructure & Endpoint Manager to maintain strong IT Service Management practises across the region to support business needs and ensure that target service levels are established and reported against agreed KPIs.

Key Responsibilities
  • Manage all aspects of IT Service Operations.
  • Interacting with business users, other departments within IT, and third-party vendors to provide appropriate service management solutions to meet the needs of Le Creuset.
  • Working with the Change, and Service Desk teams to plan and manage the transition of new services and changes into live in a safe and sustainable way. You will lead service transition, ensuring Le Creuset standards are met before acceptance.
Team Management

As part of the role the IT Operations and Support Manager will be expected to:

  • Manage Incident management lifecycle within the Service Desk.
  • Servicing L1/L2 incidents where appropriate.
  • Liaise with support partners to manage incident response and SLAs.
  • Perform periodic performance appraisals for team members in line with local requirements.
IT Service Management & ITIL

Ensuring the delivery of Le Creuset specific service management processes:

  • Asset & Configuration
  • The management of mature ITIL-based service management processes and controls.
  • Ensuring customer service feedback is received and that a culture of continuous improvement is established and maintained for all tickets resolved.
  • Creation and maintenance of a detailed Regional Service Catalogue.
Documentation
  • Ensuring systems are documented appropriately according to IT standards and stored in the KMS.
  • Ensuring proper documentation is provided for Training and Service Transition.
Works With
  • IT Infrastructure & Endpoint Team.
  • IT Enterprise Systems Team.
  • IT Director.
  • Group IT.
Knowledge Required
  • 10+ years of experience in IT Service Operations Management.
  • 5 years of team management responsibility.
  • Requires deep knowledge of Service Management standards including ITIL.
Skills & Qualifications
  • Bachelor's degree or equivalent in relevant technical discipline
  • Excellent organisational skills with the ability to prioritise tasks and work under pressure
  • Good professional level of English, additional European languages would be an asset.
  • Analytical Reasoning: Analyses, interprets and evaluates complex information arriving at logical deductions and conclusions.
Other Information

This position may require travel within the Europe & Africa region, so a full UK driving licence and valid Passport are essential.