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Manager of IT Service Operations
2 months ago
About the Role
As the IT Service Delivery Manager, you will play a crucial role in overseeing the daily operations and comprehensive management of our IT systems that are essential for our business functions.
Your responsibilities will include ensuring the seamless operation of our hardware, software, databases, telephony systems, and messaging platforms. You will also be tasked with maintaining and enhancing our business continuity strategies to support the organization during any unforeseen events.
Your Key Responsibilities Include:
- Directing all critical service operation and design functions, including incident management and asset management.
- Managing the security of IT systems through vulnerability assessments, timely patching, and compliance with security protocols.
- Overseeing supplier relationships to ensure they meet contractual obligations and performance standards.
- Collaborating with change management teams to improve release and change management processes.
- Enhancing capabilities in disaster recovery, incident response, and problem resolution.
- Maintaining technical documentation and knowledge management practices.
- Working with stakeholders to ensure robust business continuity plans are in place.
- Leading the development of the Service Desk function to improve service delivery and team performance.
- Managing technical support operations for both internal staff and external customers.
- Establishing and monitoring service level agreements (SLAs) and key performance indicators (KPIs).
- Ensuring that corrective actions are prioritized to prevent recurring issues.
- Participating in an on-call rotation to address major incidents as they arise.
- Promoting financial awareness and management in all business decisions.
- Leading a team to achieve effective service delivery that meets established targets.
- Actively contributing to the management team and supporting senior leadership.
Qualifications and Skills Required:
- A strong passion for delivering high-quality IT systems and operations.
- Exceptional analytical and problem-solving abilities.
- A robust work ethic with the ability to adapt to changing circumstances.
- Credibility to engage at the management level.
- Ability to thrive under pressure in a dynamic environment.
- Commitment to staying informed about industry regulations and changes.
- Capacity to provide constructive feedback for technical improvements.
- A drive to meet personal and departmental goals.
- Ability to operate effectively in an agile environment.
- Excellent communication skills.
- Proven experience as an IT Service Manager.
- Strong understanding of customer support operations and their business value.
- Expertise in technical management and information systems.
- Hands-on experience with network administration and installations.
- Knowledge of regulatory compliance, including GDPR and PCI-DSS.
- Proficiency in Microsoft O365 and ITIL standards.
Location and Working Conditions
This position is based in a modern office environment, with a standard working pattern of 37.5 hours per week, including on-call duties and occasional weekend work as necessary.
Employee Benefits
- Generous holiday allowance plus public holidays.
- Travel discounts for public transport.
- Payroll giving options to support charitable causes.
- Employee discounts on various services and products.
- Opportunities for share ownership schemes.
- Access to an employee assistance program for confidential support.
Commitment to Diversity
We are dedicated to fostering an inclusive workplace where all employees feel valued and respected. We encourage applications from individuals of diverse backgrounds and experiences.
