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IT Service Operations Manager
2 months ago
SPG Resourcing is currently seeking an experienced IT Service Operations Manager for a prominent client based in Sheffield. This role has become available due to an internal promotion within the team.
The IT Service Operations Manager will oversee the Customer Contact Centre, which addresses a range of customer support issues. You will be tasked with establishing the strategic direction for all essential service operation and design functions, including the Service Desk for incident management, asset management, desktop and application support, as well as managing communications with all customers regarding service and support.
Position: IT Service Operations Manager
Compensation: Up to £50,000
Work Environment: On-site in Sheffield City Centre
Key Responsibilities:
- Oversee daily performance and comprehensive management of IT systems within the contact centre.
- Ensure the seamless operation of the centre's hardware, software, databases, telephony, and messaging systems.
- Manage incidents and develop business continuity strategies.
- Utilize the ITIL Framework to enhance service design and operational efficiency.
- Collaborate with third-party vendors to ensure compliance with deliverables while maintaining effective partnerships regarding suitability and cost.
- Support Customer Support Teams in achieving their targets and KPIs to deliver exceptional customer service across various ticket types.
Qualifications:
- Proven experience in an IT Service Operations Manager role.
- Background in customer support centre operations.
- Expertise in data centre management and data governance.
- Familiarity with CRM systems, preferably Salesforce.
- Knowledge of computer networks, network administration, and installation.
- Demonstrated experience adhering to ITIL standards.
- Understanding of PCI-DSS, Cyber Essentials, and ISO 27001 compliance.
- Experience in incident management, problem management, asset management, supplier management, and team development.
The successful candidate for the IT Service Operations Manager position will receive a competitive salary of up to £50,000, working from a modern office in Sheffield City Centre. Initially, the role will require full-time on-site presence, transitioning to a hybrid model after a specified period.
SPG Resourcing is committed to promoting an inclusive workplace that values diversity. We provide reasonable accommodations throughout the application and interview process.
