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Technology Service Operations Manager
2 months ago
About the Role
As the IT Service Delivery Manager, you will take charge of the daily operations and comprehensive oversight of the IT systems that support our business functions.
Your responsibilities will include ensuring the seamless operation of hardware, software, databases, telephony, and messaging systems, while also maintaining an effective business continuity strategy that is regularly assessed and enhanced.
You will implement service design and operational practices as per the ITIL framework, ensuring our systems adapt to the evolving needs of our customers and stakeholders.
Additionally, you will manage third-party supplier agreements to guarantee they meet established performance metrics and assess their ongoing suitability and costs.
Your expertise will empower our customer support teams to achieve their service objectives, addressing a range of customer support issues from compensation claims to quality assurance and fraud analysis.
Your Key Responsibilities Include:
- Setting the strategic direction for all critical service operations and design functions, including incident management and asset management.
- Overseeing the vulnerability management of IT systems, including the identification and mitigation of security risks, ensuring compliance with security protocols.
- Managing supplier relationships across the organization, conducting regular service reviews to ensure optimal performance.
- Collaborating with change management teams to enhance and automate release and change management processes.
- Improving capabilities related to disaster recovery, incident investigation, and problem management.
- Taking charge of technical documentation and knowledge management.
- Working with stakeholders to ensure robust business continuity provisions for IT services.
- Enhancing the existing Service Desk function and overall service delivery performance.
- Managing the delivery of technical support and service operations for both internal and external customers.
- Establishing and monitoring a defined service portfolio with supporting SLAs, SLOs, OLAs, and KPIs.
- Prioritizing corrective and preventive actions to minimize the recurrence of issues.
- Participating in an on-call rotation for major incidents during business hours.
- Promoting financial awareness and management in all business decisions.
- Leading a team to ensure efficient delivery that meets all performance targets.
- Actively contributing to the management team and supporting senior leadership.
Minimum Qualifications:
- A strong commitment to delivering exceptional systems and operations.
- Excellent analytical and problem-solving capabilities.
- A robust work ethic and adaptability to meet challenges.
- Credibility to engage at the management level.
- Ability to thrive under pressure in a dynamic environment.
- Commitment to staying informed about regulatory and industry developments.
- Ability to provide constructive feedback for technical improvements.
- Drive to achieve personal and departmental goals.
- Capacity to operate in a fast-paced, evolving environment.
- Exceptional communication skills.
- A strong leadership presence, inspiring collaboration and teamwork.
Skills and Experience:
- Proven experience as an IT Service Manager.
- Deep understanding of customer support operations in retail or service sectors.
- Extensive knowledge of technical management and information systems.
- Expertise in managing and delivering services across multiple platforms.
- Experience in data center management and governance.
- Strong knowledge of Customer Relationship Management systems.
- Hands-on experience with network administration and installation.
- Relevant qualifications such as a BSc in Computer Science or equivalent experience.
- Exceptional communication skills across various media.
- Understanding of regulatory responsibilities, including GDPR compliance.
- Demonstrated experience adhering to ITIL standards.
- Knowledge of PCI-DSS, Cyber Essentials, and ISO 27001 compliance.
- Proficient in Microsoft O365.
- Comprehensive knowledge of general management practices, including incident and performance management.
Location:
Modern office environment.
Working Hours:
37.5 hours per week, with on-call and occasional weekend work as needed.
Benefits:
- 25 days of holiday plus national bank holidays.
- Travel discounts for public transport.
- Payroll giving options for charitable donations.
- Shopping discounts across various retailers.
- Employee share schemes available after six months of employment.
- Access to a confidential employee assistance helpline.
Inclusivity Commitment:
FirstGroup is dedicated to fostering an inclusive workplace for all employees, valuing diversity in age, gender, ethnicity, and more. We strive to provide equal opportunities and support flexible working arrangements.
If you require assistance during the application process due to a disability or neurodivergent condition, please let us know so we can accommodate your needs.
