IT Service Operations Lead
3 days ago
We are seeking a highly skilled IT Service Operations Lead to join our Michael Page Technology team in Manchester, Cardiff, Belfast, Edinburgh or London. This is a fantastic opportunity for someone who wants to drive IT service excellence and deliver outstanding results.
The successful candidate will be responsible for overseeing the day-to-day service provided by the ICT Service Management team, ensuring that an efficient, high-quality IT service request, incident management, asset management, problem resolution, and desktop support services are provided to our 1000 users across HQ and all our branch offices.
This role requires the ability to implement and manage ITIL processes for service operations management and service improvement. You will work closely with the wider IT Operations teams and Projects team to ensure effective operations management and service transition.
In addition, you will be responsible for managing contracts with vendors, including licenses, and organising regular service review meetings to review service delivery with key suppliers and stakeholders. Your goal will be to develop and monitor IT SLA and KPI performance and develop service improvement plans.
To be successful in this role, you will need to hold an ITIL Expert Qualification or be working towards it, ideally holding ITIL Intermediate qualifications in the Service Operations, Service Improvement, and OSA modules. Strong user support experience/customer service focus and understanding of IT Asset and Supplier management are essential. Proficient level of experience with CAB/Change management procedures and acceptance into service and practices is also required.
A salary of £57,100 - £64,650 + excellent civil service pension scheme + benefits awaits the successful candidate. We are looking for someone who can demonstrate their suitability for the role in line with the essential criteria in the person specification, the Civil Service Success Profile Framework, and the CMA values. The elements of the Success Profile Framework being used in this recruitment process are: Civil Service Behaviours and Civil Service Experience.
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