Director - IT Operations and Services

4 weeks ago

Oxford, Oxfordshire, United Kingdom Oxford Nanopore Technologies Full time

We are seeking an IT Operations and Services Director to join our IT team to provide operational excellence for our global organization. Oxford Nanopore Technologies is a leading company in the field of sequencing technologies, headquartered at the Oxford Science Park, with satellite offices and commercial presence in many global locations.

The successful candidate will be responsible for providing the direction and strategy for the related Service Management and Service Delivery functions within the department and have accountability for related policies and procedures. This includes ensuring that IT delivers appropriate and consistent levels of service to the business from both the internal teams and its suppliers at the right cost.

Main Responsibilities:

  • Accountable for all areas of Technology service and the relationship with the end customer. Act as the ambassador for the 'shift-left' strategy driving support costs to the lowest price point whilst measuring and ensuring that repeat incidents are eliminated and that customers are experiencing excellent service.
  • Accountable for the overall service delivery strategy, with one and three year plans that contribute to, and inform, the wider IT strategy with plans that input into the Technology project portfolio.
  • Work with the wider IT leadership team to develop and framework for service reporting and establish a roadmap to evolve this into KPI's and metrics that demonstrate Continuous Service Improvement (CSI) and value for money.
  • Driving force behind CSI and within the Service Improvement programme across IT. Build and embed service management best practice within the team's working practices to drive efficiencies, control costs and increase quality of service and add value.
  • Ensure that policies, procedures, governance and standards required to support the department function and to enable the business to achieve its goals.
  • Leader and influencer for global alignment & roadmaps for service desk, support & service management processes and service delivery model alignment where appropriate.
  • Manage the Service Delivery team and 3rd parties to deliver customer-focussed cost-effective business as usual support.
  • Responsible for ensuring timely resolution of incidents to agreed OLA's, root cause analysis of problems and implementations of changes to correct deficiencies in the current environment.
  • Senior escalation point for Service Delivery issues.
  • Establish monthly reporting for Technology service teams and drive ongoing review and improvement.
  • Ensure a central repository and artefacts for knowledge management is in place, maintained and leveraged on an ongoing basis.
  • Establish and maintain governance process with key suppliers and regular service reviews to ensure SLAs are met etc.

Key Requirements:

  • Extensive experience in leading within a Service Delivery & ITIL environment and implementing ITIL/service management strategy & processes.
  • ITIL service management qualifications to at least intermediate level.
  • Previous extensive experience of leading a Service desk and End-User computing teams across multiple locations and time zones.
  • Commercially astute and strong business acumen. Comfortable with producing business cases and familiar with developing and managing financial budgets.
  • Experience in dealing with all levels within the business from end users to the management board in a complex stakeholder environment and capable of presenting ideas, projects and businesses in a non-technical manner.
  • Experience & understanding of knowledge, service asset & configuration management.
  • Detailed understanding of Supplier Management with additional experience of multiple vendor and contract management.
  • Experienced manager of managers and business leader. Provide guidance and leadership to team and set a strategy and strategic vision which is fostered within the department and understood and supported by business customers.

Behaviours required:

  • Highly customer focussed leader.
  • Strategic IT thinker and leader.
  • Passion for delivering quality service management through continual service improvement.
  • Excellent interpersonal and communication skills, with ability to communicate with non-technical staff over technical issues.
  • Strong proven management skills.
  • Enthusiastic and inspiring and able to deliver this through culture change backed up by on-time and on-budget project delivery.
  • High level of attention to detail, excellent team player and an ability to communicate at all levels. Demonstrate the ability to communicate technical issues in a business context.
  • High levels of integrity and ability to work autonomously in a fast-paced environment and provide leadership to those around them.
  • Effective communicator across all business levels with an ability to influence and engage.
  • Working flexibly and collaboratively.
  • Taking ownership and accountability.

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