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Senior Manager, IT Services Operations
2 months ago
Vacancy: Senior Manager, IT Services Operations
Location: Stevenage
Job Summary
The Senior Manager, IT Services Operations will lead the IT service desk, ensuring effective delivery through third-party providers and onsite technicians. This role focuses on maintaining SLAs, ensuring quality, and driving customer satisfaction by managing incidents, requests, problems, and changes. The Senior Manager will play a key role in leveraging technology to enhance operations, foster innovation, and maintain regulatory compliance in a highly regulated industry.
Key Responsibilities
- Lead and develop a small team of IT service desk professionals, promoting collaboration, skill growth, and innovation.
- Manage vendor contracts and SLAs, ensuring timely delivery and cost optimization.
- Implement efficient processes for incident and request handling, minimizing business disruptions.
- Develop IT service strategies that align with organizational goals, ensuring resource optimization.
- Use KPIs to evaluate service performance and drive continuous improvement.
- Oversee change and problem management processes.
- Collaborate with stakeholders to understand business needs and drive strategic initiatives.
- Maintain a comprehensive knowledge base for quick resolution of incidents.
- Ensure compliance with industry regulations, standards, and internal policies.
- Provide hands-on technical support when needed and coach the team on resolving issues.
