Head of IT Operations

2 weeks ago

Warwickshire, United Kingdom Adria Solutions Ltd Full time

Head of IT Operations - Warwickshire.
Our global client based in Warwickshire is currently looking for a Head of IT Operations. This is a pivotal role in the IT organisation, responsible for the delivery of live services that meet the expectations and SLAs of customers. You will be a leaderof customer-facing operations. You will lead the service desk and the teams that maintain IT infrastructure. You will be monitoring and analysing service provision, and planning the processes for incident or problem management.

Responsibilities of the Head of IT Operations:

- Implementation and management of IT services using the principles and methods associated with industry best practices (e.g. ITIL)
- Manage the provision of the service desk and problem resolution
- Monitoring and analysis of performance, problem trends, and client feedback reports
- Build a network of experts
- Develop SLA templates and negotiate complex SLAs
- Tracking of problems, acting as a point of escalation for users of IT infrastructure services
- Promote a culture that emphasizes service excellence and recommend continual improvement in service management strategy.
- Lead the service desk and teams that maintain the IT infrastructure (e.g. backup and recovery
- Monitor and analyse service provision, planning the processes for incident and problem management that can return services to normal without delay.
- Manage IT Change
- Problem and Incident Management

Skills and experience required:

- Managing Enterprise IT operations
- Implementations of ITIL best practices
- Major incident management and change management experience
- Managing service desk teams
- Delivery of IT services and projects for all end-users
- Analysis, planning, and implementation of ITSM initiatives
- ITIL Service Operations
- ITIL Practitioner
- Microsoft Certifications

**Benefits**:

- Hybrid / Flexible working
- Bonus
- Healthcare
- Excellent Pension contribution

Head of IT Operations - Warwickshire.

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