IT Operations and Support Manager
5 days ago
Job Title: IT Operations and Support Manager
Location: Andover Head Office with travel to European locations as appropriate
Reporting To: Europe & Africa IT Director
People Responsibility: IT Service Desk Team
Who We Are
Our French heart pulses through our international brand. With 100 years of heritage, we are future focused as we push ourselves and each other to connect every cook with personal stories and our rich legacy of food lovers to a lifestyle that inspires. Building beautiful products of the best quality that bring joy to people’s lives for generations. We want to ensure that the heart of every home beats from the kitchen. Through our values of PASSION, INTEGRITY, INNOVATION & EXCELLENCE, TEAMWORK we make Le Creuset a great place to work, celebrating our rich diversity.
Main Purpose of the Role
You will be responsible for providing effective IT Service Operations, and leading the Service Desk Team. This is a key role within the IT Leadership Team and is responsible for leading the Service Desk team to establish strong IT Service Management practises across the Region. Working alongside the IT Director and the Infrastructure & Endpoint Manager to support business needs and ensure that target service levels are established and reported against agreed KPIs.
Key Responsibilities
Service Operations Management
- Manage all aspects of IT Service Operations.
- Interacting with business users, other departments within IT, and third-party vendors to provide appropriate service management solutions to meet the needs of Le Creuset.
- Working with the Change, and Service Desk teams to plan and manage the transition of new services and changes into live in a safe and sustainable way. You will lead service transition, ensuring Le Creuset standards are met before acceptance.
Team Management
As part of the role the IT Operations and Support Manager will be expected to:
- Manage Incident management lifecycle within the Service Desk.
- Ensure tickets allocated are resolved effectively, and in line with agreed SLAs.
- Servicing L1/L2 incidents where appropriate
- Liaise with support partners to manage incident response and SLAs.
- Liaise with the Enterprise Applications Team for L3 incidents
- Perform periodic performance appraisals for team members in line with local requirements
- Communicate topics and concepts to the team and a diverse audience
- Handle multiple overlapping work streams and competing deadlines within the team.
- Liaise with other departmental employees, managers and directors to ensure good interdepartmental relations and communications, making sure that all information given out is up to date, accurate and appropriate.
IT Service Management & ITIL
Ensuring the delivery of Le Creuset specific service management processes:
- Incident & Major Incident.
- Request Fulfilment.
- Problem.
- Change.
- Access.
- Knowledge.
- Asst & Configuration.
- The management of mature ITIL-based service management processes and controls.
- The establishment of SLA’s and adherence to industry standard KPIs.
- Ensuring customer service feedback is received and that a culture of continuous improvement is established and maintained for all tickets resolved.
- Creation and maintenance of a detailed Regional Service Catalogue.
Documentation
- Ensuring systems are documented appropriately according to IT standards and stored in the KMS.
- Ensuring proper documentation is provided for Training and Service Transition.
Works With
- IT Infrastructure & Endpoint Team.
- IT Enterprise Systems Team.
- IT Director.
- Group IT.
- Business Stakeholders.
Knowledge Required
- 10+ years of experience in IT Service Operations Management.
- 5 years of team management responsibility.
- Requires deep knowledge of Service Management standards including ITIL.
- Requires knowledge of M365 technology .
Skills & Qualifications
- Bachelor’s degree or equivalent in relevant technical discipline.
- Excellent organisational skills with the ability to prioritise tasks and work under pressure.
- Good professional level of English, additional European languages would be an asset.
Behaviours & Competencies
- Adaptability: Maintains effectiveness in varying work environments where circumstances and priorities are changing.
- Analytical Reasoning: Analyses, interprets and evaluates complex information arriving at logical deductions and conclusions.
- Communication (Oral Written & Listening): Adapts his/her oral and written communications to audience and fosters clear and effective communication with others. Is able to build relationships and interact effectively across functions, seniority levels, personalities, and cultures with confidence. Actively listens. Displays accuracy and quality in his/her written work.
- Leadership: Acts as a role model, anticipates and plans effectively for change. Demonstrates vision. Garners loyalty, esteem and confidence of employees. Identifies and unlocks employee potential.
- Teamwork: Co-operates with others and is able, where appropriate, to complement the roles of others by taking on the role of a leader, peer or subordinate. He/she displays empathy and actively supports other team members when under pressure.
Other Information
This position may require travel within the Europe & Africa region, so a full UK driving licence and valid Passport are essential.
Why Join Us?
Our recipe is equal parts passion, hard work and fun with a culture as vibrant as our products. We constantly stretch ourselves and encourage our team mates to do the same. When you join Le Creuset, you become part of a dynamic team that focuses on innovation and collaboration. You are part of something bigger…from your first day to every moment thereafter, you’re going to love what you do as part of the Le Creuset family
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