Senior Manager, IT Services Operations

3 weeks ago

Stevenage, United Kingdom Autolus Limited Full time

Role Summary

In this leadership role, you will oversee the delivery of IT service desk, ensuring 3rd parties and onsite technicians adhere to SLAs, quality standards, and customer satisfaction metrics through effective incident, request, problem, and change management practices.

Overall, the Senior Manager, IT Service Operations will play a crucial role in enabling us to leverage technology effectively to drive innovation, streamline operations, and maintain compliance in a highly regulated industry.

Key Responsibilities

  • Lead and motivate a small team of Onsite IT Service Desk professionals, fostering a collaborative and innovative work environment while promoting skill development and career growth.
  • Collaborate with external vendors and suppliers to negotiate contracts, manage service level agreements, and ensure timely delivery of products and services, while optimizing costs and maintaining high standards
  • Work with 3rd Party Suppliers to Develop and implement efficient processes for handling incidents and service requests, ensuring timely resolution and minimizing disruption to business operations.
  • Develop and execute comprehensive IT service strategies aligned with organizational goals, ensuring optimal resource utilization and cost-effectiveness.
  • Utilize performance metrics and KPIs to assess the effectiveness of IT services, identify areas for improvement, and implement continuous process enhancements to optimize service delivery and enhance user experience.
  • Oversee IT change board and problem management process.
  • Collaborate closely with key stakeholders across departments to understand business requirements, communicate IT service capabilities and limitations, and foster strong partnerships to drive strategic initiatives forward.
  • Maintain a centralized knowledge base containing troubleshooting guides, FAQs, and other relevant resources to facilitate faster resolution of incidents and requests
  • Ensure compliance with relevant regulatory requirements, industry standards, and internal policies.
  • Have recent technical hands on experienced and where required to resolve end user issues and coach technical team members.

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