Senior IT Service Operations Manager at The Openwork Partnership
Overview
A highly motivated individual with a passion for delivering exceptional IT service and operational excellence will take a hands‑on approach to leading a team of two IT Service Operations Managers. You will mature and optimise processes across Incident, Problem, Change, Transition, Release, and Environment Management, fostering a collaborative team culture that promotes shared ownership and eliminates single points of failure. Additionally, you will manage a rota to ensure robust out‑of‑hours coverage for major incidents and release management activities.
The benefits
* Salary – up to £70,000
* Bonus scheme – on target bonus – 15%
* Pension scheme – contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
* Critical illness cover
* Income protection – 1x salary
* Death in service – 4x salary
* 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
* A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key accountabilities
* Oversee the full lifecycle of major incidents, driving swift resolution and minimising downtime.
* Responsible for problem management, running meetings across technology and business support teams to drive identification and resolution of underlying problems.
* Own and mature the change process in line with ITIL standards to improve quality of changes.
* Manage and mature the service lifecycle, covering new software, transition, modification, and decommissioning, ensuring support teams are ready to support.
* Own all service improvement initiatives within the IT Service team and support broader improvements across the technology function.
* Responsible for release and environment management processes, reducing associated risks and driving process maturity.
* Coordinate and deliver high‑quality communications on behalf of the technology team, promoting technology positively across the organisation.
* Produce key management reports that articulate service provided across Technology, including the internal CSAT results.
What will you need to succeed?
* Established experience in managing technical teams and mentoring colleagues.
* Demonstrable experience in IT, with a focus on incident, problem management and IT service operations.
* Strong knowledge of release and environment management.
* Demonstrated success in maturing operational processes aligned with the ITIL v4 framework, driving efficiency across service delivery.
* Experience in implementing a culture of continuous service improvement.
* Managing positive relationships at a strategic and operational level with key stakeholders and 3rd party suppliers.
* Ability to define key KIP’s and controls across Incident, problem, change, release.
* Experienced in transitioning new services into BAU, ensuring stability and operational readiness.
* Understands IT/Technology delivery for all services (infrastructure, application, cloud‑based evergreen services).
* Good commercial appreciation including sourcing and tendering for services.
* Highly motivated and a passion to deliver an outstanding service.
* First class communications skills and ability to liaise with stakeholders across all levels of business.
* Outstanding organisational and time management skills.
* Ability to balance workload in a calm and efficient manner.
* Confidence to challenge, review and help to improve processes and procedures.
Why us?
We’re a dynamic, fast‑paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We’re investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We’re proud of our culture and culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values and respects individuality, and we are committed to building an inclusive culture and environment that truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.
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