ABOUT US
Abstract Group comprises a group of businesses offering full technology project lifecycle support.
We are headquartered in the UK with an offshore team in India and additional office in Kingdom of Saudi Arabia. We can deliver projects independently or as an extension of a client’s team.
Our 3 business units, Transform, Tech and Talent, enable us to provide a full-service offering so we can resolve technological challenges, increase efficiency, and accelerate growth. Our services, include Software Development, Platform Engineering, IT Managed Services, Data Services, Digital Transformation, and Talent Solutions. We work alongside leadership teams, prioritising innovation and collaboration to enhance businesses and drive growth.
THE ROLE
Our business is growing, and we are now looking for an IT Operations Manager to ensure our day to day business continues to run smoothly. The IT Operations Manager will be responsible for the management of our internal IT systems, processes, equipment lifecycle, and the application support we provide to our clients. The successful candidate will oversee the resolution of day-to-day queries relating to internal IT and application services to ensure excellent client satisfaction.
RESPONSIBILTIES:
SERVICE DELIVERY
* Oversee day-to-day service desk operations, ensuring adherence to SLAs and customer satisfaction targets
* Maintain and optimise ITIL based service management processes and best practices
* Manage incident escalation procedures and ensure proper resolution tracking
* Serve as an escalation point for complex or high-priority service issues
CUSTOMER RELATIONSHIP MANAGEMENT
* Act as a primary point of contact for application management enquiries.
* Address and resolve customer concerns or service delivery issues.
* Work with sales teams to identify growth opportunities within existing accounts.
TECHNOLOGY & TOOL MANAGEMENT
* Oversee the use and administration of service desk tools and platforms
* Stay current with emerging technologies and trends in cloud, data, and application management, making recommendations where appropriate.
* Ensure proper configuration and use of monitoring tools for proactive issue detection
* Collaborate with the DevOps team to ensure the necessary infrastructure is in place for them to perform effectively.
* Manage, develop and integrate internal systems such as Connectwise, Hubspot, M365 (Including Sharepoint) for optimal business process efficiency.
OPERATIONS
* Support in ensuring compliance with Cyber Essentials, ISO 27001, 9001, and 14001.
* Maintain and update knowledge management systems and documentation
* Serve as a point of contact for employee enquiries and concerns related to IT and internal operations.
* Support in the management and adherence of business continuity & DR plans.
* Create and maintain a rolling programme of upgrades to IT equipment.
* Maintain relationships with external vendors and suppliers, negotiating contracts and service agreements as needed, making changes to suppliers when necessary.
REQUIRED SKILLS AND EXPERIENCE
* Experience in an IT service management, ideally with exposure to a leadership role.
* Proven experience managing service desk operations for cloud services, data platforms, and enterprise applications.
* Good understanding of ITIL framework and IT service management best practices.
* Experience with service desk tools and ticketing systems (ConnectWise, Jira Service Management, etc.).
* Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders
* Strong analytical and problem-solving abilities
* Experience in managing service level agreements (SLAs) and operational level agreements (OLAs)
* Experience of operating within the technology services sector with a good understanding of Connectwise, Hubspot, Microsoft 365 and Azure.
* Experience of operating within an ISO compliant organisation and supporting with the maintenance of related documentation.
* Collaborative in approach, with experience of working closely with a range of stakeholders to implement processes and efficiencies.
BENEFITS
* Base salary commensurate with experience.
* Vibrant Leeds City Centre office location.
* Fully stocked communal kitchen with access to free food and drink.
* Games area, complete with pool table.
* 25 days holiday rising an extra day a year up to 30 days.
* Flexible/Hybrid working.