We are seeking an experienced Service Operations Manager to oversee the day-to-day operations of our IT Services. This is a permanent, hybrid opportunity with 1-2 days spent collaborating in our offices near Birmingham Airport. This pivotal role will ensure the availability and reliability of all IT systems while setting the direction for our 1st and 2nd Line Support functions.
If you are passionate about service excellence and have a proven track record in IT operations management, we want to hear from you!
To be successful in this role, you will need proven experience in a related field, which provides a solid foundation for understanding the complexities of IT services. You will need experience in Service Operations Management, demonstrating a deep understanding of the intricacies involved in delivering high-quality IT support.
Your expertise with IT Service Management Toolsets will be crucial, as you will leverage these tools to enhance service delivery and performance. A strong background in managing third-party vendors and service providers is essential, as collaboration with external partners is a key aspect of this role.
Direct Management: Lead the 1st and 2nd Line Support teams, focusing on resource management, service level monitoring, and maintaining key performance indicators.
Incident Management: Manage both standard and major incidents effectively, ensuring timely communication, root cause analysis, and preventive actions.
Leadership and Coaching: Provide feedback and support to team members through performance management practices, fostering skill development and continuous improvement.
Monitoring and Reporting: Measure the effectiveness of IT services using the ITSM Toolset (Ivanti Neurons), focusing on customer satisfaction and productivity.
Vendor Management: Collaborate with third-party vendors to ensure service level agreements (SLAs) are met and proactively managed.
Financial Oversight: Monitor IT expenditure, identify cost-saving opportunities, and manage changes impacting service operations costs.
Change Management: Lead IT change initiatives, aligning them with organizational objectives and promoting a culture of continuous improvement.
Maintain comprehensive documentation of processes and procedures to ensure knowledge transfer and service continuity.
Asset Management: Oversee joiners, movers, leavers, client hardware and software processes, software licensing controls, and compliance auditing.
Build strong customer relationships and deliver customer-centric solutions.
Performance related bonus scheme
~25 days annual leave plus bank holidays – with more for long service
~ Private medical insurance
~ Competitive enhanced family leave benefits
~ Agile working opportunities
~ Extensive learning and development opportunities from day one
~ Opportunity to buy and sell annual leave
~ An additional day's holiday for your birthday after completing one year of service
~ A comprehensive health and wellbeing support programme
~ Fantastic rewards for long service key milestones
~ Staff discount on our webshop!