We are seeking an experienced IT Service & Operations Lead to oversee the delivery of the IT services across the business. Based in Trafford Park, this role offers a hybrid working arrangement and will be pivotal in ensuring reliable day-to-day IT support while driving continuous improvement initiatives. You will lead the service desk function, mentor junior team members, manage third-party IT service providers, and act as the escalation point
IT Service & Operations Lead
Location: Manchester, Trafford Park
Salary: £40,000
Job Type: Permanent
About the Company
Our client is a well-established organisation operating across multiple sites within the manufacturing sector. Known for their commitment to quality and innovation, they have built a strong reputation in their industry and employ a large team across various locations. This is an exciting opportunity to join a forward-thinking business that values collaboration, operational excellence, and continuous improvement.
About the Role
We are seeking an experienced IT Service & Operations Lead to oversee the delivery of high-quality IT services across the business. Based at the company's head office in Trafford Park, this role offers a hybrid working arrangement and will be pivotal in ensuring reliable day-to-day IT support while driving continuous improvement initiatives. You will lead the service desk function, mentor junior team members, manage third-party IT service providers, and act as the escalation point for operational incidents.
This is a fantastic opportunity to shape how IT services are delivered and experienced across a dynamic, multi-site manufacturing organisation.
Key Responsibilities
* Oversee daily IT operations, including infrastructure, networks, end-user devices, manufacturing systems, and business applications.
* Act as the senior escalation point for incidents and ensure timely resolution within agreed SLAs.
* Define and implement service desk processes, knowledge bases, and standards to enhance efficiency.
* Manage vendor relationships to ensure effective resolution of escalated issues.
* Support compliance and security activities in line with industry standards.
* Lead incident management activities, including root cause analysis and post-incident reviews.
* Mentor and develop junior team members to foster a culture of accountability and continuous improvement.
* Build strong relationships with stakeholders to align IT services with business priorities.
Essential Requirements
To succeed in this role, you will need:
* Proven experience working in an IT service desk or similar function within a multi-site environment.
* Strong technical troubleshooting skills across user computing, M365, basic networking, infrastructure, telephony/VoIP systems, and ERP/CRM/HR applications.
* Demonstrated ability to manage third-party IT service providers effectively.
* Excellent communication skills with the ability to translate technical concepts into business language.
* A customer-centric mindset with a focus on delivering exceptional service.
Desirable Skills & Experience
* Experience working in a manufacturing environment or hybrid project/BAU settings.
* Knowledge of ITIL principles or relevant certifications (eg, ITIL, PMI, Prince2).
* Prior experience shaping or improving a service desk function.
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates