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We are seeking a dynamic and experienced Senior IT Operations Manager to lead and develop our internal IT operations, overseeing infrastructure, service desk, and the delivery of key technology transformation projects. You will manage a Helpdesk Lead (with a team of 5) and an Infrastructure Lead (with a team of 3), ensuring the consistent delivery of robust, secure, and scalable IT services across the business.
This role will be pivotal in driving the housing of our MSP-managed infrastructure in-house, resetting and rebuilding our Azure environment, embedding cyber security practices, and supporting business-as-usual (BAU) operations.
Key Responsibilities:
* Leadership & People Management Lead and mentor the Helpdesk and Infrastructure teams through their respective leads.Ensure effective resource planning, performance management, and development across the teams.Foster a culture of accountability, collaboration, and continuous improvement.
* Operational Management Oversee daily IT operations, ensuring high availability, performance, and user satisfaction.Manage escalations and prioritisation of support issues.Monitor and report on key operational metrics ( SLAs, uptime, incident response).
* Project Delivery Lead the transition of managed services infrastructure and service desk from MSP to in-house.Oversee the reset and rebuild of the Microsoft Azure environment to align with best practices.Ensure successful planning and delivery of IT transformation and improvement projects.
* Cyber Security & Governance Embed cyber security practices into operational and project workflows.Collaborate with relevant stakeholders to ensure compliance with policies, standards, and regulations ( ISO27001, Cyber Essentials).Manage risk assessments, vulnerability management, and incident response processes.
* Stakeholder Engagement Act as a senior point of contact for internal stakeholders regarding IT operations and service delivery.Work closely with other business units to understand their IT needs and translate them into actionable initiatives
Skills & Experience Required:
* Proven experience in a senior IT operations or service delivery role, ideally within a hybrid in-house/MSP environment.
* Strong leadership skills with experience managing multi-disciplinary teams.
* Hands-on experience delivering infrastructure and cloud transformation projects, particularly within Microsoft Azure.
* In-depth understanding of service desk management, ITIL processes, and BAU service delivery.
* Demonstrable experience embedding cyber security best practices in an operational setting.
* Excellent communication, stakeholder management, and vendor negotiation skills.
* Experience in public sector, housing, or regulated environments.
* Certifications in ITIL, Azure, or cyber security ( CISSP, CISM, Microsoft Certified: Azure Administrator).
This is an exciting opportunity to take ownership of critical IT functions during a transformative period of growth and modernisation. If you’re a strategic yet hands-on leader ready to make a tangible impact, we’d love to hear from you.
*Rates depend on experience and client requirements
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