Back to search
- IT Operations Manager
- London
- Responsible for leading and managing IT support services, including 24/7 helpdesk and 7-day, 2nd-line onsite support, 3rd-line, networks and telecoms.
- The IT Operations Manager will be the main point of contact for escalation of IT issues from colleagues and be the conduit between the staff and the Digital teams.
- Influence, develop and implement digital technology plans to achieve the key business objectives.
- Ensure that robust capacity planning procedures are in place to ensure the resilience of operational services and working to support the wider digital team on the delivery of IT projects and cyber security remediation activities.
- Ensure that day to day activities for team leads are clearly defined and are being consistently performed, including prioritisation of work and allocation of resources and contribute to continuous service improvement by identifying inefficiencies and proposing improved ways of working.
- Providing technical advice and guidance to management and users, senior managers, project staff, specialists, other managers and users on aspects of system status.
- Ensures all requests and escalations from users for service support and system changes are handled promptly and effectively monitoring the key performance indicators and SLA’s, dealing appropriately with any issues of poor performance that may arise.
- Review and develop procedures and working practices for the efficient and effective running of all tasks associated with operating and controlling the installed hardware and software.
- Responsible for monitoring and reporting on key performance indicators and SLA’s, performing service reviews, and creation of reports on performance to relevant/identified managers and boards.
- Analyse on-going call statistics to identify the efficiency of equipment and services and link in with agreed refresh programmes. Ensure sufficient stocks of routine standard desktop equipment are retained to supply users with an efficient IT equipment supply service. Also ensure that the hardware and software inventory are kept updated and maintained.
- Identify and agree training requirements for staff, including mandatory training, arranging other personal development training and approving these as part of personal development plans or the needs of the organisation.
- Working together with Senior Managers to monitor the budgets utilising Finance statements, ensuring spending is within limits set up.
- Managing IT Procurement Tender processes, ensuring requirements are specified accurately and the appropriate supplier(s) are selected considering service quality, cost, and reliability.
- Senior IT Operations Manager profile with experience in implementation and change management.
- Substantial experience in the delivery of complex technical solutions in a specialist IT environment.
- Thorough understanding of risk management, business continuity management, procurement, corporate governance and corporate performance reporting principles.
- Ability to make judgements on multi-stranded or complex IT problems which may have no precedent or where there are conflicting opinions.
- Ability to manage numerous conflicting priorities and effective time management.
- Ability to develop appropriate corporate policy and guidance on IT that can be utilised across the organisation.
- Experience of all aspects of managing delegated budgets including budget planning and monitoring.
- Knowledge of current and developing Cyber security requirements in relation to service area.
