It Operations Manager

Our prestigious client based on the outskirts of Thatcham are currently looking for an IT Operations Manager to lead and develop all of aspects of IT Service delivery for the business. You will work closely with the Director of Digital Delivery and Innovation; your role will involve managing the IT help desk with 2 direct reports. Key to this role will be providing excellent service to stakeholders through communication, training, problem solving, incident management and drive for operational improvement.
MAIN DUTIES AND RESPONSIBILITIES:

• Lead the service desk to support business which include resolving service desk escalations and directing IT support technicians.
• Facilitate resolution of operational problems and change requests and provide appropriate training and technical support.
• Take ownership of incidents, ensuring appropriate priorities are set, required resources are engaged and regular communication is in place.
• Lead root-cause troubleshooting efforts to address underlying problems and minimise recurrence.
• Manage the support incident queue to ensure timely resolution of escalated incidents.
• Provide clear impact assessment and follow up actions for incidents using knowledge of operational processes captured through regular meetings.
• Take ownership of the Change Management process, including maintenance and communication of the change log, change records and running of the change advisory board.
• Act as a point of escalation to troubleshoot and resolve issues as required.
• Handle communications for major incidents.
• Ensure adequate vendor provided service support arrangements are in place to meet current IT requirements.
• Evaluate current vendor services and recommend improvements to the scope of supply based on strategic objectives.
• Create and maintain standard operating procedures, developing new procedures as required and ensure adherence.
• Control operational service updates and handover, ensuring adequacy of validation, communication to departments, training of departments, co-ordination of the application updates and provision of operational support plans.

BENEFITS:

• 25 days holiday + bank holidays,
• Generous pension scheme
• Free meals & refreshments
• Free on site parking

THE SUCCESSFUL IT OPERATIONS MANAGER WILL HAVE THE FOLLOWING RELEVANT SKILLS AND EXPERIENCE:

• Degree qualified and/or relevant professional qualification and experience (e.g. degree in computer systems, infrastructure or related field)
• At least 5 years of operational experience, in roles that require involvement and understanding of ITIL based service delivery.
• Aware of industry and professional standards.
• Experienced in the creation and deployment of policies and standard operating procedures.
• Experienced in developing effective relationships with all staff and be recognised as providing a supporting role.
• Previous experience of leading and developing a team