It Service Operations Manager

IT Service Operations Manager

Our client’s IT department is undergoing a rapid transformation with the objective to consolidate and standardise their infrastructure and operations processes in a scalable way to enable and support the planned rapid growth of the business. This is a remote (home based) role - you can work from home, although there will be occasional travel to sites around the country, and overnight stays from time to time.

The IT Service Operations Manager will focus on the day-to-day operations, to provide an excellent IT experience to users throughout the business.

The candidate must be customer service driven and be prepared to do whatever it takes to ensure smooth running IT services. The role is responsible for ensuring that the core Infrastructure functions are performed, that all systems are secure, monitored, backed up and patched.

The candidate will work with our 3rd party suppliers (Service desk, Managed Print, Network Providers, Data Cabling) to ensure that the day to day needs of the business are being met reviewed and improved.

Essential

• Experience with the following technologies:
  • Supporting Windows architecture
  • Supporting LAN equipment
  • Supporting WAN Services (particularly SDWAN)
  • Supporting Microsoft M365
  • Supporting Microsoft Azure
• A flexible , positive, service orientated outlook
• Excellent interpersonal skills, able to operate at all levels of the business
• Good written, verbal and presentation skills
• A strong determination to succeed with the ability to maintain focus in a pressured environment
• The ability to research and implement systems independently
• An analytical approach to problem solving
• Service desk management experience
• Reliability, judgment and attention to detail

Key responsibilities and tasks

Operations

• Ensure that any major incidents are tracked, reported and communicated
• Manage Supplier relationships covering 3rd party support and outsourced consultancy
• Ensure that all systems are effectively monitored across the IT estate
• Ensure that all systems are backed up and regularly reviewed
• Ensure all Infrastructure systems are in support
• Ensure that all systems are regularly patched and compliant with security policies
• Ensure that the Asset Database is maintained and up to date
• Manage the BCP recovery tests and maintain documentation for the process
• Regularly review system permissions for internal and external teams
• Operate within an ITIL framework to support the daily operation of IT services
• Own the desktop and server build definition and maintain all computers within the security profile of the business
• Maintain security across the network according to industry best practice

Implementation

• Evaluate and recommend improvements to existing technology to support the business needs
• Produce project scopes for the implementation of new Infrastructure projects, accounting for resources, costs and timescales
• Define and implement an Asset Database
• Define and implement BCP Templates
• Re-implement Microsoft Intune
• Implement a patching strategy

Support

• Act as a point of escalation for the organisation for any service impacting issues
• Manage the escalation of incidents within the business and ensure OLA and SLAs are met
• Provide assistance and education to end users
• Document processes for the infrastructure team core activities
• Raise the technical competence of lower tier support functions
• Ensure that all Network, Server or Telephony related problems are managed by 3rd party suppliers to the swiftest resolution in line with SLA

Desirable skills

• Experience managing 3rd parties
• Some or all of the following:
  • Cisco CCNA or equivalent knowledge
  • Microsoft MCSE, MCITP or equivalent knowledge

• Knowledge of VOIP telephony
• Knowledge of HP Hardware
• Fortigate Firewall Experience
• Meraki Experience
• Previous experience of working within a fast paced private healthcare environment

Other requirements specific to the role

• Occasional travel will be required to our sites within the UK or to attend meetings
• Out of hours support and occasional weekend work will be required (including unsociable hours)
• Stays away from home will be periodically required

There is a great opportunity to develop your role here as the business grows, and to play a key role in the IT transformation that will enable them to do this. You’ll need to be flexible, reliable, and a self-starter - someone who is happy to proactively find solutions to problems even in technology areas that are less familiar to them.

Interested? Send your CV now!