Head of IT Service Operations

Head of IT Service Operations - Leeds / Manchester Purpose of Job The Head of IT Service Operations has the responsibility of delivering Information Technology across the business. The role will need to deliver services in a highly professional structured way. They will be responsible for the performance of all managed services. Services will be managed to agreed SLAs. The role will also be responsible for all third-party relationships with technology providers. They will need to ensure that the solutions, contract and working agreements fit with the client’s expectations. The role will ensure that all technology is fit for purpose and secure. Principal Accountabilities Delivering IT Services for the business. Ensuring services are delivered: To agreed SLAs ensuring that monitoring is in place With clear concise management reporting With high quality incident management processes to follow well constructed RTO and RPO objectives. Manage the client’s technology ensuring that: All technology is fully supported Investment cases are planned and a clearly planned evergreening process is in place. New opportunities to leverage new technology are taken appropriately The technology meets Cyber security standards including Cyber Essentials and Cyber Essentials Plus All devices (not just legacy IS managed) on the client’s network are documented and closely managed Manage the client’s support functions: Ensure that the service desk delivers to high standards Employ “shift left” showing demonstrable progress on “first time fix” of issues Ensure “self service” wherever possible supporting the organisation to best solve technology problems without consulting IT Change and problem management: Deliver a high scrutiny change function ensuring that all change (not just legacy IS managed) on the network is managed well aligned to ITIL standards Deliver a highly effective problem management capability ensuring that problems are fully investigated and closed with appropriate actions Ensure repeat problems are identified and addressed to remove further occurrences Delivery of new services under IT Service management: Network with colleagues to sell the benefits of IT Service management Develop and deliver a process to add more services to the portfolio in an efficient quality methodology Team management: Manage and develop team members Ensure the team works efficiently Manage risk: Take ownership of IT Operations risks and ensure mitigations are in place and actions are completed to agreed timescales Manage contracts and suppliers: Develop and introduce a rigorous contract and supplier management framework Ensure all contracts are well managed with clear SLAs and escalation routes and that these are followed Innovation: Keep up to date with new technology Introduce new IT opportunities with strong business benefits Collaboration Working closely with the Head of IT to understand priorities and ensuring that priorities are always delivered. Experience, Knowledge, Qualifications and Training Educated to degree level or similar Good knowledge of ITIL, COBIT and Sarbanes Oxley or other control frameworks A strong track record of embedding ITIL best practice and improving service outcomes Experience of leading an IT Service Operations function over the last 5 years Proven knowledge of cyber security issues and organisation mitigations Proven knowledge and experience of cloud migrations and the considerations of organisations in this respect Proven vendor management capability This is an excellent opportunity to transform the service operations function of this well-known organisation. The role can be based in either Manchester, Leeds or York with some travel between locations.

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