Service Delivery / Tech Ops Manager | ITIL | London Institution


London - London

£50,000 - £55,000   

Service Delivery / Technical Ops Manager | ITIL, Service Redesign | Famous London Institution

A well-known London institution is looking for a Technical Operations Manager with a mixed remote and office working opportunity.

You will be reporting directly to the Head of IT and working within an IT team of circa 20 people that encompasses application support, infrastructure, project management, etc. The total headcount of this household name organisation is circa 1200 employees based in one of London's most beautiful buildings. You will specifically be leading the:

  • Service Desk Team - Exchange, AD etc - 3 people
  • Application Support Team - Dynamics CRM + More - 2 people
  • Process, Problem, and Incident function (build processes are different across the IT function and consistency is needed)
  • Managing suppliers and third parties

It will be expected for you to be a proven IT Ops Manager with good Service Desk management experience, ITIL qualified, and experience in service and process redesign. There will be a new Applications Team Leader, so experience of applications support teams and formalised testing procedures would be advantageous. You will also act as the final escalation point for operational support users.

You will have access to a budget of circa £250,000 p/y and be responsible for setting objectives, performance management along with hiring and firing. A strong appreciation of service and 'what is good' from a delivery, SLA, and ITIL perspective will be key to success in this role.

Here are some extra responsibilities/duties:

  • Ensure that accurate, detailed information is collected and maintained about every application, development, desktop, mobile device and equipment-related incident, service request and problem.
  • Change - Be accountable for ensuring IT application, desktop, mobile device and equipment changes are scheduled, resourced, tested and delivered in line with change plans.
  • Change - Ensure the IT Operations team only accept IT application, development, desktop, mobile device and equipment changes into support that have met the agreed service acceptance criteria.
  • Ensure effective disaster recovery plans are defined and maintained.
  • Maintain and enforce the information security policy and supporting processes.
  • Assist the Head of IT by providing input into IT strategic and financial plans.
  • Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
  • Excellent understanding of ITIL service management processes.
  • Proven track record of effective engagement with third party suppliers, with experience of allocating work to suppliers, working with suppliers to resolve issues, and building effective partnering relationships.

Along with working for a great team, you will receive the following benefits:

  • 28 days holiday + public holidays
  • Pension - very generous contributions 10%+
  • Life insurance
  • Season Ticket Loan
  • Cycle to Work Scheme
  • Subsidised Staff Canteen

This is an immediate requirement, but my client will accommodate a notice period. This is such an incredible opportunity to join a London institution.

Service Delivery / Technical Ops Manager | ITIL, Service Redesign | Famous London Institution

Service Delivery ITIL Technical Operations Manager




Updated: Mon Aug 10 2020 11:23:59 GMT+0000 (Coordinated Universal Time)