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For Companies At a Glance
- Tasks: Manage IT systems and ensure smooth daily operations while supporting clients.
- Company: Join Abstract Group, a tech powerhouse delivering innovative solutions across multiple sectors.
- Benefits: Enjoy flexible working, 25+ days holiday, free snacks, and a fun office vibe.
- Why this job: Be part of a growing team that values innovation, collaboration, and client satisfaction.
- Qualifications: Experience in IT service management and strong communication skills are essential.
- Other info: Work in a vibrant Leeds office with a games area and a supportive culture.
The predicted salary is between 36000 - 60000 £ per year.
ABOUT US
Abstract Group comprises a group of businesses offering full technology project lifecycle support. We are headquartered in the UK with an offshore team in India and an additional office in the Kingdom of Saudi Arabia. We can deliver projects independently or as an extension of a client’s team. Our 3 business units, Transform, Tech and Talent, enable us to provide a full-service offering so we can resolve technological challenges, increase efficiency, and accelerate growth. Our services include Software Development, Platform Engineering, IT Managed Services, Data Services, Digital Transformation, and Talent Solutions. We work alongside leadership teams, prioritising innovation and collaboration to enhance businesses and drive growth.
THE ROLE
Our business is growing, and we are now looking for an IT Operations Manager to ensure our day-to-day business continues to run smoothly. The IT Operations Manager will be responsible for the management of our internal IT systems, processes, equipment lifecycle, and the application support we provide to our clients. The successful candidate will oversee the resolution of day-to-day queries relating to internal IT and application services to ensure excellent client satisfaction.
RESPONSIBILITIES:
- SERVICE DELIVERY
- Oversee day-to-day service desk operations, ensuring adherence to SLAs and customer satisfaction targets.
- Maintain and optimise ITIL based service management processes and best practices.
- Manage incident escalation procedures and ensure proper resolution tracking.
- Serve as an escalation point for complex or high-priority service issues.
- CUSTOMER RELATIONSHIP MANAGEMENT
- Act as a primary point of contact for application management enquiries.
- Address and resolve customer concerns or service delivery issues.
- Work with sales teams to identify growth opportunities within existing accounts.
- TECHNOLOGY & TOOL MANAGEMENT
- Oversee the use and administration of service desk tools and platforms.
- Stay current with emerging technologies and trends in cloud, data, and application management, making recommendations where appropriate.
- Ensure proper configuration and use of monitoring tools for proactive issue detection.
- Collaborate with the DevOps team to ensure the necessary infrastructure is in place for them to perform effectively.
- Manage, develop and integrate internal systems such as Connectwise, Hubspot, M365 (Including Sharepoint) for optimal business process efficiency.
- OPERATIONS
- Support in ensuring compliance with Cyber Essentials, ISO 27001, 9001, and 14001.
- Maintain and update knowledge management systems and documentation.
- Serve as a point of contact for employee enquiries and concerns related to IT and internal operations.
- Support in the management and adherence of business continuity & DR plans.
- Create and maintain a rolling programme of upgrades to IT equipment.
- Maintain relationships with external vendors and suppliers, negotiating contracts and service agreements as needed, making changes to suppliers when necessary.
REQUIRED SKILLS AND EXPERIENCE
- Experience in IT service management, ideally with exposure to a leadership role.
- Proven experience managing service desk operations for cloud services, data platforms, and enterprise applications.
- Good understanding of ITIL framework and IT service management best practices.
- Experience with service desk tools and ticketing systems (ConnectWise, Jira Service Management, etc.).
- Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders.
- Strong analytical and problem-solving abilities.
- Experience in managing service level agreements (SLAs) and operational level agreements (OLAs).
- Experience of operating within the technology services sector with a good understanding of Connectwise, Hubspot, Microsoft 365 and Azure.
- Experience of operating within an ISO compliant organisation and supporting with the maintenance of related documentation.
- Collaborative in approach, with experience of working closely with a range of stakeholders to implement processes and efficiencies.
BENEFITS
- Base salary commensurate with experience.
- Vibrant Leeds City Centre office location.
- Fully stocked communal kitchen with access to free food and drink.
- Games area, complete with pool table.
- 25 days holiday rising an extra day a year up to 30 days.
- Flexible/Hybrid working.
IT Operations Manager (Leeds) employer: Abstract Group
Contact Detail:
Abstract Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Operations Manager (Leeds)
✨Tip Number 1
Familiarise yourself with ITIL best practices and service management processes. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to maintaining high standards in service delivery.
✨Tip Number 2
Network with professionals in the IT service management field, especially those who have experience with tools like ConnectWise and Jira Service Management. Engaging with industry peers can provide insights and potentially lead to referrals.
✨Tip Number 3
Stay updated on emerging technologies related to cloud services and data platforms. Being knowledgeable about the latest trends will position you as a forward-thinking candidate who can contribute to the company's growth.
✨Tip Number 4
Prepare to discuss your experience with managing SLAs and OLAs in detail. Be ready to share specific examples of how you've successfully navigated challenges in service delivery, as this will showcase your problem-solving abilities.
We think you need these skills to ace IT Operations Manager (Leeds)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management and leadership roles. Emphasise your familiarity with ITIL frameworks, service desk operations, and any specific tools mentioned in the job description, such as ConnectWise or Microsoft 365.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and your understanding of the role. Mention how your previous experiences align with the responsibilities outlined, particularly in service delivery and customer relationship management.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved complex IT issues or improved service delivery in past roles. This will demonstrate your analytical abilities and problem-solving skills, which are crucial for the position.
Highlight Collaborative Experience: Since the role involves working closely with various stakeholders, include instances where you've collaborated effectively with teams or clients. This will show your ability to foster relationships and implement processes efficiently.
How to prepare for a job interview at Abstract Group
✨Understand ITIL Framework
Make sure you have a solid grasp of the ITIL framework and how it applies to service management. Be prepared to discuss your experience with ITIL processes and how you've implemented them in previous roles.
✨Showcase Leadership Experience
Highlight any leadership roles you've held, especially in IT service management. Discuss specific examples where you successfully managed a team or project, focusing on your ability to drive results and improve service delivery.
✨Familiarise with Tools and Technologies
Research the specific tools mentioned in the job description, such as ConnectWise, Hubspot, and Microsoft 365. Be ready to explain how you've used these tools in past positions and how they can benefit the company.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex service issues. Think of examples from your past experiences where you successfully resolved high-priority incidents or improved customer satisfaction.
