IT Operations Manager

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BGIS is a global leader in technical integrated building facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.

At BGIS, we believe there is always a better way. We seek out opportunities, encourage change and cultivate success. Our people are passionate individuals who solve problems through diverse ways of thinking and innovation to create places that work now and for the future.

We operate in different sectors ranging from high rise, critical environments, distributed portfolio and financial sectors. Innovation is at the centre of everything we do, as a result, you will get to work on exciting and complex challenges along with an exposure to cutting-edge technology around smart system integration and AI.

We are committed and invested in creating an impactful change. We work relentlessly to implement sustainable practices throughout our business by promoting environmental awareness in everything we do. As we continue to build a better future, our dedication remains focused on powering a better tomorrow for our clients, communities, and planet.

JOBDESCRIPTION

JobTitle ITOperationsManager

Reportingto the ProfessionalServicesDirectorUK

Purpose of Job

The IT Operations Management forms part of the Professional ServicesDepartment and serves a focal point to BGIS UK (supporting 650 users) operations ensuring operational hardware and software for the business is maintained at an optimum level with less or no impact to the productivity of the business. IT Operations Manager will lead the business IT strategy and the service model and contributesproperselectionoftechnologiesbyprovidinginformationonadvanced and appropriate technology, systems analysis and software acquisition.

The IT Operations Manager will lead the in-house support team providing L1 andL2 support whilst working closely with the Global IT department ensuring organizational policies and compliance framework are adhered.

As the IT leader, the role plays a pivotal role in managing the vendors providing IT services to the business ensuring the appropriate standards and response time are met.

The team also plays an active role in the building and upgrading of the skills and knowledge of staff in the use of computers and relevant software applications as well as supporting a network of desktops, servers and associated printers and peripherals.

KeyResponsibilities

• CompleteoversightofBGISUKIToperationsstrategy.
• Managing incidentandservicerequestontheBGISISMPortal.
• ProvideleadershipandsupervisiontotheITServiceDeskteam,ensuringthatappropriate skilled resources are in place to meet required service levels.
• ProvideCisco&HPSwitches,FirewallandRouterssupportandadministration.
• Implementpolicies/standardstoimprovethequalityandefficiencyofsupportservices based on ITIL methodology.
• WorkwiththeServiceDeskteamtosetSLAcriteriafortheavailabilityandperformanceof the IT infrastructure.
• Responsibleforday-to-daysystemadministration,includingmanagementofinternal network, VPN, Microsoft Active Directory (AD) and system backups.
• Responsibleformanagementoftherolloutandsupportofdesktopdevices,including laptops and printers, and productivity tools such as Outlook and MSOffice.
• Ensuresthatsystems,processesandmethodologiesaremaintained,followedtoensure effective monitoring, control and support of service delivery.
• Developandleadthereplacementofinfrastructureatendoflife
• ResponsibleforHardwareandSoftwareassetinventoryonin-tuneandmanagingthestock level to continuously improve end user experience.
• Maintainsascheduleofformalservicereviewswithkeystakeholdersandmanagementof the key 3rd party providers who provide the IT operational service.
• IdentifiesopportunitiestosimplifyITServiceDeskoperationsthroughcontinuous improvement initiatives.
• Manages the performance objectives and professional development of the Service Desk teamincludingtheinitiation,monitoring,reviewandvalidationofindividualtrainingand development plans in line with organizational and business requirements.
• Maintainsandconstantlyimprovesserverandnetworkperformance,reliabilityand security in line with BS 7799 / ISO 27001 and best practice.
• Leadtherole-basedhardwarestandardisationmodelandensureappropriategovernance processes are in-place for hardware return.
• Continuouslyimproveexistingon-boardingandoff-boardingprocesswithaimtoprovide exceptional end user experience.
• LeadcontractmobilisationfromanITperspectiveinatimelymanner.
• Performsanyotherdutiesasmayberequiredfromtimetotime.
• ITstrategyfortheUKOperationsalongwithstandardisationofservicedeliverytothebusiness.
• ResponsibleforUKITservicedesk,ensuringhighlevelofservicedeliveryaremaintainedacrossthe business.
• WorkingcloselywiththeglobalITteamandensurebusinessprocessesandproceduresare adhered.
• ResponsibleforITrelatedbusinesscommunications andhigh-levelendusertraining.
• Responsibleforend-to-endmanagementofhardwareandsoftwareassets.
• MonitorandprovideSMEsupporttoProfessionalServicesDirectoraroundIToperationsand service strategy.
• Productionand updatingoftrainingguidesand process maps fortheITservicedesk.
• ResponsibleUKChangeAdvisoryBoard(CAB)forallITtransformationalprogrammes.
• Identifyprocessgapsandareasofopportunitiesforcostreductionwithoutimpactingbusinessoperations or productivity.
• Managestrategic andtacticalrelationshipwiththe3rdparty vendor.
• LeadallITtransformational programmes forthebusiness.

ReportingLinesandBudgetresponsibilities

• ReportingtotheProfessionalServicesDirectorUK.
• DottedlinetoGlobalITdirector.
• ThispostcarriesITbudgetaryresponsibility.
• Thepostholderwill havedirect reportingstaff atthistime.

PersonSpecificationEducation

• DegreeinITorrelateddiscipline
• ITILServicedeliverymanagerqualifications
• MCSE+Security

Skills/Knowledge Functional

• IndepthITILKnowledge
• Atleast5years’experienceofmanagingasimilarlysizedteam.
• 3yearsofappropriateexperiencesupportingITinfrastructureandservice delivery, preferably with a medium size organization.
• GoodunderstandingofServer&desktophardware/operatingsystems, networks, firewalls and load balancers, telecoms, etc.
• Aprobingandanalyticalapproachwiththeabilitytopre-emptpotential problems and identify inefficiencies.
• Averystrongcustomerorientatedapproachwithadeliverybias.
• Experienceofworkingwith3rdpartyserviceproviders.
• Proactiveteamplayer.

Technical

• IndepthknowledgeofActiveDirectory(Design,SecurityandAdministration)
• IndepthknowledgeofMessaging(MSExchange,Archiving,UnifiedCommunications)
• IndepthknowledgeofNetworkingtechnologiesandconcepts.Goodunderstandingof VMWare 5 / Hyper V.
• IndepthknowledgeLaptopandmobiledeviceconfigurations.
• Indepthknowledgein-tuneandadministration.

Leadership

• Stronginterpersonalskills,abletocommunicateacrossabroadspectrumofusers.
• Excellentpeoplemanagement.
• Strategicthinkerandathoughtleader.
• Excellentoral,writtenandpresentationcommunicationskills.
• Abilitytomanagethroughorganizationalchange.

Character

• Committedtothe deliveryof excellentcustomer service
• Abletomakesounddecisionswhen needed
• Ateamplayer,able toworkwithBGIS andclients’representatives at alllevels.
• Mustdemonstrateastrong senseoffocus.
• Reliableandself-motivated,abletoprioritizedemandsandwork under pressure

Circumstances

• AlthoughprimarilybasedinourLondonofficestherewillbetravelto our sites and client sites throughout England.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success!

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