At a Glance
- Tasks: Lead global IT service operations and ensure top-notch support for Escode employees.
- Company: Escode, a pioneer in software escrow solutions with over 40 years of experience.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a diverse team committed to innovation and continuous learning.
- Why this job: Make a real impact in a dynamic tech environment while safeguarding vital digital assets.
- Qualifications: Proven leadership in tech services and strong communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
Location: Manchester - Hybrid, 3 days per week in office
The Escode Division
Escode, a global leader in software escrow solutions, is dedicated to protecting businesses from unforeseen disruptions. We ensure that business-critical software applications and source code are safe, secure, and always available. As a trusted intermediary for some of the world’s best-known brands, we safeguard access to vital code and digital assets, ensuring business continuity and the protection of software investments.
With over 40 years of experience, Escode pioneered the software escrow category in 1988, recognising the growing technology dependence of businesses and the need for a safety mechanism. We are proud to set industry standards and shape its direction, providing unparalleled expertise and reliability.
The Opportunity:
As Global Head of Service Operations, you will be responsible for the day-to-day management of IT Service ensuring that Escode employees receive a high standard of service and support. The Global Head of Service Operations will also be responsible for long term planning, training, and implementation of support provision. You’ll also have line management responsibility for Service Management/EUC pillar.
Key Accountabilities:
- Creation, update and potential retirement of all ITSM and IT Security policies & underlying processes.
- ITDR Plans and Business Continuity
- IT Service KPIs, creation and distribution of KPI reports
- Reactive root-cause analysis & pro-active trending to reduce further incidents
- Co-ordination of all IT communications
- New or upgraded services are brought onboard smoothly with the correct technical and user documentation and extended early life support
- All EUC including annual hardware refresh program
- Software license management & renewals
- Supplier management and IT procurement
- Contribute to project management and roadmap tasks.
- Act as the IT/Business interface, including attending senior management team meetings across all of Escode
- Data driven, use data to improve the IT Service and strategic direction.
Minimum Requirements:
- You must be willing to travel to Escode office locations globally and stay away from home on occasion.
- Ability to effectively prioritise and execute tasks in a high-pressure environment.
- Excellent communication, presentation and interpersonal skills.
- Ability to manage projects, delivering to tight timescales
- Proven experience of training, coaching and motivating staff
- Ability to provide clear technical/process documentation
Knowledge required for the role:
- Clear understanding of network security
- Understanding of WAN and LAN technologies
- Competent in Microsoft Active Directory & Azure environments
- Understanding of Microsoft Power Platform
- Previous experience of: Being in a leadership role within a technology function that delivers technology services to a global business.
- Leading a multi-disciplinary IT function or similar senior leadership role.
- Direct line management of technical resources and being able to bridge the gap between technical and non-technical colleagues across the business.
- Data governance standards, controls and GDPR requirements and how they are factored into design activity.
- EUC administration of a Windows Domain
- Effective Problem, Incident and Change Management
- Asset and configuration management including ownership of a CMDB
- Developing and maintaining Continual Service Improvement process
- Developing excellent Customer Service Management
Behaviours:
- Focusing on Clients and Customers
- Being Inclusive and Respectful
- Enabling Performance
- Delivers Brilliantly
- Always Learning
About your application: We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles. If you do not want us to retain your details, please email. All personal data is held in accordance with the NCC Group Privacy Notice. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.
Head of Service Operations in Manchester employer: Escode
At Escode, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in Manchester, our hybrid working model allows for flexibility while ensuring our employees receive top-notch support and development opportunities. With over 40 years of industry leadership, we are committed to employee growth, providing training and resources to help you excel in your role as Global Head of Service Operations.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Operations in Manchester
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand Escode’s mission and values, and think about how your experience aligns with their goals. This will help you stand out and show that you’re genuinely interested in the role.
✨Tip Number 3
Practice your pitch! Be ready to explain your experience and how it relates to the Head of Service Operations role. Keep it concise but impactful, highlighting your leadership skills and technical knowledge that make you the perfect fit.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. So, go ahead and submit your application today!
We think you need these skills to ace Head of Service Operations in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Service Operations role. Highlight your experience in IT service management and leadership, and don’t forget to mention any relevant projects you've led that align with our key accountabilities.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for Escode. Share specific examples of how you've improved service operations in previous roles and how you can bring that expertise to us.
Showcase Your Communication Skills:Since this role requires excellent communication skills, make sure your application reflects that. Use clear and concise language, and structure your documents well. We want to see that you can communicate effectively with both technical and non-technical colleagues.
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Escode
✨Know Your Stuff
Make sure you have a solid understanding of IT service management and the specific technologies mentioned in the job description, like network security and Microsoft environments. Brush up on your knowledge of ITSM policies and processes, as well as any relevant KPIs that you might be asked about.
✨Showcase Leadership Skills
As a potential Global Head of Service Operations, you'll need to demonstrate your leadership experience. Prepare examples of how you've successfully managed teams, delivered projects under pressure, and motivated staff. Be ready to discuss your approach to training and coaching others.
✨Communicate Clearly
Excellent communication is key for this role. Practice articulating your thoughts clearly and concisely. You might be asked to explain complex technical concepts to non-technical colleagues, so think about how you can simplify your explanations without losing important details.
✨Prepare Questions
Interviews are a two-way street! Prepare insightful questions about Escode's operations, their approach to business continuity, and how they measure success in service delivery. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
