At a Glance
- Tasks: Lead IT service operations, ensuring top-notch support for Escode employees.
- Company: Join Escode, a global leader in software escrow solutions with over 40 years of expertise.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with global travel opportunities and a focus on continuous improvement.
- Why this job: Make a real impact by safeguarding vital software and driving service excellence.
- Qualifications: Proven leadership in tech services, strong communication skills, and project management experience.
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.
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.
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. 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.
Behaviours
- Focusing on Clients and Customers
- Being Inclusive and Respectful
- Enabling Performance
- Delivers Brilliantly
Senior Service Operations Manager in Manchester employer: Escode
At Escode, we pride ourselves on being an exceptional employer, offering a dynamic hybrid work environment in Manchester that fosters collaboration and innovation. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for advancement within our global operations. With a strong focus on work-life balance and a culture that values inclusivity and respect, Escode is dedicated to ensuring that every team member feels empowered to deliver brilliantly and contribute to our mission of safeguarding vital software assets.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Operations Manager in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Escode values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Escode might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Escode!
✨Direct Apply to Escode
Let's not forget to apply directly through the Escode website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Service Operations Manager in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Escode.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Escode. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Escode
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
