IT Operations & Service Delivery Lead in Altrincham

About us

Make a difference and advance your career by helping deliver some of the UK’s most important #tech4good projects, making the world a smarter, safer, greener, and healthier place. You’ll join a talented team of dynamic and driven professional problem solvers; creative thinkers and solutions builders who thrive on helping clients meet the most exciting digital transformation challenges. Founded in 1992, we are a successful, growing International digital transformation consultancy. We deliver multi-Queen’s Award for innovation winning platforms and services that support large-scale digital transformation.

The Role

We’re looking for an experienced IT Operations Lead to manage the global technology operations delivered by our Corporate Technology Services team (CTS), based in Altrincham. This is a pivotal leadership and management role overseeing the IT services that underpin our entire organisation, offering you the opportunity to own, shape, and influence how our technology services are delivered and evolve in line with our strategic roadmap. Operating in a fast-paced environment, you will work in close collaboration with our Engineering Lead to ensure that our IT services provide an exceptional user experience to our staff, support our global growth, are effectively governed to defined SLAs, KPIs and standards, and are secure and resilient.

You’ll be trusted to lead and manage our team of Infrastructure Engineers, and to act as a figurehead for the department, working in partnership with Directors and business stakeholders to proactively identify needs, deliver technology-enabled business change, and resolve issues. Whilst we welcome applicants from a hands-on technical/IT infrastructure background, it is important to highlight that this is primarily an operational leadership and management role, focusing on team leadership and development, IT service management and governance, and business stakeholder management.

Responsibilities

• Team leadership, coaching, mentoring, and line management.
• Internal stakeholder engagement and management up to Director level.
• Managing day-to-day planning and delivery of IT services to defined SLAs and KPIs.
• Managing compliance to ITIL, ISO 9001/27001, and Cyber Essentials+ standards.
• Management reporting.
• Supplier selection, relationship, and performance management.
• Planning and governing the delivery of IT change projects and initiatives.

Essential Skills

• Experience leading, developing, and line-managing IT teams of 5-10 people.
• Experience of proactively collaborating with and managing business stakeholders to identify needs, resolve issues, and manage change, up to Director level.
• Experience leading, managing, and reporting on IT service delivery spanning Service Desk, incident management, problem management, and continual improvement to defined SLAs and KPIs.
• Experience collaborating with IT Architects and Engineers to shape and influence IT and technology roadmap in line with broader business plans.
• Experience planning and governing the delivery of IT change projects and initiatives on time and to budget, effectively managing risks, assumptions, and dependencies.
• Practical experience and knowledge of complying with ITIL, ISO 9001/27001, and Cyber Essentials Plus policies and standards.
• Experience in identifying, selecting, onboarding, and performance managing suppliers and sub-contractors.
• Excellent work planning, prioritisation, time management, and attention to detail.
• Punctuality, reliability, and a clear commitment to your role.

Desirable Skills

• Experience managing and scaling IT services for professional services firms.
• Experience of Microsoft Azure cloud-based IT services.
• Experience of network technologies (firewalls, VPNs, Wi-Fi etc).
• Experience of managing third-party cloud services (e.g. Jira, Confluence etc).

Key competencies for success

• A passion for user-centred IT services, service quality, and technical innovation.
• A natural collaborator with strong interpersonal and communication skills.
• A positive and constructive outlook.
• Resilient and adaptable, able to work effectively in fast-paced environments.
• Sound commercial awareness, risk awareness, and professional judgement.

Benefits

Our benefits package complements our highly competitive salaries and our great working environment. We believe that our people should be properly rewarded for their commitment to the continued success of our business through a comprehensive and flexible range of benefits.

• Informed ACADEMY™ – We offer excellent career development opportunities through our award-winning personal and professional development programmes, including support with professional certifications.
• Industry leading health and wellbeing plan – We partner with several wellbeing support functions to cater to each individual’s needs, including 24/7 GP services, mental health support and physical health support.
• Hybrid working
• Private Health Care Cover
• Generous life assurance cover
• Gym Membership
• Monthly office lunch
• Onsite massage sessions
• 25 paid working days holiday per year plus bank holidays
• Sabbatical Leave Scheme
• Enhanced Maternity Leave and Pay
• Enhanced Paternity Leave and Pay
• Company Pension Contribution
• Profit Share Scheme
• Payment of professional subscriptions
• Generous referral scheme with no limits on the number of referrals

Culture

We are proud to nurture a workplace culture that is diverse, inclusive, rewarding, and egalitarian. We strive to live up to our values of Innovation, Excellence, and Integrity by thinking about things differently, always doing our best, and acting in good faith at all times. We’re a team of passionate problem solvers. We take pride in helping our clients accelerate and de-risk digital business change so that we can collaborate and codesign world class digital services that solve complex business and safety critical problems, particularly where place, location or geography are important.