At a Glance
- Tasks: Lead the transformation of IT support into a proactive service model across multiple locations.
- Company: Purpose-led organisation focused on improving outcomes for communities.
- Benefits: Competitive salary, excellent benefits, hybrid working, and inclusive culture.
- Other info: Opportunity for career growth and modernising service delivery with AI and automation.
- Why this job: Shape IT service delivery and make a real impact with innovative technology.
- Qualifications: Experience in IT service delivery and strong leadership skills required.
The predicted salary is between 63000 - 77000 £ per year.
Location: Blackfriars, London hybrid with 2 days in the office per week
Salary: 55-60K plus excellent benefits package
Employment: Permanent, full-time
About The Opportunity
Our client is a UK-based, purpose-led organisation that works with public, private and third sector partners to design, test and scale practical innovations that improve outcomes for people and communities. They are seeking a Group IT Service Operations Manager to transform IT support from a reactive service desk into a proactive, technology-enabled service function.
Reporting to the Group Technology Director, you will own Group-wide IT service delivery across UK and international locations, including internal teams, regional managed service providers and third-party suppliers. You will develop the Group Service Delivery Strategy, improve service quality through data and root cause analysis, and introduce automation, AI-assisted support and self-service.
Role & Responsibilities
- Lead the transformation of IT support into a proactive service model using monitoring, automation, data and self-service
- Develop and own the Group Service Delivery Strategy as part of the wider Group Technology Strategy
- Take end-to-end ownership of service delivery across all locations, internal teams and managed service providers
- Own SLAs, KPIs, customer satisfaction measures, service reviews and stakeholder reporting
- Use service data and root cause analysis to identify recurring issues and implement lasting solutions
- Drive the adoption of automation, AI-assisted support, self-service and knowledge management
- Lead, coach and develop the Service Delivery Team, embedding accountability and service ownership
- Act as the senior escalation point for major incidents, outages and complex service issues
- Coordinate Infrastructure, Security, Platform/DevOps teams, MSPs and suppliers to resolve issues and implement change
- Build strong relationships with users and stakeholders across all Group locations
- Lead communications relating to service changes, implementations and outages
- Manage suppliers, contracts, renewals, service performance and regional MSP relationships
- Oversee technology ordering, invoices, operational budgets and delegated approvals
- Oversee audio-visual technology across Group offices
- Contribute to wider IT governance, including AI adoption, data protection, security and change management
Qualifications
Key Requirements
You will be an experienced IT Service Delivery, IT Operations or Service Desk leader with a strong record of improving services across multiple locations.
You Will Bring
- Proven experience transforming reactive IT support into proactive service provision
- Experience developing and implementing an IT Service Delivery Strategy
- Strong knowledge of ITIL and IT service management best practice
- Experience leading an IT Service Desk and Desktop Support function across multiple locations
- Strong major incident, escalation and problem management experience
- Experience managing SLAs, KPIs, customer satisfaction and service reporting
- Experience managing MSPs, outsourced support partners and technology suppliers
- Practical experience introducing automation, self-service or AI-assisted support
- Strong team leadership, coaching and stakeholder management skills
- Knowledge of UK GDPR, ISO 27001, Cyber Essentials Plus and IT governance
- Experience managing technology budgets, purchasing, contracts and renewals
Technology Environment
Experience with identity and device management, collaboration, ITSM, endpoint security and networking platforms is required. The current environment includes JumpCloud, Google Workspace, Microsoft 365/Azure, Jira Service Management, CrowdStrike Falcon, Windows 10/11, macOS and Cisco Meraki. Exposure to Slack, AWS, GitHub, Cloudflare or AI-enabled service desk tooling would be advantageous.
Why Is This a Great Opportunity
Why Join?
This is an opportunity to shape and lead a Group-wide IT Service Delivery function within a purpose-led organisation operating across multiple locations. You will have the scope to modernise service delivery, introduce automation and AI-enabled support, develop a capable team and create measurable improvements across the Group. The organisation offers hybrid and flexible working arrangements and is committed to an inclusive workplace where different experiences, expertise and perspectives are valued. Occasional flexibility outside standard working hours may be required to support international locations.
IT Service Operations Manager employer: NPAworldwide
Our client is an exceptional employer located in London, offering a dynamic work environment that fosters diversity and innovation. With a hybrid working model and competitive salary package, including bonuses, employees benefit from excellent career progression opportunities and a supportive culture that values collaboration. Join a team that not only prioritises professional growth but also champions inclusivity across all levels.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Operations Manager
✨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 NPAworldwide 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 NPAworldwide 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 NPAworldwide!
✨Direct Apply to NPAworldwide
Let's not forget to apply directly through the NPAworldwide 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 IT Service Operations Manager
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 NPAworldwide.
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 NPAworldwide. 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 NPAworldwide
✨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.
