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- Tasks: Lead IT Service Operations, ensuring top-notch service delivery and performance management.
- Company: Join a well-known organization focused on innovative technology solutions.
- Benefits: Flexible work locations in Manchester, Leeds, or York with travel opportunities.
- Why this job: Transform service operations while collaborating with a dynamic team and leveraging cutting-edge technology.
- Qualifications: Degree level education, strong ITIL knowledge, and 5+ years in IT Service Operations required.
- Other info: Opportunity to innovate and enhance IT services in a supportive environment.
The predicted salary is between 54000 - 84000 ÂŁ per year.
Head of IT Service Operations – Leeds / Manchester
Purpose of Job
The Head of IT Service Operations has the responsibility of delivering Information Technology across the business. The role will need to deliver services in a highly professional structured way. They will be responsible for the performance of all managed services. Services will be managed to agreed SLAs.
The role will also be responsible for all third-party relationships with technology providers. They will need to ensure that the solutions, contract and working agreements fit with the client’s expectations.
The role will ensure that all technology is fit for purpose and secure.
Principal Accountabilities
Delivering IT Services for the business. Ensuring services are delivered:
- To agreed SLAs ensuring that monitoring is in place
- With clear concise management reporting
- With high quality incident management processes to follow well constructed RTO and RPO objectives.
Manage the client’s technology ensuring that:
- All technology is fully supported
- Investment cases are planned and a clearly planned evergreening process is in place.
- New opportunities to leverage new technology are taken appropriately
- The technology meets Cyber security standards including Cyber Essentials and Cyber Essentials Plus
- All devices (not just legacy IS managed) on the client’s network are documented and closely managed
Manage the client’s support functions
- Ensure that the service desk delivers to high standards
- Employ “shift left” showing demonstrable progress on “first time fix” of issues
- Ensure “self service” wherever possible supporting the organisation to best solve technology problems without consulting IT
Change and problem management
- Deliver a high scrutiny change function ensuring that all change (not just legacy IS managed) on the network is managed well aligned to ITIL standards
- Deliver a highly effective problem management capability ensuring that problems are fully investigated and closed with appropriate actions
- Ensure repeat problems are identified and addressed to remove further occurrences
Delivery of new services under IT Service management
- Network with colleagues to sell the benefits of IT Service management
- Develop and deliver a process to add more services to the portfolio in an efficient quality methodology
Team management
- Manage and develop team members
- Ensure the team works efficiently
Manage risk
- Take ownership of IT Operations risks and ensure mitigations are in place and actions are completed to agreed timescales
Manage contracts and suppliers
- Develop and introduce a rigorous contract and supplier management framework
- Ensure all contracts are well managed with clear SLAs and escalation routes and that these are followed
Innovation
- Keep up to date with new technology
- Introduce new IT opportunities with strong business benefits
Collaboration
Working closely with the Head of IT to understand priorities
Ensuring that priorities are always delivered
Experience, Knowledge, Qualifications and Training
- Educated to degree level or similar
- Good knowledge of ITIL, COBIT and Sarbanes Oxley or other control frameworks
- A strong track record of embedding ITIL best practice and improving service outcomes
- Experience of leading an IT Service Operations function over the last 5 years
- Proven knowledge of cyber security issues and organisation mitigations
- Proven knowledge and experience of cloud migrations and the considerations of organisations in this respect
- Proven vendor management capability
This is an excellent opportunity to transform the service operations function of this well known organisation. The role can be based in either Manchester, Leeds or York with some travel between locations.
Head of IT Service Operations employer: psd group
Contact Detail:
psd group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of IT Service Operations
✨Tip Number 1
Make sure to highlight your experience with ITIL and service management frameworks during networking opportunities. Engage with professionals in the field and discuss how you've successfully implemented these practices in previous roles.
✨Tip Number 2
Familiarize yourself with the latest trends in cyber security and cloud migrations. Being able to discuss recent developments and how they can benefit the organization will set you apart from other candidates.
✨Tip Number 3
Demonstrate your vendor management skills by preparing examples of how you've effectively managed third-party relationships in the past. This will show your ability to maintain strong partnerships and ensure service delivery.
✨Tip Number 4
Network with current employees or industry professionals who have insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach during interviews.
We think you need these skills to ace Head of IT Service Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Operations, particularly focusing on your knowledge of ITIL, vendor management, and cyber security. Use specific examples that demonstrate your ability to meet SLAs and manage third-party relationships.
Craft a Strong Cover Letter: In your cover letter, express your passion for delivering high-quality IT services. Mention your experience in leading teams and managing risks, and how you can contribute to the transformation of the service operations function.
Highlight Relevant Achievements: When detailing your work history, emphasize achievements that align with the job description, such as successful IT service delivery, improvements in incident management processes, or innovative technology implementations.
Showcase Leadership Skills: Since the role involves team management, be sure to include examples of how you've developed team members and improved team efficiency. Highlight any experience you have in fostering collaboration and driving change within an organization.
How to prepare for a job interview at psd group
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL best practices during the interview. Discuss specific examples where you've successfully implemented ITIL frameworks in previous roles, as this will demonstrate your capability to improve service outcomes.
✨Demonstrate Vendor Management Skills
Prepare to discuss your experience with managing third-party relationships and contracts. Be ready to provide examples of how you've ensured that services meet agreed SLAs and how you've navigated challenges with technology providers.
✨Emphasize Cyber Security Awareness
Given the importance of cyber security in this role, be prepared to talk about your knowledge of cyber security standards, including Cyber Essentials. Share any relevant experiences where you ensured compliance and mitigated risks.
✨Discuss Team Management Experience
Highlight your experience in managing and developing teams. Talk about how you've fostered a collaborative environment, improved team efficiency, and supported team members in their professional growth.
