At a Glance
- Tasks: Lead IT onboarding and operations for a major national programme, ensuring smooth user experiences.
- Company: Join the British Council, a dynamic organisation making a difference across the UK.
- Benefits: Competitive daily rate, potential for contract extension, and hands-on experience in IT operations.
- Other info: Fast-paced environment with opportunities to improve processes and enhance service delivery.
- Why this job: Be the go-to person for IT support and make a real impact on staff productivity.
- Qualifications: Experience in IT operations and onboarding processes, with strong communication skills.
The British Council is delivering a major national programme as part of Erasmus+ and requires an experienced IT Operations and Onboarding specialist to support the mobilisation of over 150 staff across the UK. This is a hands-on role focused on ensuring a smooth onboarding experience, strong IT service delivery, and effective coordination across Digital and Technology teams, suppliers, and business stakeholders. You will act as the key point of contact for onboarding and operational IT support within the programme, ensuring users are fully set up, supported, and productive from day one.
Key Responsibilities
- Own and coordinate end to end onboarding across large scale hiring waves
- Manage Joiners Movers Leavers processes, including bulk onboarding activity
- Ensure all users have appropriate system access, devices, and support
- Act as the on-site IT point of contact for troubleshooting and user support
- Liaise with service desk and wider D&T teams to resolve issues quickly
- Track and manage tickets, service requests, and operational performance
- Work closely with HR, suppliers, and internal teams to remove onboarding blockers
- Maintain onboarding documentation, processes, and governance
- Support service delivery improvements and operational efficiency
- Act as a bridge between programme teams and IT functions
Key Requirements
- Strong experience in IT operations, service delivery, or IT support environments
- Proven experience managing onboarding or JML processes at scale
- Background working in large or complex organisations
- Hands-on approach with ability to troubleshoot and support users directly
- Strong stakeholder engagement and communication skills
- Experience working with service desk environments and ITSM processes
- Ability to coordinate across multiple teams and suppliers
- Comfortable working in a fast-paced, high-volume environment
Desirable
- ITIL certification or strong ITIL knowledge
- Experience in large scale onboarding, migrations, or transformation programmes
- Exposure to Microsoft environments including Windows, M365, Intune
- Experience working with outsourced IT or third party suppliers
What they are really looking for
- Someone visible, proactive, and hands-on
- Someone who fixes problems, not just escalates them
- Someone who can handle volume and pressure
- Someone who improves processes while delivering day to day support
IT Operations Manager employer: Xpand Group
Xpand Group is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals looking to make a significant impact in the retail sector. With a strong emphasis on employee growth and development, team members are encouraged to enhance their skills through continuous learning opportunities while working on cutting-edge planning solutions for a leading consumer brand. The hybrid work model offers flexibility, allowing employees to balance their professional and personal lives effectively.
StudySmarter Expert Advice🤫
We think this is how you could land IT Operations Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at the British Council or similar organisations. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT operations and onboarding. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your hands-on approach! During interviews, share specific examples of how you've tackled challenges in IT support or onboarding processes. This will demonstrate that you’re not just a talker but someone who gets things done.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Operations Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in IT operations and onboarding, and don’t forget to mention any relevant skills that match what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role. Share specific examples of how you've managed onboarding processes or improved IT service delivery in the past.
Showcase Your Problem-Solving Skills:We want to see how you tackle challenges! In your application, include instances where you’ve resolved issues quickly or improved processes. This will show us you’re proactive and hands-on, just like we need.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Xpand Group
✨Know Your Onboarding Processes
Make sure you’re well-versed in the Joiners, Movers, and Leavers (JML) processes. Be ready to discuss your experience managing these at scale, as it’s a key part of the role. Think about specific examples where you’ve streamlined onboarding or resolved issues quickly.
✨Showcase Your Troubleshooting Skills
Prepare to demonstrate your hands-on approach to IT support. Have a few scenarios in mind where you successfully troubleshot user issues or improved service delivery. This will show that you can handle the fast-paced environment they’re looking for.
✨Engage with Stakeholders
Highlight your communication skills and experience working with various stakeholders. Be ready to share how you’ve coordinated between teams and suppliers in the past. This will illustrate your ability to act as a bridge between programme teams and IT functions.
✨Familiarise Yourself with ITIL Practices
If you have ITIL knowledge or certification, make sure to mention it! Even if you don’t, understanding ITSM processes can set you apart. Brush up on how these practices can improve operational efficiency and service delivery, as this is something they value highly.
