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Senior Service Operations Manager
Job Description
Senior Service Operations Manager – to £65k plus benefits – mainly remote with travel to Carlisle office approx. twice a month
My forward-thinking Financial Sector client is a genuinely a great place to work. As an employer they value how they treat both their employees and their customers in an ethical and responsible manner. As a business, they have been on a journey of modernisation and change to deliver new products and services using great technologies. They are still on that journey and this role is a key management / leadership role within the IT Service Operations Team.
What will you be doing?
As a Service Operations Manager, you will be responsible for overseeing the day-to-day operations of the IT services to ensure smooth delivery and optimal performance. The successful candidate will have the following responsibilities.
- Lead and manage the Technology Service teams, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction.
- Monitor service performance metrics, identify areas for improvement, and implement strategies to enhance service quality and efficiency.
- Develop and maintain service level agreements (SLAs) and Operational level agreements (OLA) with stakeholders and ensure adherence to agreed service levels.
- Supporting the continuous improvement of IT services across the organisation
- Responsible for maximising the number of successful IT changes by ensuring that risks have been properly assessed authorizing changes to proceed and managing the change schedule.
- Incident Management: Oversee and respond to Technology incidents and emergencies. Develop and maintain an effective incident response plan, ensuring that the team can quickly address and resolve issues to minimise downtime and maintain business continuity.
- Strategic Planning and Innovation: Contribute to the overall IT strategy and lead initiatives that drive technological innovation and operational improvements. Stay informed about technological trends and advancements to recommend solutions that enhance productivity and efficiency.
- Team Leadership and Development: Manage and develop high-performing service teams. Provide leadership, set clear objectives, offer training and development opportunities, and foster a culture of continuous improvement and accountability.
- Vendor and Stakeholder Management: Manage relationships with external vendors and internal stakeholders. Manage service agreements, ensure that service levels meet organisational needs, and communicate effectively with stakeholders to align IT services with business objectives.
- Develop, update, and enforce IT policies and procedures in alignment with industry standards and organisational goals.
- Manage relationships with third-party vendors and service providers, ensuring compliance with contractual agreements and service expectations.
What skills and experience do you need to be successful in the role?
This role, whilst being technology based, requires a balance of technical and managerial / leadership skills.
- Strategic mindset -this is a leadership role.
- Strong leadership skills – taking your team on a journey to excellence.
- Strong vendor management skills – delivery is through many partnerships with vendors.
- An overarching technical understanding – managing the team that will drive operational excellence across the service offering.
You will need to be able to demonstrate your knowledge and experience across many different areas that are important in the delivery of excellence in IT Service Operations.
- Proven experience in IT Service Management.
- Demonstrate a deep understanding of ITIL framework and practices to ensure effective IT operations.
- Experience of working in technical teams delivering and supporting complex solutions.
- Experience of creating, developing and managing cross functional technology teams
- Strong interpersonal, negotiation and influencing skills and experience of liaising with senior stakeholders to deliver activities.
- Strong analytical and problem-solving abilities to identify process bottlenecks and implement improvements.
- Excellent management skills with the ability to prioritise tasks and manage multiple initiatives simultaneously.
- Excellent communication skills, both written and verbal, to convey complex technical information clearly to various stakeholders.
- Be able to demonstrate evidence of delivering successful target operating model improvements.
- Adept at using relevant software tools and platforms for asset management, knowledge base management, project management, and ITSM.
Qualifications and Experience
- Previous experience of working in an IT Service Management role with stakeholder management responsibilities.
- Proven experience using a range of agile project management methods
- Proven experience balancing multiple priorities and dealing with ambiguity
- Demonstrable knowledge of operations management, including staffing, infrastructure, technological and change management.
- First degree or equivalent, preferably in a science or technology discipline, or substantial relevant business experience.
What is in it for you?
This is a business who strive to create a Financial Service experience that’s kinder to people and planet. Unlike banks, they don’t have public or private shareholders which means they can invest 100% of their profits back into the business. As a result, the business is purpose-led, financially strong, socially responsible and always focused on their people, planet and communities.
Presently they are about to begin an exciting transformational journey with their people firmly at the forefront of their plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.
- Competitive salary - up to £65k p.a. depending on skills and experience.
- Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 2 days. Your holiday entitlement goes up with years of service.
- Pension – a generous pension where the employer contribution goes up with years of service
- Death in Service – four times salary.
- Learning and Development opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.
- Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.
- Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.
- Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.
SIMILAR JOBS
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IT Manager
Depending on experience plus good benefits packageIT Manager – Good salary + benefits
- Are you a technologist who can align IT Strategy to meet business objectives?
- Can you deliver great technology via 3rd parties and a small in-house team?
- Do you possess a “hands-on” ability to get involved with technical projects?
- Is IT governance including data governance something that you value?
- Do you want to work for a local and well-respected employer?
If the above describes you and your skillset, I have an IT Manager opportunity that will allow you to become a key member of a successful and growing company.
To be successful in the role, you must be located within 90 mins commute of Workington as this is a fully on-site role.
Unfortunately, at this point we are not looking to sponsor visas for this role.
What are we looking for?
The IT Manager’s role is to ensure the streamlined operation of the IT Department in alignment with the business objectives of the organisation. This individual will plan, coordinate, direct, and design IT-related activities of the organisation, as well as provide administrative direction and support for daily operational activities of the IT department, including the virtual integration with a hybrid support team spread across various locations globally.
The IT Manager will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organisation. This person will also define and implement IT policies, procedures, and best practices.
What will you be doing?
Working in a UK arm of a bigger European company, the Cumbria site employs circa 350 employees.
Working as the IT Manager, the role will lead in sustaining improvements, reliability, availability, and costs for the IT systems / IT Infrastructure. The role reports to the Head of Engineering, the successful candidate will lead the support, maintenance, analysis, and design for the company’s 24 x 365 IT Services. As part of this you will be expected to be a natural communicator with both technical colleagues and non-technical business colleagues, it is important to the company that the IT team is integrated well with colleagues across the business.
The company is part of a large European company, hence there may be occasional opportunities to travel and integrate with teams implementing new technologies before they come to the UK site.
On a day-to-day basis, the role will be doing the following.
- Planning the IT workstack
- Ensuring quality is delivered across the IT Team
- Monitor systems and use initiative to prevent unplanned downtime
- Provide leadership and mentoring to other members of the IT department as required
- Present a professional personal and Company image
- Drive personal development
What do you need to be successful in the role?
The successful IT Manager will need to have a minimum of 7 years hands-on experience in an IT Leadership role. They will need to demonstrate strong technical skills together with an ability to motivate and manage staff with the right level of IT governance.
- A relevant degree in Information Technology - or equivalent demonstrable experience
Practical industry experience in many of the following technologies.
- VOIP
- VMware,
- HP and Cisco networking,
- Checkpoint FW,
- Windows Server,
- Cisco Wi-Fi
- FC SAN,
- Commvault
- An appreciation of application development technologies such as SQL server, .NET, c#.
This role is within the company’s Manager grading; therefore, it is important that you can bring the ability to mentor and assist team personnel with technical expertise, knowledge transfer and workload prioritisation. Excellent interpersonal, communication and organisational skills are a must.
You should be a natural at analysis, design and problem solving. You should bring a forward-thinking attitude with an ability to understand business challenges balanced with technical delivery.
What is in it for you?
Finding a role with a company who provide a positive working environment with technical learning opportunities which is backed up with a first-class package is not your everyday find. This company has very low staff turn-over, how they work and treat their staff is the reason for that.
Whilst this role offers a good salary and benefits package,
- 33 days annual leave (inclusive of bank holidays) and the option to buy additional holidays every year.
- Contributory pension plan which matches your contribution up to 10%
- Life assurance
- Full PPE and annual uniform / PPE allowance
- Opportunities for development and promotion
- A range of benefits to support your health and wellbeing.
- On-site canteen with subsidised pricing
- On site Occupational Health
- Cycle to work scheme.
- On-call rota that if worked can lead to up to 14 days extra leave per year.
My client is an equal opportunities employer that values diversity and is strongly committed to providing equal employment opportunities for all employees and all applicants for employment.
They are devoted and committed to developing their teams and ensuring that their staff have the courage, commitment, and responsibility to perform at their best. They are a first-class employer and provide significant resources to enable you to achieve your potential.
If you’re looking for the opportunity to challenge yourself and make a positive impact, then dust down your CV and show how you can add value to their team.
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IT Engineer 2nd Line
2nd Line Support Engineer - Carlisle
My Carlisle based client has a vacancy for a 2ndLine Remote Support Engineer. They are a well-respected and established MSP with a great book of business across Cumbria and the North.
What will you be doing?
You will be responsible for delivering a professional level of remote IT Support to customers as well as assisting with routine backup monitoring. The successful applicant will be based at the Carlisle Office and will work full time Monday - Friday 08.30 - 17.00hrs.
What Skills and Experience do you need to be successful in the role?
The successful applicant would need to be able to demonstrate strong diagnostic and technical skills as well as a good level of knowledge in the following areas:
- Microsoft Windows Server including AD, DHCP, DNS & Group Policy Management.
- Microsoft Windows Desktop including Windows 10 & Windows 11.
- Active Directory & Azure Active Directory.
- Office 365 Administration including Exchange, Teams & Sharepoint.
- Networking (Switches/Firewalls/Routers/WIFI).
- Microsoft Office Applications.
- Virtualisation with Microsoft Hyper-V.
- MDM – Mobile Device Management.
- Data Backup & Recovery Methods
In support of your technical skills, you need great soft skills, organisation and the knowledge of how to get things done in a team environment.
- Strong communication skills.
- Minimum of 1 year’ experience in 2ndline helpdesk support.
- Troubleshooting complex IT issues.
- Organised and able to work in a fast-paced environment.
- High attention to detail.
- Customer focused.
What is in it for you?
In return the successful applicant can expect the full support of a highly ambitious IT company established in 2001 which includes ongoing training, competitive salary based upon experience, enrolment into the Company pension scheme which the Company contributes to, 25 days holiday per annum plus Bank holidays, a company laptop and uniform.
Salary: £30,000.00-£35,000.00 per year
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IT Field Engineer - North or West Cumbria
Depending on experience
IT Field Engineer - based in the North or West Cumbria area.
We are looking for an experienced IT Support Engineer to join my client’s team to install and support a wide range of servers and networks from small to medium-sized businesses and Schools and Academies in Cumbria. They are an established MSP with a strong book of business in the Northwest of England.
What will you be doing?
You will be working at various customer sites with main duties that include updating and improving existing systems to ensure they are used in the most efficient way. Installing and supporting a wide range of servers and networks and to keep them updated with bug fixes and security updates.
In addition to the above you will also be responsible for aiding the team of remote support officers (RSO’s) in fault rectification via remote services as and when required.
What experience and skills are required?
Being on client sites you need to be a strong communicator with excellent organisational skills. On top of these skills, you will need a solid technical background.
- 2-5 years’ experience of working within an IT role.
- Sound knowledge of Microsoft Operating System deployment and support (Windows 10+, Windows Server 2016+)
- Virtualisation with Hyper-V
- Active Directory (including Azure AD)
- Microsoft 365 administration and configuration
- Microsoft Exchange, Microsoft Cloud Services
- Sound knowledge of Windows, iOS and Android deployment and management
- Demonstrable troubleshooting skills
- Network design & management including routing, switching, VLANS, VPNs, DNS, DHCP, Wireless LAN/WAN.
It will help if you have any experience in the following areas, but don’t worry if you haven’t, these are things that would be nice to have rather than essential.
- Experience in backup solutions, bare metal restores and disaster recovery.
- Understanding of NCSC Cyber Essentials scheme.
- Knowledge of Cloud services
- Basic mechanical and electrical skills (i.e. fitting rack mount kit in a cabinet and safe cable runs)
As this is a client facing role where you may be working on your own or as part of a team, your soft skills are equally important.
- Excellent communication, customer service and interpersonal skills as you will be dealing with customers in all positions from board level downwards.
- Analytical thinking and be able to demonstrate a problem-solving mindset.
- Organised, focused and accurate.
- Ability to work within a team as well as independently.
- The candidate must be well-presented and have good written and verbal English skills.
What is in it for you?
You will be working for an established and successful MSP where you can build your career and technical knowledge.
- Salary of up to £35000 depending on experience
- Company pension
- Uniform Provided
- Company Van
- 5 Weeks holiday per annum plus Bank Holidays
- Company Laptop & Mobile Phone
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