IT Service Operations Manager

This job has now expired please search on the home page to find live IT Jobs.

Are you an inspiring, ambitious, and driven individual with a proven record of ITIL service management across the service life cycle and the ability to develop high-performing teams?  If so, Nesta has an exciting opportunity for an IT Service Operations Manager to join us and take the lead on managing our service desk and service delivery team as well as running the operational function of the technology team.

About Nesta

Nesta is an innovation foundation.  For us, innovation means turning bold ideas into reality. It also means changing lives for the better.  We use our expertise, skills and funding in areas where there are big challenges facing society, from the frontiers of personalised healthcare to stretched public services and a fast-changing jobs market. Nesta is based in the UK and supported by a financial endowment.  We work with partners around the globe to bring bold ideas to life to change the world for good.

About this key role

To succeed, you will focus on monitoring, controlling and supporting IT service delivery - ensuring systems, methodologies and procedures are in place and followed.  You will also oversee the management and development of the Service Delivery Team, including ensuring appropriate cover during normal business hours, plus:

Take full responsibility for building and maintaining strong relationships with the user base

Lead monthly service reviews and monthly services reporting to key stakeholders

Escalate major incidents/outages with different vendors to ensure a timely resolution

Act as process owner for products/services/users being supported by the Service Delivery team

Ensure all technical change is communicated and managed, with appropriate governance

Help to support the resolution of complex issues and implement new systems and services

What we are looking for

You will have strong experience of running an IT Service Desk and Desktop Support function effectively and implementing service delivery best practices.  An outstanding communicator, you will also be able to communicate clearly and concisely between the technical and the non-technical and to ensure all levels are engaged in IT Services, their use and improvement.

Sound stakeholder management experience and a background in managing escalations and problem management effectively is essential, as is a passion for service improvement and change management.

Closing date: 4^th December 2020 at 8am.

At Nesta, we believe that a diverse workforce leads to an organisation that is more innovative, more creative and gets better results.

We want our workforce to represent the diversity of the people and communities we serve. We also want our workplace to be one where different experiences, expertise and perspectives are valued, and where everyone is encouraged to grow and develop.

This means that when we are recruiting, we actively seek to reach a diverse pool of candidates. It also means that we are happy to consider any reasonable adjustments that potential employees may need to in order to be successful.

We recognise the importance of a good balance between work and home life, so we do everything we can to accommodate flexible working, including working from home, compressed or part-time hours, job shares and other arrangements.

Please just let us know in your application or at any stage throughout the process (and beyond) if these are options you'd like to explore.