Senior IT Service / Operations Manager

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My client is an IT service provider who requires a Senior IT Service Manager to join a team which provides Infrastructure Services to their end customer.

START: ASAP

DURATION: 6 MONTHS

RATE: £650 (INSIDE IR35)

LOCATION: EDINBURGH - Hybrid working is an available option and will be discussed.

We're looking for a IT Service Manager with management experience and specific knowledge around O365 & Cloud services. As an IT Senior Service Manager, you'll work with and represent a department responsible for identifying, developing and implementing multiple IT and change systems and services to meet rapidly evolving customer needs, as well as carrying out the operational tasks on the infrastructure to ensure systems and applications are, and remain available and performant.

Dimension

* Reports to their aligned Delivery Manager

* No budgetary responsibility, but will be conversant with the operational financial framework and will operate within it

* Works with a clear framework of accountability

* Has substantial personal responsibility and autonomy

* Plan own work to meet given objectives and processes

* Builds relationships with key stakeholders internally and externally to ensure the best value IT service is delivered

* Responsible for the quality of services delivered by the technical platform they are aligned to

* Expected to demonstrate, and maintain, a clear knowledge and understanding of the services delivered by their technical platform

* Familiar with the structure of ITSO and the key responsibilities of each discrete area

* Challenge and question operating practices and improve processes/standards via Continuous Service Improvement (CSI) and wider forums

* Expected to provide technical leadership when business services are impacted by their owning technology and where necessary coordinate cross team events when managing an incident

* Expected to be knowledgeable in the application and use of IT Infrastructure Library (ITIL)

* Represent technical platform on internal forums e.g. governance boards, Change Advisory Boards (CABs), Stakeholder engagement meetings, etc.

* Works as part of a Service Management team, collaborating with, and providing cover for Service Management colleagues in that team.

Key Outputs

* Establish and maintain relationships with key stakeholders

* Communicate effectively, both verbally and in writing with all stakeholders

* Manage, or provide support for a technical room in response to a high, significant or critical incident affecting business services - issue identified, problems defined, options identified, solutions agreed then implemented and washups completed

* Manage, and assess, change requests for their owning technical platforms, challenge where required and ensure process adherence

* Sign off is provided to projects ensuring that operational requirements for Operational Readiness are understood and met across their owning technical platforms

* Management information is understood, with output providing input to discussions to drive forward processes and influence roles & responsibilities

* Attends service and governance boards and other forums to analyse the service provided and agree actions required

* Attends Weekly Service Management Forum to improve cross line understanding of key issues, priorities and work packages with other Technical Service Managers

* Attends Test Environment Forum to discuss planned changes and outages in Dev with Test Environments

* Understands the current operational risks affecting their technology and ensures effect management of the associated action plans to mitigate or close the risk

* Manages vendor engagement meetings and /or escalations along with aligned Delivery Manager

Technical Team Context

This is within the ITSO Collaboration Services space. The Dept is responsible for Desktop Hardware ( IGEL, 10ZIG, InTune , Laptops ) , Mobile Devices ( Mobile Phones , Tablets ) , Exchange, Printing , O365, Cloud services. The team has a broad skill set and responsibility for the end user experience.

ESSENTIAL REQUIREMENTS

* Previous Operational Technical Service Manager experience in a Digital Environment

* Minimum of 5 years Operational experience overseeing Digital Services

* Experience in a number of Operational roles across a number of different areas within IT Service Operations

LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.