Head of IT Operations

Job content

Are you IT operations leader with a strong technical and hand’s on approach?

Do you have a strong focus on service delivery?

Do you want to be part of companywide IT modernisation programme, where "everything is on the plate" from an efficiency and optimisation perspective

We are looking for a talented leader to head up our IT operations functions, reporting and deputising for the Systems Director you will assist in developing and unifying cultural philosophies, practices & tools within the department whilst optimising delivery.

You will motivate and drive performance within our IT service department and infrastructure teams c. 15 staff and be responsible for developing and delivering on SLA’s and ensuring quality of service and performance the team.

Utilising both solutions architects and product owners, you will work across the business to ensure systems operate in a manner suited to organisational requirements. Working alongside the Head of Software Development and Head of IT Change, this role is part of the leadership team within the Systems department and is key to providing day-to-day operational continuity for the organisation.

Benefits/Package:
Salary: Up to £75,000 dependent on experience

Annual Bonus

PMI

Company Contribution Pension

Generous Staff Discount

Holiday Entitlement (Increases with service)

Access to RetailTRUST (Wellbeing Support)

Access to RetailCURE (Financial Support)

Access to the Pavers Foundation: an employee-led grant application and charitable giving scheme

Responsibilities of our Head of IT Operations

Lead a professional IT Operational Team who act as a companywide resource to deliver operational support and service delivery across the organisation.

Design, develop, implement and coordinate systems, policies and procedures.

Identify problematic areas and implement strategic solutions in a timely fashion.

To communicate errors in systems and correct as necessary by own initiative or collaboration with wider teams.

Audit systems and assess their outcomes.

Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.

Experience of Solutions management through Architect and Product Owner model.

Distribute work, assist with problems and monitor output.

Support talent development across IT.

Troubleshoot hardware and software issues related to internal IT.

Embed a customer-orientated approach to IT service management and delivery.

Triage weekly operational issues.

Work with other organisational leaders to identify process/system improvements to reduce support demand.

Occasionally deputise for the Systems Director and act as a point of contact for internal and external stakeholders.

Collaborate with vendors and stakeholders to ensure the procurement and delivery of high-quality IT solutions and services.

Allocate departmental resources to specific projects and tasks.

Act as technical project lead on organisation wide IT based projects.

Identifying technical skillset gaps and organising relevant training for staff.

About You

Experience of managing both service desk and infrastructure (4 years minimum), preferably in a multi stakeholder environment

Strong technical skills, with the ability to be hands on in certain scenarios

Microsoft technology stack for Active Directory, Servers and SQL Databases

VMware technology

Backup and Recovery Systems

Security (Endpoint protection, Firewall, Proxy, etc…)

Both Cloud and On-Prem Infrastructure implementation

WAN, VPN, LAN and enterprise WLAN architecture

Experience of IT Management within a Retail environment, desirable but not essential

About Us

We are passionate about providing comfort and happiness to our customers, and we make sure to employ people who are as passionate as we are. We always look for happy, confident, upbeat people, and we provide great jobs in a supportive family environment for them. We know that without our colleagues there is no business, and so the better we look after you, the better service you will provide our customers. We always try and do the right thing by our people.

We strive for diversity of thinking across the business and believe strongly in supporting our local communities. In 2018 we donated over £2.2m to establish the Pavers Foundation, with the specific purpose of providing grants for causes important to all our colleagues in the areas of health, education, and community. In terms of the environment, we are constantly seeking to reduce our impact. Since 2021 we have been fully carbon neutral, and we also have one of the largest solar arrays in the North-East of England on our warehouse generating clean energy. Because every year we give a percentage of our annual profits to our Foundation, our overarching aim is to be financially successful, but to achieve this in an environmentally and socially responsible manner