Head of IT Operations

☞ Millbank

View: 104

Update day: 11-06-2024

Location: Gaydon West Midlands

Category: IT - Software

Industry: Information Technology Services

Position: Mid-Senior level

Job type: Full-time

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Job content

Head of IT Operations

Job Purpose

A pivotal role in the IT Organisation, responsible for the effective delivery of live services that meet the expectations and service level agreements agreed with customers.

As a leader of the customer facing operation, you will have a strong commitment to delivering exceptional customer service and be able to embed that within your team.

You will be responsible for leading the service desk and the teams that maintain the IT infrastructure (e.g. backup and recovery). The role involves monitoring and analysing service provision, planning the processes for incident or problem management that can return services to normal without delay, and managing IT change. You will also be skilled in applying best practice processes such as ITIL to ensure all aspects of the IT infrastructure (hardware, software, data stored on various media, and networks) and support service run smoothly and meet the needs of its business community.

Key Responsibilities & Tasks
  • Implementation and management of IT services using the principles and methods associated with industry best practices (e.g. ITIL).
  • Manage the provision of the service desk and problem resolution.
  • Monitoring and analysis of performance, problem trends and client feedback reports.
  • Build a network of experts.
  • Develop Service Level Agreement (SLA) templates and negotiate complex SLAs.
  • Tracking of problems, acting as a point of escalation for user of IT infrastructure services.
  • Promote a culture that emphasizes service excellence and recommend continual improvement in service management strategy.
  • Lead the service desk and teams that maintain the IT infrastructure (e.g. backup and recovery.
  • Monitor and analyse service provision, planning the processes for incident and problem management that can return services to normal without delay, and managing IT change.
  • Incident and Problem Management.
Qualifications & Experience:
  • ITIL Foundation
  • ITIL Service Operations
  • ITIL Practitioner
  • Microsoft Certifications Experience managing Enterprise IT operations, including implementations of ITIL best practices
  • Experience in major incident management and change management
  • Experience managing service desk teams
  • Experience in the delivery of IT service and projects for all end-users
  • Experience with analysis, planning, and implementation of ITSM initiatives
Remuneration:
  • Discount on our lease schemes with variety manufactures
  • One management lease vehicle and one premium lease vehicle (or two lease vehicles).
  • Access to Mercedes lease scheme.
  • Car in retirement - One management lease vehicle (PSA product range only).
  • 15% annual target bonus, with the opportunity to earn up to a maximum bonus of 30%.
  • Company pension scheme - Initial 3% company contributions rising (after two years’ service) to double-matched company contributions of up to 12%.
  • 26 days annual leave + statutory bank holidays.
  • Private Health Insurance – Up to family Cover.
  • Health Shield Cash Plan
  • Travel Insurance - Up to Family Cover.
  • A wide range of discounts with associated partners.

Millbank are an equal opportunities employer and welcome applications from all suitably qualified persons. Millbank operates as an Employment Agency and Business
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Deadline: 26-07-2024

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