IT Operations Manager

Job content

Digital Space is a leading UK converged managed service provider delivering excellence in Connectivity, Unified Communications and Collaboration, Cloud and Hosting, Security and IT Managed Service Solutions to its customers, through Service Operations based in Newark and Telford.

Our culture is customer-centric, serving loyal and trusted customers across our specialist verticals including Hospitality and Leisure, Retail, Government and Not-for-Profit, Manufacturing & Construction, Commercial and Financial and Professional Services. An example of our valued customers include Greene King, Burger King UK, St John Ambulance, Roxel and the Motor Fuel Group to name but a few.

Over 80% of our colleagues are in customer facing roles, and as valued members of the Digital Space team benefit from training and professional development, flexible working options, Medicash, quarterly company incentives and a variety of health and wellbeing services. As a company we are always seeking talented people, so if you’re looking for a new challenge as part of a fast-paced industry in a business with exciting growth plans, then we’d like to hear from you!

Location: Telford

Role purpose

This role will involve undertaking the management of IT Operations for a key strategic account within Digital Space.

The main purpose of the role is to provide hands on managerial and technical assistance within the customers environment to support the existing infrastructure and services, while also shaping and supporting the delivery of their IT Strategy.

Proactively driving the IT product and service evolution in new and emerging technologies while ensuring the existing IT operation is managed to the highest standards, delivering excellent service for our clients end customers.

Key result areas/objectives

• Proactively manage the customer service desk, driving a customer focused, process driven approach
• Provide hands on technical assistance in the progression of service requests, incidents, changes and project-based activities – where required
• Maintain and improve the infrastructure in line with the corporate strategy
• Accountability for data governance compliance across the IT estate
  

Key relationships

• IT Operations team within the client’s business
• Key suppliers who support the delivery of the clients IT services
• Various other key IT Service stakeholders within the customers business
• Service and account management within Digital Space
• Digital Space product and operational support/development functions
  

Responsibilities

• Knowledge, Skills and Expertise
  

Up-to-date knowledge of IT infrastructure including a good working knowledge of the following technologies:

• Virtualisation
• Storage
• Backup and recovery
• Firewalls
• Networks
  

In addition, you will be experienced in a range of business/management skills including project management/planning; time management; staff management, development, and performance evaluation; financial management; customer service; communication and report writing.

• People
  

Line management of an IT operations team; building effective working relationships with department/work area managers; sharing information and expertise with system users; providing support and guidance to colleagues, stakeholders, and volunteer staff that collaborate/support specific projects; and build formal and effective relationships with suppliers and maintenance contractors.

• Shaping Direction
  

Help shape and deliver the IT strategy and annual work plan, in line with corporate objectives and priorities; and maintain the reliability of infrastructure, systems and applications.

To deliver IT capabilities matched to the organisations needs and priorities, you will need a good understanding of corporate objectives and investment projects, the functionality of all departments/work areas and their systems requirements and aspirations.

• Developing Solutions
  

You must be able to use your own initiative when:

• Prioritising projects and workflow
• Analysing and recommending technology solutions to department/work area managers
• Prioritising maintenance/technical support for complex/3rd tier technical problems and issues
  

In addition, this role requires the holder to demonstrate creativity and impact when recommending/leading technology solutions.

• Decision Making
  

You will be responsible for making decisions and recommendations regarding:

• The development of the organisation’s systems and capabilities, including investment in new technologies
• The prioritisation of projects and development requests, including the allocation of resources and workflow through the department
• Communicating
  

You will have strong interpersonal skills, communicating effectively with colleagues at all levels of the business when handling a broad range of technical/ non-technical user issues/problems and development requirements.

You will be required to present and explain new ways of working made possible by advances in technology; interpret user requirements/problems; produce project specifications and user manuals with a degree of technical information but at a level appropriate to the audience/user; and build effective relationships with third party suppliers, maintenance contractors and external partners/stakeholders.

• Out-of-hours support
  

From time to time you will be required to provide support outside of normal working hours as part of an on-call rota system in place within the IT team.

Experience Required

• Previous experience of managing or leading an IT operation in delivering service excellence
• Experience transitioning IT services from traditional on premise to a cloud solution
• Good understanding of Windows and Linux operating systems
• Previous experience in a Managed Service or Service Provider environment is desirable though not essential
• Experience working within ISO and other industry standard compliance guidelines