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Technical Operations Manager We have an exceptional opportunity for a driven, techsavvy Technical Operations Manager to join an award-winning business that provides fully managed IT, support, and cloud solutions across the North East of England. Their comprehensive IT solutions have been meticulously crafted through collaboration with diverse industries, ensuring the delivery of fast, effective, and reliable services whenever required. We are eager to speak with applicants with proven technical skills, looking for an opportunity to bring fresh new ideas and has a desire to progress in their career, taking on more responsibilities and becoming a future industry leader. Main Responsibilities for the successful Technical Operations Manager: As Technical Operations Manager, you'll be an intrinsic member of the Senior Leadership Team and be ultimately responsible for the performance & strategic direction of the Service Department. Work closely with the Managing Director and other stakeholders to create an industry leading strategy and implementation of customer experience for our clients. Develop, implement and analyse reports for clients including performance issues. Conduct regular service reviews on a monthly/quarterly basis and develop customer strategy. Monitor Service Desk tickets and ensure all client's SLA's are achieved and kept up-to-date. Manage relationships with external service providers and internal developers to ensure smooth operations. Provide hardware and software support including technical consultation and advice. Implement and maintain work instructions and checklists for use by Service Team. Involvement with special projects as assigned by senior management. Conduct new product and vendor research including training/procurement. Lead a Service delivery team and own relevant milestones and activities to deliver against the customer, business and people KPI's with an eye for growth of market share. Identifying succession within the existing team; ensuring that development and mentoring are implemented. Ensure helpdesk and or administration technicians are aware of appointments and advise clients of time changes/delays. Monitor/assess/review performance of Helpdesk Support Staff and provide any necessary training. Pursue personal development of skills and knowledge necessary for the effective performance of the role. Follow & Adhere to the requirements of all Health & Safety and ISO standards in line with our Integrated Management System, working policies, operating procedures to ensure compliance is maintained. Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to health & safety procedures. Main Requirements for the successful Technical Operations Manager: Proven experience working in a similar IT service delivery/technical operations role for a Managed Service Provider. Excellent people and process management skills. Superb communication and interpersonal skills, with a helpful, friendly, and confident telephone manner. Excellent IT skills, highly organised, with the ability to manage and prioritise workload effectively. Although not essential, experience or knowledge of implementing ISO20000 or ITIL would be highly advantageous. Full UK driving licence What we offer to the successful Technical Operations Manager: Negotiable Basic Salary £45,000-£55,000 per annum. Monday to Friday- (office based). Unrivalled career development prospects and opportunity to progress. Technology purchase scheme Health and wellbeing benefits scheme Dedicated monthly training day (In house, formal courses, or self-study) Quarterly Bonus Scheme Access to a company pool vehicle If you are an IT service or operations manager with a desire to progress and be part of fantastic team, then this role is for you! Please do not hesitate to contact us for more details. Paradigm Employment Services Ltd is acting as an Employment Agency in relation to this vacancy.
THE OPPORTUNITY A leading transport organisation is looking to enhance their Technology function by adding a new position: IT Operations Analyst. This role will work closely with the ITSM Process Manager and will interact significantly with IT support service delivery. The role is based at their Newcastle headquarters, with a standard work schedule of Monday to Friday, including four days in the office and one day working from home. Salary: £35,000 - £38,000 Location: Newcastle, City Centre Hybrid: 4 days in office,1 from home. Working Hours: Standard Office Hours, Monday - Friday The position is ideal for individuals with a background in Service Desk Lead, Change Management, or Problem Management, who are eager to focus on process improvement and possess strong stakeholder management skills. THE ROLE As an IT Operations Analyst, you will play a pivotal role in managing and improving IT processes within the organisation. Key responsibilities include: IT Process Management: Participate in change management, problem management, CSI activities, service transitions, and process improvements. ITIL and ITSM Expertise: Apply a solid understanding of ITIL and ITSM processes to enhance service delivery. ServiceNow Administration: Administer ITSM tools, knowledge of or be open to learning and enhancing your knowledge in this area. Data Quality Improvement: Lead initiatives to improve data quality and support IT Operations management. Performance Reporting: Deliver standard and ad-hoc performance reports on Service Desk performance, incident handling, major incident statistics, problem management metrics, and customer satisfaction. Operational Analysis: Analyse trends in operational issues, identify areas for improvement, and explore business opportunities. YOUR SKILLS / EXPERIENCE Key Requirements: ITIL v4 or Equivalent: Experience in an ITIL-aligned environment, with a goal to obtain ITIL v4 qualification. Data Analytics and Reporting: Proficiency in creating and presenting data analytics and reporting. Cloud IT Operations: Understanding of cloud-based IT operations. Service Assurance/Management: Strong background in IT service assurance and management, with experience in change or problem management. ITIL Process Implementation: Proven track record in following ITIL processes as part of BAU activities. Continuous Service Improvement Initiatives: Experience in delivering CSI initiatives. Analytical Skills: Strong analytical mindset. Soft Skills: Effective Communication: Ability to clearly convey complex technical information to both technical and non-technical stakeholders, both verbally and in writing. Problem-Solving: Strong analytical skills to identify issues, assess root causes, and develop effective solutions. Attention to Detail: Meticulous approach to data analysis, reporting, and process management to ensure accuracy and reliability. Adaptability: Flexibility to adjust to changing priorities and rapidly evolving environments. Team Collaboration: Excellent teamwork skills to work effectively with colleagues in IT and other departments. This is an exciting opportunity to contribute to the growth and enhancement of the Technology function at a leading organisation. Your expertise and dedication will help drive their service delivery to new heights. Apply now to become a key player in this dynamic team!
The Opportunity We are excited to be supporting this award winning tech business as they look to expand their Senior Leadership Team with the appointment of a Head of IT Service and Operations. Leading the IT Operations and Security team, this key appointment will help deliver the business strategy throughout the company, modelling the Company values. In this pro-active position, the holder will need to achieve against a backdrop of a fast-changing work environment and commercial pressure, with a high degree of collaboration and leadership across multiple domains and disciplines. The Head of IT Service & Operations will provide strong leadership; supporting and challenging the team to be their best selves, whilst developing talent through career progression. The Role The Head of IT Service & Operations will be responsible for leading both internal IT operations as well as overall responsibility for the successful execution of client-facing services, managing the customer facing side of their production services. You will ensure services are available, managing deployments, enhancements, and upgrades, working with clients informing them of service interruptions. . Specifically your main responsibilities will be: Leadership of the team, including performance reviews & providing coaching and support to drive the capability of the team, ensuring they have a customer focus. Primary escalation path for all P1 and P2 incidents, whilst also managing IT service escalations from the business or the clients Develop and deliver IT Service & Operations strategy in-line with business objectives. Develop and deliver to Service and Operations sub part of the budget (including regular tracking and re-forecasting process). Ensure the IT services are continually capable of supporting existing requirements and future growth. Investigate, propose, and deliver new and innovative technological solutions which aim to increase brand value and provide the business with a competitive advantage. Ensure the IT services are continually secure, and data always remains protected appropriately. Via the IT Security Manager, champion information security initiatives across the company to ensure that all services are continually secure, protecting sensitive information always. Discuss service levels with clients and ensure our Service Level Agreements meet both our contracted and commercial obligations, this will include generating reports internally and externally to demonstrate our position with our SLAs. Deliver cost effective solutions to business requirements including continual review of contracts & services, and effective change management. Ensure all services are appropriately licensed, including forecasting future growth needs. Own the internal IT business operations, ensuring they are functional, covering internal systems Own the relationship with all IT solution and service providers, improving the efficiency and cost-effectiveness of these supplied services, ensuring all IT services have necessary contracts and maintenance support, including regular review. Oversee the release of all production deployments, including approval of release at CAB, and associated documentation. Ensure all operational based helpdesk tickets are triaged and responded to within SLA's. Working with various teams including Engineering and QA to ensure optimal response times. Ensure that infrastructure (with a bias towards cloud in future) is always suitable for the business and managing enhancements and new deployment of services. Lead IT service improvement initiatives from identification, through design and implementation into live operation, following Service Transition best practices. Reduce service interruptions through effective incident and problem management Lead projects to implement service improvements or new service developments across all IT services, including support for business led IT projects for Third Party system implementation, such as HR or Finance. Embrace the use of Agile working/Kanban boards and Jira/Confluence, as per the wider operating model of T&E. Evolve/improve and manage the Starters/Movers/Leavers process (from an IT perspective) so starters and leavers are correctly dealt with from hardware, software, user accounts, AD/security, preferably automatically. Lead on any IT audit requirements, ensuring we are meeting our regulatory requirements. Identification, resolution, and mitigation of risks from an IT perspective Track service performance (incorporating appropriate metrics, KPIs and reporting of those both inward and externally to stakeholders) With the IT Security Manager, support in the ongoing maintenance of its ISO27001 Information Security Management System (ISMS), Adhere to all relevant ISO27001 Information Security Management System (ISMS) policies, procedures, and requirements always. The Person As a highly motivated self-starter, you will be good people leader, possess excellent stakeholder management skills and know what good IT Service look like. You will be approachable, have strong customer service skills, be resilient, and able to operate in a fast paced environment. The role requires a high level of organisation from an individual that is consistent and leads by example demonstrating creativity, perseverance, and vision.