Job Reference: /JP/16-08/1268/6
Job Title: IT Operations Support Manager
Location: Ipswich
Hours per week: Monday to Friday, 37.5 hours per week
Business Overview
Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.
Job Overview
The IT Operations Support Manager will ensure the delivery of high-quality technical support services to the business. They will manage a team of IT support professionals and collaborate with various internal departments and external suppliers to align IT operations with business objectives.
They will work closely with both the Group Technology Director and Head of Service Delivery to ensure both strategic and tactical objectives are met regarding Support services, and SLA/KPI's are achieved.
Key Responsibilities:
The IT Operations Support Manager has the following Key Result Areas (KRA's)
- Lead the IT support team, providing direction and support in resolving complex technical issues
- Monitor IT support performance metrics and implement improvements to enhance service quality
- Manage relationships with external vendors and service providers, ensuring SLA's are met, and the timely resolution of issues
- Ensure accurate and detailed documentation to support Knowledge transfer
- Identify opportunities to upskill first line support teams to resolve incidents and requests ‘first time', subsequently increasing SLA attainment and KPI metrics
- Provide regular reports to the Group Technology Director and Head of Service Delivery on IT support operations
- Manage applicable IT support budgets, ensuring cost-effective resource allocation and expenditure
- Facilitate IT training and development programs for support staff and where appropriate end-users
- Ensure the team is right sized, and operating at an optimal level, driven by call/ticket volumes
- Build relationships with key contacts in Technology to ensure performance against SLA's and KPI's
- Build relationships across the business to not only review service, but to also ensure future plans are known such that they can be supported appropriately
About You:
- Applicants must have the right to work in the UK
The IT Operations Support Manager will have the following key skills
- Proven track record in an ITIL ITSM framework
- Experience of managing resources and workload in both an in-house and off-shore structure
- Experience of managing teams supporting Applications, focusing on, but not limited to, central functions, such as HR, Payroll and Time & Attendance
- Exceptional communications skills, to recognise cultural differences in our operational regions
- Ability to work under pressure, and manage multiple workload and priorities in a fast-paced environment
- Capability to analyse data, and identify trends, leading to the identification of improvement opportunities
- Effective management of both Suppliers and internal resource
The IT Operations Support Manager will have the following qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field
- Relevant professional certifications in IT service management (eg; ITIL)
- Experience in a similar role, with a track record of successful IT service delivery
Benefits
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to "CHROMA", our internal colleague-led diversity and inclusion community – join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to "Opportunity" our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards
How to apply
If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!
Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)
https://b/form/f3343c912a8643b69cfdc89dc2bbba8f