IT Operations Manager

Southampton, Hampshire
Syntech Recruitment Ltd

Job Title: IT Operations Manager
Reports to: Head of IT
Location: Southampton, Hybrid 3 days in the office
Salary: 60,000 – 65,000 DOE

Purpose:

The IT Operations Manager is a pivotal role within my clients organization, ensuring that their users receive exemplary IT services and application availability. This position encompasses the management and performance oversight of outsourced IT infrastructure and service desk functions. The IT Operations Manager ensures that their firm’s IT services not only meet business needs but are also secure and reliable. The role involves providing support for key technologies and applications while maintaining high levels of customer service. Additionally, the IT Operations Manager will manage escalations with Managed Service Providers and collaborate closely with both vendors and internal stakeholders to deliver key IT projects. The incumbent is responsible for the smooth operation of all production services and spearheading service improvements.

Key Responsibilities:
Vendor Management:

• Oversee and manage relationships with outsourced IT service providers, ensuring adherence to service levels.
• Monitor vendor performance, addressing and escalating issues to the Head of IT as necessary, ensuring compliance with contractual obligations.

IT Infrastructure Management:

• Ensure outsourced IT infrastructure aligns with the firm’s performance and security standards.
• Integrate and manage cloud services, particularly Microsoft Azure, within the existing IT infrastructure.
• Oversee the maintenance and administration of network, servers, and systems for optimal performance and security.
• Implement and manage IT projects, including upgrades, migrations, and new installations in collaboration with vendors.
• Monitor system performance and reliability, promptly identifying and resolving issues.

Service Desk Oversight:

• Oversee IT helpdesk and support services, ensuring timely issue resolution.
• Supervise on-site outsourced IT engineers, providing support to ensure efficient resolution of user problems.
• Align the service desk with internal IT policies and procedures, managing incident escalations effectively.
• Enhance service quality through monitoring service desk metrics and user feedback.

Service Delivery Management:

• Ensure IT services meet the firm’s needs and quality standards.
• Manage and optimize Microsoft Azure and Exchange Online services.
• Ensure SLAs are met, monitoring performance metrics to maintain high-quality service delivery.
• Support change management, IT solutions delivery, and process implementation.

Operations:

• Develop and implement IT policies, procedures, and best practices for efficient and secure operations.
• Optimize IT operational processes, including incident, security incident, change management, and problem resolution.
• Coordinate with vendors to ensure high-quality IT service delivery.
• Administer critical applications not managed by outsourced providers.
• Oversee the process for starters, movers, leavers to ensure timely provisioning of accounts and equipment.
• Manage IT asset inventory.

Security and Compliance:

• Ensure IT operations adhere to regulatory and compliance requirements, including data protection and cybersecurity standards.
• Collaborate with vendors to implement and manage security measures protecting the firm’s data and IT infrastructure.
• Conduct regular security assessments and audits to identify and mitigate risks.
• Plan and implement disaster recovery and backup procedures.

Project Management:

• Lead IT projects, particularly those involving Microsoft Azure and Exchange Online.
• Collaborate with vendors and internal teams to ensure projects meet firm requirements and are delivered on time and within budget.
• Track project progress, manage risks, and ensure timely delivery of milestones.
• Ensure effective service transition for project releases and engage with key stakeholders on system requirements.

Person Specification:

• Degree-level qualification or equivalent, preferably in technology or business-related fields.
• 4-6 years of experience in IT operations, with at least 1 year in a managerial or supervisory capacity.
• Proficient understanding of cybersecurity principles, with experience in information security-accredited environments.
• Experience in ITIL environments, particularly with change and operations management; ITIL qualifications preferred.

Application Process: We aim to respond to all applicants within 5 working days. If you don’t receive a response within this period, please consider your application unsuccessful.
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Syntech Recruitment Limited: We act as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.