It Service And Operations Manager

Cambridge, United Kingdom

Job Description


Service and Operations Manager | 3 days a week on site | Cambridge

The successful candidate will lead a service focussed approach to service delivery, monitoring, and support, based upon the ITIL process framework.

Core responsibilities

  • This role is 50% managerial in terms of service delivery and the remaining 50% technical support and consulting. Thus, a background in both is required.
  • Leading and managing the company service, support and infrastructure team providing services to both internal and external clients.
  • Offers exemplary customer service, including maintaining customer relationships and ensuring service availability and taking care of any customer concerns or complaints quickly and professionally
  • Responsible for regular audits and compliance governance. Mitigate any risks.
  • Responsible for infrastructure security monitoring, reporting, and removing any vulnerabilities.
  • Continuity of IT services, covering all SaaS and laaS solutions for both internal and external customers.
  • Management of external 3rd party vendors and IT service providers to ensure they deliver value and service availability measured against robust KPIs.
  • Commercial contract negotiation and management ensuring all OLA\'s and SLA\'s are adhered to and improved
  • Manages incidents and problems in line with the ITIL 4 practices ensuring continuous improvement techniques are applied
Skills & Requirements
  • Essential
  • Technically proficient to be hands on in resolving issues (LAN, WAN\'s, Desktop, and server environments)
  • Service accreditation either from Isaca and or ITIL
  • Continual service improvement. Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions
  • Supplier Management experience
  • Strong presentation, interpersonal and communication skills
  • Clear verbal and written communication skills
  • Strong planning and organisational skills
  • Technical skills in cloud-based software design and development incorporating AWS, Azure & Google Workspace plus other class-leading cloud applications
  • Desirable
  • AWS hosting experience
  • A minimum of 5 years\' experience in IT Service Delivery or Service Management

Computappoint

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Job Detail

  • Job Id
    JD2973590
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Cambridge, United Kingdom
  • Education
    Not mentioned