Job Description

The opportunity

The IT Service Operations Manager is part of a collaborative team, supporting the delivery and management of our IT services. This role focuses on daily oversight of operational processes including Incident, Problem, Change, Transition, Release, and Environment Management. You'll work closely with your team to maintain service stability, drive continuous improvement, and ensure operational readiness. Participation in the out-of-hours rota for major incident and release support is also required.

The benefits:

Salary - up to 60,000 Bonus scheme - on target bonus - 10% Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5% Critical illness cover Income protection - 1x salary Death in service - 4x salary 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days A range of other flexible benefits to include private medical insurance, dental insurance and much more.

Key Accountabilities:

Contribute to the improvement of incident, change, problem, and release management processes. Rotate with the team to lead key meetings such as Change Advisory Board, problem and release management meetings Manage major incidents to minimise downtime and implement proactive measures to prevent recurrence. Support problem management by analysing data, working with support teams to identify issues, and collaborating with technical teams to resolve them. Assist in transitioning new or updated services into BAU, ensuring operational readiness. Drive service improvement initiatives and promote a culture of continuous improvement. Help collate key information, including data types held in environments and current versions of key applications. Support the introduction of new software and help maintain the standard software list.

What will you need to succeed?

Qualifications / Experience:

Must have at least 3 years relevant experiences, such as an Incident, problem, change or release Manager Experience in environment management and configuration an advantage. Experience managing escalations and complaints. Strong technical knowledge, good understanding of IT infrastructure as well as application support. Proven experience implementing service improvements.

Knowledge:

Strong understanding of IT service management principles ideally ITIL V4. Knowledge of problem management techniques preferable Understands IT/Technology delivery for all services (infrastructure, application, cloud-based evergreen services). Commercial awareness, including supplier engagement and service procurement

Skills and Competencies:

Highly motivated and a passion to deliver an outstanding service. First class communications skills and ability to liaise with stakeholders across all levels of business Good analytical and problem-solving skills Confidently lead and facilitate meetings Outstanding organisational and time management skills Ability to balance workload in a calm and efficient manner Confidence to challenge, review and help to Improve processes and procedures

Why us?

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.



We're also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague's individual differences and identities - just like our financial advice, for us, it's personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.