Overview
Head of IT Service Operations Jobs in Greater Leeds Area at psd group
Title: Head of IT Service Operations
Company: psd group
Location: Greater Leeds Area
Head of IT Service Operations – Leeds / Manchester
Purpose of Job
The Head of IT Service Operations has the responsibility of delivering Information Technology across the business. The role will need to deliver services in a highly professional structured way. They will be responsible for the performance of all managed services. Services will be managed to agreed SLAs.
The role will also be responsible for all third-party relationships with technology providers. They will need to ensure that the solutions, contract and working agreements fit with the client’s expectations.
The role will ensure that all technology is fit for purpose and secure.
Principal Accountabilities
Delivering IT Services for the business. Ensuring services are delivered:
To agreed SLAs ensuring that monitoring is in place
With clear concise management reporting
With high quality incident management processes to follow well constructed RTO and RPO objectives.
Manage the client’s technology ensuring that:
All technology is fully supported
Investment cases are planned and a clearly planned evergreening process is in place.
New opportunities to leverage new technology are taken appropriately
The technology meets Cyber security standards including Cyber Essentials and Cyber Essentials Plus
All devices (not just legacy IS managed) on the client’s network are documented and closely managed
Manage the client’s support functions
Ensure that the service desk delivers to high standards
Employ “shift left” showing demonstrable progress on “first time fix” of issues
Ensure “self service” wherever possible supporting the organisation to best solve technology problems without consulting IT
Change and problem management
Deliver a high scrutiny change function ensuring that all change (not just legacy IS managed) on the network is managed well aligned to ITIL standards
Deliver a highly effective problem management capability ensuring that problems are fully investigated and closed with appropriate actions
Ensure repeat problems are identified and addressed to remove further occurrences
Delivery of new services under IT Service management
Network with colleagues to sell the benefits of IT Service management
Develop and deliver a process to add more services to the portfolio in an efficient quality methodology
Team management
Manage and develop team members
Ensure the team works efficiently
Manage risk
Take ownership of IT Operations risks and ensure mitigations are in place and actions are completed to agreed timescales
Manage contracts and suppliers
Develop and introduce a rigorous contract and supplier management framework
Ensure all contracts are well managed with clear SLAs and escalation routes and that these are followed
Innovation
Keep up to date with new technology
Introduce new IT opportunities with strong business benefits
Collaboration
Working closely with the Head of IT to understand priorities
Ensuring that priorities are always delivered
Experience, Knowledge, Qualifications and Training
Educated to degree level or similar
Good knowledge of ITIL, COBIT and Sarbanes Oxley or other control frameworks
A strong track record of embedding ITIL best practice and improving service outcomes
Experience of leading an IT Service Operations function over the last 5 years
Proven knowled…
