Global IT Operations Manager

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Job Benefits: 15% Bonus, Pension, Healthcare

You’ll be landing in an immature ITSM environment and be responsible for building it from scratch. Your role is global and will be utilizing ServiceNow across 5000 users in UK, US, India, and Italy.

Location: Bath (HQ)

Working Pattern: Hybrid – 3 days on site

Benefits: 15% Bonus, Pension Scheme up to 9%, Private Healthcare, Cycle to work scheme, Share Scheme, Free Parking, 25 Days Holiday + 8 Bank Holidays, Holiday Buy & Sell Scheme

Salary: £80,000 – £87,500

Key Responsibilities:

The Global IT Operations Manager is responsible for leading a team of global, multi-disciplinary IT service delivery professionals in managing and continually improving the company's IT services. You will build and transform a global ITSM function from an immature state.

• Service Strategy Management: Collaborate with the IT Leadership Team (ITLT) to define and implement a strategic IT Services Roadmap for the development and improvement of the Global IT Service Desk, L2 Application/Infrastructure/EUC Support, and Service Management Processes.
• Service Design/Transition/Operation/Improvement Management: Design and transition IT services into operation in line with business requirements and the Group IT strategy. Document and communicate service performance levels/KPIs and resolve service issues through defined processes, procedures, and education.
• Business/Supplier Relationship Management: Build and maintain relationships within the company's global IT user base, business owners, and key stakeholders to deliver excellent Global IT Services. Manage relationships with external IT Suppliers and service providers.
• Finance Management: Manage IT Service Delivery costs within the agreed budget; identify and implement opportunities for cost efficiencies and reductions.
• Service Issues and Risk Management: Develop and implement strategies to document and mitigate issues and risks, enhance redundancy, and ensure business continuity in the event of technical failures.

What We Are Looking For:

• Significant experience managing, delivering, and improving 24/7/365 IT Services to at least 4000 IT users across multiple time zones within a global IT organization.
• ITIL V3/V4 qualified at Practitioner, Manager, or Expert level with a solid understanding of all core service management processes.
• Stakeholder management skills – engaging and motivating others. Customer and business focused at all times.
• Experience in effective IT project management, resource management, issue/risk management, workload prioritization, and budget management.

If you’d like to build and transform a global ITSM function from an extremely immature state, please apply for more details.