IT Operations Centre (ITOC) Manager

London Ambulance; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

London Ambulance Service seeks an experienced IT Operations Centre Shift Manager to oversee 24/7 monitoring, incident response and disaster recovery for critical digital services. The role leads shift teams, coordinates alerts, and ensures service stability across infrastructure, networks, voice and business-critical applications.

The post holder will work a rota across days, nights and weekends, combining managerial duties with hands-on technical duties to maintain high availability and

Qualifications

• Masters degree in IT or equivalent senior management experience.
• ITIL Foundation level qualified.
• Proficiency in IT operations analytics and management tools (SolarWinds, Power BI, Marvel, ServiceNow or Ivanti).

Responsibilities

• Lead the ITOC shift, monitor alerts, and coordinate incident responses.
• Install and configure technical devices, systems and services.
• Cross-skill across infrastructure, networks, voice and mission-critical apps.
• Manage shift teams and escalate risks as needed.
• Support managers during major incidents affecting digital services.

Skills

Leadership

IT Operations

Incident management

Security governance

Education

Master's degree in IT or equivalent senior management experience

Tools

SolarWinds

Power BI

IT Service Management Tools (Marvel, ServiceNow, Ivanti)

Job description

The London Ambulance Service (LAS) depends on highly available, reliable, sustainable, cost effective digital services to support the delivery of urgent and emergency care. To ensure that IT services are available and to support operations the LAS provides a 24/7 IT Operations Centre function.

The IT Operations Centre (ITOC) is responsible for critical IT support to ensure the smooth functioning, performance, and security of the Trusts digital applications and IT infrastructure. Including 24/7 monitoring and alerting, incident management detection, response and resolution, routine service maintenance, and implementation of technical change for LAS digital services.

The ITOC Shift Manager role is responsible for managing the IT Operations Centre function, ensuring the stability, availability, and performance of IT services and infrastructure by managing monitoring systems, coordinating incident responses, and implementing disaster recovery plans.The postholder will be required to work a rota with shifts across days, nights and weekends.

Main duties of the job

The role will primarily be responsible for the management of the IT Operations Centre for the Trust on a shift basis. Whilst this is a managerial role it will also undertake technical activities and will take the lead in monitoring and managing alerts, troubleshooting, investigation, analysis and resolution of the issues. Installation and configuring of technical devices, systems and services.The post holder will be expected to be cross skilled across the range of technical areas including infrastructure, networks, voice and emergency & urgent care business critical applications.

• Provide an effective monitoring function ensuring that early detection of any issues are identified and actioned
• Manage the provision of the shift ITOC function, sufficiently skilled and able to provide an effective, responsive IT service to the Trust
• Line manage the shift teams
• Manage relevant risks ensuring that appropriate mitigations are in place and risks escalated as necessary.
• Respond effectively to any unplanned outages
• Support managers and operational staff during major incidents and Trust-wide business impact to digital services.

About us

Our vision is to deliver outstanding emergency and urgent care whenever and wherever needed for everyone in London, 24/7, 365 days a year. Our strategy 2023-2028 outlines how we plan to achieve this, and is centred upon three missions focused on:Our care delivering outstanding emergency and urgent care whenever and wherever needed.Our organisation being an increasingly inclusive, well-led and highly skilled organisation people are proud to work for.Our London using our unique pan-London position to contribute to improving the health of the capital.To achieve these three missions we have set ourselves 50 commitments to deliver over the next five years. In developing these ambitious commitments, we have engaged extensively both inside our organisation, with our partners and with our patients, and we have analysed population trends and horizon scanned the future.

Job responsibilities

Applicants are advised to read all the information enclosed in the advert job description role specification before completing an application.

Person Specification

Qualifications, Accreditations, Education

• Educated to Masters degree level in IT related subject or equivalent extensive senior technical management experience within an IT department
• Information Technology Infrastructure Library (ITIL) Foundation level qualified
• Proficiency in IT operations analytics systems (e.g., SolarWinds, Power BI, IT Service Management Tools (i.e. Marvel, Service Now or Ivanti).

Experience

• Experience of managing computing systems, networks, and operating systems,
• Experience of management responsibilities e.g. staff, financial, delivery performance and implementing improvement plans
• Experience of working with conflicting, highly complex, highly contentious and highly sensitive information and presenting to large groups to explain issues and aid understanding

Knowledge and Skills

• Working knowledge of mission critical computer systems and the need to provide high levels of service availability in support of key business objectives
• Good understanding of Information Security, Governance Risk and Compliance
• Ability to think logically and clearly and be able to make rational decisions in emergency situations, with the ability to respond quickly and accurately to important and contentious operational issues.

Personal Abilities

• Demonstrable awareness and commitment to contributing to the achievement of the Trusts vision, and behaviour consistent with the Trusts values.
• Positive and demonstrable commitment to personal and career development by a continuous record of achievement

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.