IT Service and Operations Manager/Head of IT Service and Operations

MANCOMM; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading IT services provider in London is seeking an IT Service and Operations Manager to enhance service delivery and manage IT security. This pivotal role involves overseeing a support team, managing third-party vendors, and implementing strategic IT initiatives to align with business goals. The ideal candidate will have extensive experience in service management and cloud technologies, with a strong focus on customer service and operational efficiency.

Benefits

Dynamic work environment

Professional development opportunities

Qualifications

• Experience managing or working in service management positions.
• Strong knowledge of cloud infrastructure and ITIL frameworks.
• Experience leading incident responses and managing technology teams.

Responsibilities

• Manage end user support and IT service delivery.
• Oversee incident and change management processes.
• Drive cyber security strategies and maintain compliance.

Skills

Service management

Cloud infrastructure

ITIL processes

Incident Management

Communication skills

Tools

Azure

Firewall management

RBAC

Job description

Vacancy No VN913

Location

Employment Type Perm

Basis

Fixed Term Duration

Overview Chambers and Partners is seeking a dynamic IT Service and Operations Manager / Head of IT Service and Operations to lead and professionalise our IT service delivery.

In this pivotal role, youll manage end user support, infrastructure operations, and information security, ensuring the timely and effective provision of IT services across the business.

You'll oversee a small in-house support team and work closely with third-party providers for infrastructure and cybersecurity.

With a strategic mindset and hands-on approach, youll define and drive the roadmap for service management and cyber security to support our evolving business needs.

Main Duties and Responsibilities SERVICE MANAGEMENT & IT OPERATIONS (c40%)

• Accountable for the delivery of IT services to agreed Service Levels, namely;
• Service Desk, end user support and service request fulfilment
• Incident Management, Problem Management, Change Management
• Patch Management, Asset Management
• Monitoring of all infrastructure and applications, ensuring effected event management and response
• Lead and manage in house End User support team and 3rd party service mgmt supplier
• Monitor, review and report service levels monthly, initiating service improvement as required
• Own and triage request and incident backlogs,
• Act as escalation point for key business stakeholders
• Lead incident management, effectively restoring services and stakeholder communications
• Identify opportunities to improve service availability
• Own the roadmap for scaling and enhancing service management
• Own and ensure effective disaster recovery and business continuity plans are in place
• Own and ensure IT policies are relevant, communicated and complied with
  

INFORMATION SECURITY (c30%)

• Liaise with third party vendor to ensure delivery of IT security to agreed levels, namely:
• Threat detection and response
• Vulnerability management
• Cyber awareness and Phishing management
• Data Protection services
• Oversea and manage the Cyber security strategy, working with our 3rd party providers to maintain minimal risk to the business
• Drive and maintain a low-risk estate through proactive vulnerability and patch mgmt
• Achieve Cyber security certifications including Cyber Essentials+. Drive ISO27001 certification
• Own and ensure IT security policies are relevant, communicated and complied with
  

INFRASTRUCTURE OPERATIONS (c30%)

• Manage third party providers of IT infrastructure/cloud services, ensuring effective operations of:
• Azure cloud infrastructure (servers and data)
• Virtual Network infrastructure (Firewalls, VNets, Security policies)
• Core services (DC, Exchange, DHCP, O365, Telephony etc)
• Office and end user infrastructure
• Manage the optimisation of IT infrastructure and services (via 3rd parties), monitoring cost utilisation and attributing to service and product lines of business
• Manage and execute RBAC permissions across subscriptions and resources
• Firewall configuration management in Azure
• Entra ID Management including enterprise apps and security groups
• Contribute to the strategy and roadmap for infrastructure and environment improvements, reflecting Chambers future ambitions, engineering needs and cost optimisation
  

MANAGEMENT & CULTURE

• Accountable for providing leadership and pastoral care to your team, mentoring, motivating and developing them to get the best results
• Drive a culture of customer and service led improvement, measured by core KPIs
  
  

Skills And Experience

• Experience managing or working in Service management positions, with good knowledge of Cloud infrastructure
• Experience of effectively managing third parties services
• Able to plan and transform service delivery provision, taking appropriate sourcing decisions
• In depth knowledge service delivery and ITIL processes, with knowledge of service KPIs, SLAs etc
• Demonstrable experience leading Incident resolution in an incident manager capacity
• Good knowledge of IT policies and processes, inc security and DR
• Significant Experience in / managing the following Service disciplines:
• Service Desk and end user support services
• Incident Management, Problem Management, Change Management
• Patch Management, Asset Management, Licence Management
• Operational monitoring, Event Management & response
• Disaster Recovery and business continuity
• Experience in or good knowledge of a number of the following Security disciplines:
• Threat detection and response
• Vulnerability management
• Cyber awareness and Phishing management
• Mobile Device Mgmt
• Experience in or good knowledge of infrastructure/cloud operations, specifically:
• Azure cloud infrastructure (servers and data)
• Network infrastructure (Firewalls, VNets, Security policies and network security groups), including Firewall configuration management across Azure
• Core services (DC, Exchange, DHCP, O365, Telephony etc)
• End user services, such as telephony
• Executing RBAC permissions
• Entra ID Management including enterprise apps and security group
• Experience managing and mentoring technology team
• Experience building, developing and managing technology improvement programmes
• Experience selecting and managing third party suppliers and solutions
• Evidence of setting vision and direction, inspiring and engaging the team to deliver excellence.
• Technically astute, with in good knowledge of IT Operation and infrastructure.
  

Person Specification

• Passionate about technology infrastructure (Cloud), platforms and delivering exceptional service to customer and the business
• Able to switch between visionary, strategic thinking and business as usual operations.
• Prioritisation skills to handle fast paced dynamic environment
• Constructively challenges convention and seeks new ways of achieving better results
• Regularly demonstrates sound and pragmatic judgement, balancing pace, risk and business value to reach decisions which are well informed and actionable
• Proactive self-starter who continuously seeks ways to improve
• Excellent communication and interpersonal skills, with ability to communicate complex subjects, sell ideas, and influence business and technology stakeholders at all levels.
• Attention to detail, focused on the finer details that make the difference.
• Provides thought leadership in service and infrastructure domains
  
  

Benefits

Applications Close Date

Job Description

Equal Opportunity Statement

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