Senior IT Operations Lead | Secure & Service Excellence

Sodexo; West Calder; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Sodexo retirement plan

Discounts to 1,900+ brands

Gym discount

24/7 employee assistance programme

Job summary

Sodexo Justice Services - HMP Addiewell is seeking a Technical Operations Manager to lead delivery of secure, reliable IT services for around 300 local users and a broader estate of 1,500 users.

You will manage IT service delivery, incident management, and compliance with ISO27001, GDPR, MoJ accreditation, and information security, while developing the local IT team and supporting on-call rotations.

Qualifications

• ITIL Foundation and at least 3 years' IT support/service experience.
• Strong customer service, communication and problem-solving skills.
• Experience working in secure or regulated environments.
• Knowledge of information security, GDPR and networking.
• Ability to manage competing priorities, incidents and projects.
• SC clearance or ability to obtain clearance.
• Flexibility to work outside normal hours when required.
• Microsoft qualifications and PRINCE2/project management experience are desirable.

Responsibilities

• Lead the local IT team and deliver excellent customer support.
• Manage incidents, escalations and service performance against agreed SLAs and KPIs.
• Provide 2nd/3rd line technical support across critical ICT systems.
• Manage IT projects, budgets and resources, ensuring delivery on time and within budget.
• Maintain technical documentation, DR and BCP plans.
• Support ISO27001, MoJ accreditation, GDPR and information security requirements.
• Identify improvements and provide technical advice to customers and stakeholders.
• Support team development and participate in an on-call rota of approximately one week in five.

Skills

IT Service Management

Incident Management

ITIL

Technical Support

Team Leadership

Networking

Information Security

ISO27001

GDPR

Project Management

Job description

Sodexo Justice Services - HMP Addiewell is seeking a Technical Operations Manager to lead delivery of secure, reliable IT services for around 300 local users and a broader estate of 1,500 users.

You will manage IT service delivery, incident management, and compliance with ISO27001, GDPR, MoJ accreditation, and information security, while developing the local IT team and supporting on-call rotations.