Senior IT Operations Manager

Lord Search & Selection; London; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading company is seeking a dynamic Senior IT Operations Manager to lead internal IT operations in London. This pivotal role oversees infrastructure and service desk teams, embedding cyber security practices and transforming services for growth. Ideal candidates will have strong leadership, project delivery experience in Microsoft Azure, and a strategic approach to IT management.

Qualifications

• Proven experience in a senior IT operations or service delivery role.
• Hands-on experience delivering infrastructure and cloud transformation projects.
• In-depth understanding of service desk management and ITIL processes.

Responsibilities

• Lead and mentor the Helpdesk and Infrastructure teams.
• Oversee daily IT operations ensuring high availability and user satisfaction.
• Manage risk assessments and incident response processes.

Skills

Leadership

Cyber Security

Cloud Transformation

Stakeholder Management

Service Desk Management

Education

Certifications in ITIL, Azure, or cyber security

Job description

We are seeking a dynamic and experienced Senior IT Operations Manager to lead and develop our internal IT operations, overseeing infrastructure, service desk, and the delivery of key technology transformation projects. You will manage a Helpdesk Lead (with a team of 5) and an Infrastructure Lead (with a team of 3), ensuring the consistent delivery of robust, secure, and scalable IT services across the business.

This role will be pivotal in driving the housing of our MSP-managed infrastructure in-house, resetting and rebuilding our Azure environment, embedding cyber security practices, and supporting business-as-usual (BAU) operations.

Contract Type: contract to perm

Overview:

We are seeking a dynamic and experienced Senior IT Operations Manager to lead and develop our internal IT operations, overseeing infrastructure, service desk, and the delivery of key technology transformation projects. You will manage a Helpdesk Lead (with a team of 5) and an Infrastructure Lead (with a team of 3), ensuring the consistent delivery of robust, secure, and scalable IT services across the business.

This role will be pivotal in driving the housing of our MSP-managed infrastructure in-house, resetting and rebuilding our Azure environment, embedding cyber security practices, and supporting business-as-usual (BAU) operations.

Key Responsibilities:

• Leadership & People Management
  • Lead and mentor the Helpdesk and Infrastructure teams through their respective leads.
  • Ensure effective resource planning, performance management, and development across the teams.
  • Foster a culture of accountability, collaboration, and continuous improvement.
• Operational Management
  • Oversee daily IT operations, ensuring high availability, performance, and user satisfaction.
  • Manage escalations and prioritisation of support issues.
  • Monitor and report on key operational metrics (e.g. SLAs, uptime, incident response).
• Project Delivery
  • Lead the transition of managed services infrastructure and service desk from MSP to in-house.
  • Oversee the reset and rebuild of the Microsoft Azure environment to align with best practices.
  • Ensure successful planning and delivery of IT transformation and improvement projects.
• Cyber Security & Governance
  • Embed cyber security practices into operational and project workflows.
  • Collaborate with relevant stakeholders to ensure compliance with policies, standards, and regulations (e.g. ISO27001, Cyber Essentials).
  • Manage risk assessments, vulnerability management, and incident response processes.
• Stakeholder Engagement
  • Act as a senior point of contact for internal stakeholders regarding IT operations and service delivery.
  • Work closely with other business units to understand their IT needs and translate them into actionable initiatives

Skills & Experience Required:

• Proven experience in a senior IT operations or service delivery role, ideally within a hybrid in-house/MSP environment.
• Strong leadership skills with experience managing multi-disciplinary teams.
• Hands-on experience delivering infrastructure and cloud transformation projects, particularly within Microsoft Azure.
• In-depth understanding of service desk management, ITIL processes, and BAU service delivery.
• Demonstrable experience embedding cyber security best practices in an operational setting.
• Excellent communication, stakeholder management, and vendor negotiation skills.

Desirable:

• Experience in public sector, housing, or regulated environments.
• Certifications in ITIL, Azure, or cyber security (e.g. CISSP, CISM, Microsoft Certified: Azure Administrator).

This is an exciting opportunity to take ownership of critical IT functions during a transformative period of growth and modernisation. If you're a strategic yet hands-on leader ready to make a tangible impact, we'd love to hear from you.

Rates depend on experience and client requirements

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