Ops Lead

Chelmsford City Council; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Chelmsford City Council is seeking an experienced IT Operations Lead to oversee daily delivery of Digital Services, ensuring secure, reliable and customer-focused technology for residents and staff.

You will lead a small technical team, drive service improvements, manage incidents and escalations, and collaborate with stakeholders and suppliers to deliver excellent service outcomes.

Qualifications

• Demonstrated experience leading IT operations and service teams.
• Strong incident, problem and change management skills.
• Proven ability to engage stakeholders and drive service improvements.

Responsibilities

• Oversee day-to-day delivery of Digital Services to ensure secure, reliable and customer-focused IT.
• Lead on major incidents, service issues and operational escalations with timely resolutions.
• Coach and develop Technical Analysts and monitor overall service performance.
• Collaborate with stakeholders and suppliers to deliver excellent service outcomes.
• Help define future strategy and direction for IT services.

Skills

Leadership

Incident management

Change management

Supplier management

Coaching

Stakeholder communication

Job description

We're looking for an experienced IT Operations Lead to oversee the day to day delivery of Digital Services, ensuring secure, reliable and customer-focused technology services across the Council. If you have a love for technology and a desire to move things forward, we would love to hear from you!

The successful applicant will lead our small technical team, drive service improvements, manage incidents and escalations, and work closely with stakeholders, suppliers to deliver excellent service outcomes. As well as help define our future strategy and direction.

Other key responsibilities of the role include leading on major incidents, service issues and operational escalations as well as supporting projects, the change of initiatives and supplier management. The post holder will be responsible for the development and support of the Technical Analysts through coaching and leadership as well as monitoring and reviewing overall service performance.

Applicants should possess strong leadership and people management skills alongside the ability to communicate and engage with stakeholders effectively, demonstrating a proactive approach to customer service as well as service improvement. Key knowledge and experience of Incident, Problem and Change Management are also essential qualities for this.