Information Technology Operations Manager

We are searching for an IT Service Operations Manager who will play a vital role in delivering high-quality IT services across our clients organisation. This role involves overseeing all aspects of IT service delivery, ensuring services meet business expectations and SLAs, while also providing infrastructure support to maintain secure and efficient systems.

Responsibilities
• Oversee day-to-day IT service operations, ensuring end-user needs and business requirements are consistently met.
• Ensure SLAs, OLAs, and service agreements are defined, tracked, and adhered to, implementing corrective actions with internal teams and MSPs when required.
• Manage incidents and problems from escalation through to resolution, ensuring effective communication, root cause analysis, and long-term remediation.
• Lead and govern the IT Change Management process to minimise disruption and maintain service availability.
• Produce regular service reporting and analytics, identifying trends and recommending improvements.
• Maintain strong communication with legal operations, business services, and wider corporate stakeholders to ensure IT services remain aligned with organisational goals.
• Lead continuous improvement initiatives to enhance service quality, reduce downtime, and optimise the efficiency of IT operations.
• Provide high-level support for IT infrastructure systems, ensuring stable and reliable performance.
• Work closely with MSP infrastructure teams to maintain system availability, performance, and security, managing any escalated infrastructure issues.
• Maintain effective vendor relationships to support the efficient delivery of outsourced IT services.
• Ensure all IT service, infrastructure, and systems documentation is clearly defined, accurate, and kept up to date.
• Support, guide, and mentor the IT Support Administrator, providing training, development, and performance management.
• Work with the Head of IT to maintain appropriate quality levels for service desk operations, ensuring effective priority handling and workload distribution.