Description:
The IT Manager role sits on the Senior Operations team and will be accountable for the performance of the technology service to the business. The role will manage the IT Operations team and be aligned to improving the technology service proposition leveraging software, hardware, infrastructure and cloud. They will lead the resolution of complex problems continually evaluating the current estate, identifying gaps, and suggesting enhancements to meet our strategic goals. This role requires both a high level of technical capability, and the ability to approach business problems with a pragmatic, solutions mindset.
Key Responsibilities:
- Providing technology support by taking ownership of 1st, 2nd, and 3rd line support on software application, network, hardware, and telephony incidents/service requests.
- Leading, managing, developing, and coaching the IT Operations team.
- Ensuring the integrity, resilience, availability and security of the company’s technology estate in line with Cyber Essentials and ISO27001 standards.
- Collaboratively draft & update company policies and the IT Operations department’s procedures.
- Working with the Transformation team and 3rd-party suppliers to ensure changes & defects are dealt with in line with service level agreements (SLAs) and deployed correctly into our production estate.
- Identifying technology gaps and/or opportunities to improve efficiency and then developing solutions to realise business value.
- Identifying new technologies to support the business achieving its strategic objectives.
- Providing input to the continuous review of our technology development lifecycle to enable changes to be delivered as efficiently and effectively as possible.
- Supporting the Cyber and Information Security Manager with identification of key risks and implementing appropriate mitigations and remediations to keep them within appetite.
- Building and maintaining relationships with critical 3rd party suppliers ensuring value, service delivery and availability.
- Responsible for incident and problem management both internally and externally via 3rd parties, ensuring critical business systems are available within core hours.
- Adhering to the Company’s GDPR and security policies.
- Be comfortable working to 3rd line technical level