IT Operations Manager job vacancy

Class Technology Solutions Ltd

Overview: IT Operations Manager job vacancy in Sussex recruiting now

Ref: fac8eb1a-be9f-4ace-b433-62c7303bca5d
Employer: Class Technology Solutions Ltd
Location: Sussex, United Kingdom
Employment Type: Permanent

Job Details:

Due to the growth of our business, we are looking for a CTS IT Operations Manager to help take the services we offer to our customers to the next level.

Please note : This is a middle leadership role, sitting in the Service and Operations department, reporting to the Head of Service.

Service Management and Development

  • To make a significant contribution to the management of the level of Service across all our customers
  • To become “customer obsessed” and build key relationships with customers, alongside the Account Manager.
  • Proactively manage performance across the board to ensure SLAs and KPIs are achieved
  • Identify and implement service and process improvements, via ITIL Continual Service Improvement
  • Be a senior member of the Incident, Problem and Change Management Practices and sit on our governance board for contracts.
  • Own critical incidents/escalation and ensure you have the resource to fix it – or even fix it yourself.
  • Arrange a service review diary, working alongside the Head of Service and Account Manager to provide our customers appropriate reviews and visits
  • Continually review and build new processes.


  • With your background of being a Network Manager/Technician within a school – do 1-2 days a week technical on site as a “Technical Engineer” – fixing issues and keeping your hand in. Service roles are great, but it is important you keep your technical skill.
  • A solid technical background/understanding in Active Directory/Hyper V or VMWARE is essential
  • Checking our systems for issues and work on getting them resolved – ensuring that there is a period of learning, where necessary, for all involved.
  • You will likely be involved in Escalation work and be a focal point of escalation work so experience of troubleshooting is essential.

Service Desk

  • Take responsibility for the CTS Service Desk.
  • Line Management of the helpdesk team
  • Ensure our “centralised helpdesk” team are meeting KPIs and SLAs
  • Where you feel it is appropriate – take 3rd line escalations – and if necessary, liaise with the Senior Team/Head of Technical as appropriate.
  • Take an overview of our client site helpdesks, flagging issues to the Head of Service as appropriate.

Service Catalogue Management

  • With the Head of Service, work on devising innovative service solutions for our customers – keeping us in touch with the competition
  • Maintain our “tender” library of documentation that our account management team can use on our services.
  • Build a “managed services” catalogue for Account Managers to review.

Logistics and Procurement

  • The Easy4u Operations Manager is responsible for this team. However, as part of this role, you will need to understand how this department works and help drive renewals/missed business across the board.

Change Management Board

  • Sit on the Change Management Board
  • Plan, manage pilots within schools. Gather feedback and requirements before deploying to all customers
  • Build & Test cycle work flows

Other duties

  • Support the Head of Service with his workload
  • During project periods, support the Senior Team with their workload – either on site with projects or other key tasks.
  • Sit on the Service and Operations Leadership Team
  • Actively monitor school, LEA/LA and legal responsibilities.
  • Develop relevant H&S procedures and ensure that all ICT users follow appropriate practice.
  • Ability to self-regulate
  • Any other tasks that the Technical Management Team, or the Company Directors feel are appropriate




Apply for this IT Operations Manager job vacancy via Bubble Jobs today.  You can find other jobs like this IT Operations Manager job vacancy in Sussex with our simple job search feature. As well as advertising vacancies like this IT Operations Manager job vacancy, Bubble Jobs specialises in advertising web jobs, digital jobs, tech jobs and other specialist jobs for a wide range of employers and recruiters. If you’re looking for career advice or job searching tips, then make sure you check out our blog which is updated regularly with useful advice and resources.  Don’t forget to follow us on Twitter to get the latest job updates and addition career related news and posts. Thanks for using Bubble Jobs and good luck with your job search.

Close Bitnami banner