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
Salary:
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.

Technical

  • 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

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