IT Operations Manager

  • Permanent
  • London
  • Posted on April 19th, 2021

This is a fantastic opportunity to work for an industry leading System Integrator and award-winning Gold member of the Microsoft Partner network. They are now looking for an Operations Lead to work within the heart of the heart of the IT delivery organisation. The ideal candidate will be fully flexible and ideally have experience of working in a large outsource service environment. The applicant will be highly motivated in managing the delivery of services, solutions, and operations.


The Operations Lead is accountable for ensuring the following responsibilities are fulfilled:


  • Accountable for the management of Major Incidents and ensures effective interface to all associated processes (Major Incident Reporting, RCA, Problem Management, Knowledge Management)
  • Ensure there is effective ownership and delivery of executive communications
  • Ensure there is effective facilitation and planning of all out of hours Change activity, resulting in effective communication, time planning, and preventing change or Business conflict
  • Ensure there is effective formal signoff for changes at planning stage
  • Ensure that prior to start of day, ensures that all Business-Critical services are available and performing, through effective alignment with Service Desk and all support teams
  • Ensure Operations Team are empowered to make technical decisions to the benefit of the Authority
  • Maintain effective relationships with suppliers/ partners to organise the efficient supply of services within agreed contractual terms
  • Drive continuous improvement and proactive problem management for key IT systems
  • Work with operational teams and the Authority to identify case studies for automation and assist with implementation.


Key skills required:


  • Strong leadership and Stakeholder Management Skills
  • Ability to present at all levels
  • Demonstrate an ownership mentality
  • Good technical knowledge across technology towers
  • Delivery Management
  • Strong customer communication skills
  • ITIL v4 Foundation




  • Able to interact with clients at all levels and deal with the challenges presented by a strong client with a high degree of technical expertise
  • Managing of Major Incidents, providing leadership to resolution and clear communications throughout
  • Able to lead teams and drive activities within tight timeframes
  • Able to direct and drive Analytical Problem Solving and effective Root Cause Analysis          
  • Working effectively under pressure and to tight time scales and can lead and motivate the team to do so

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