ICT Service Operations Manager

We’re looking for an ICT Service Operations Manager to lead a talented technical team responsible for delivering exceptional ICT services across a complex organisation. This is an exciting opportunity to play a key role in shaping digital services, driving operational excellence, and supporting major technology transformation programmes.

If you’re an experienced leader with expertise across service operations, cloud infrastructure, cyber security, and IT service management, we’d love to hear from you.

The Role Reporting to the Head of ICT & Digital Services, you’ll provide strategic and operational leadership across Service Desk, Infrastructure, Cloud Services, End User Computing, and Cyber Security. You’ll lead multidisciplinary technical teams, ensuring services remain secure, reliable, resilient, and continuously improving while supporting both day-to-day operations and future digital transformation initiatives., * Lead Service Desk, Infrastructure, Cloud, End User Computing and Cyber Security teams.

• Drive the delivery of high-quality ICT services across 1st, 2nd and 3rd line support.
• Embed ITIL best practice across Incident, Problem, Change and Continual Service Improvement.
• Manage cloud infrastructure, cyber security platforms and operational technology services.
• Lead and mentor technical managers and develop high-performing teams.
• Work closely with development teams to improve service transition and operational readiness.
• Make key technical and operational decisions to support successful project delivery.
• Manage third-party suppliers and service providers to achieve agreed service levels.
• Develop and monitor SLAs, KPIs and service reporting for senior leadership.
• Support business continuity, disaster recovery planning and operational resilience.
• Contribute to ICT strategy, digital transformation and continuous improvement initiatives., You’ll be someone who can:
• Inspire and develop high-performing technical teams.
• Build strong relationships with stakeholders across the organisation.
• Think strategically while remaining operationally focused.
• Balance service delivery, security and innovation.
• Analyse complex technical and business information to make informed decisions.
• Champion continuous improvement and modern ways of working.
• Communicate confidently with both technical and non-technical audiences.

Are you an experienced ICT leader with a passion for delivering high-performing, secure, and customer-focused technology services?, You’ll be an experienced ICT operations leader who enjoys building strong teams and delivering excellent customer-focused services.

Essential Experience

• Significant experience managing ICT Service Operations within a complex environment.
• Proven leadership of Service Desk, Infrastructure, Cloud and Security teams.
• Strong experience managing Microsoft Azure cloud environments and enterprise infrastructure.
• Excellentoperationalcyber security knowledge including:
• Security monitoring
• Incident response
• Vulnerability management
• Endpoint protection
• Experience managing enterprise networking, end user computing and modern workplace technologies.
• Strong supplier and contract management experience.
• Experience delivering ITIL-based service management and continual service improvement.
• Experience developing service reporting, KPIs and operational performance frameworks.
• Experience leading multidisciplinary technical teams through change and transformation., * Relevant ICT qualification or equivalent professional experience.
• ITIL v4 Foundation (minimum requirement).
• Higher-level ITIL certifications are desirable.
• Full UK driving licence (desirable).

In addition to a competitive salary, you’ll benefit from:

• 62,546 annual salary
• 26 days annual leave, increasing to 31 days with service
• Birthday leave
• Occupational pension scheme
• Health cash plan
• Flexible benefits package
• Funding for professional qualifications, conferences and learning opportunities
• Opportunity to play a leading role in an ambitious digital transformation programme

Regular office attendance and travel between regional sites will be required, so applicants should live within reasonable commuting distance.

RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience., The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.

The Red Snapper Recruitment Group is an equal opportunities employer.