ICT Service Operations Manager

As the ICT Service Operations Manager, you’ll lead teams across 1st, 2nd, and 3rd line support, ensuring the effective delivery of ICT services across the organisation. You’ll have overall responsibility for service operations, including the Service Desk, cloud infrastructure, and cyber security platforms, driving high-quality, resilient, and customer-focused services. This includes the following responsibilities:

• Take charge of a Cloud Infrastructure and Security team helping to embed ITSM best practices providing both BAU support and project activities.

• Mentor and manage the Service Desk team via the Service Desk Team Leader.

• Providing experienced leadership in the following areas; Cloud Platforms, Infrastructure, Cyber Security, End User Services and Service Desk operations. Ensuring the reliability, security, performance, and continual development of our digital services.

• Work closely with the development teams to help improve the Software Development Lifecycle including the service handover to operations.

• Make key project decisions to set clarity and focus for the team

• Support the development of solutions where necessary to ensure development stays on track.

You’ll work as part of a management team that designs and executes the department strategy as well as providing effective leadership and acts as a role model for the department and the Karbon group.

We’re looking to appoint a suitably qualified and experienced individual for the role of ICT Service Operations Manager in the ICT & Digital Transformation Team. The ICT & Digital Transformation team mission is to provide digital systems that are customer focused, easy to use, reliable, flexible, and meet the needs of all our stakeholders., * Proven leadership experience across Service Desk, Infrastructure, Cloud and Security functions.

• Experience and a strong understanding cloud infrastructure and security principles.

• A proven record of collaboration and communication to help develop and maintain key stakeholder relationships.

• Strong leadership and coaching skills to develop a highly performing and motivated team

• Knowledge and experience managing Cloud Infrastructure platforms with strong cyber security experience including incident response, vulnerability management and endpoint protection

You may also need to collaborate with suppliers where necessary to drive change. By applying an agile approach to product development you’ll engage with the relevant stakeholders in the planning and requirement stages along with documenting and handing over to support.

Pulled from the full job description

• Annual leave

• Company pension, * Salary is £62,546 per annum

• Contractual Location to be agreed with the candidate at one of our main offices in Gosforth (NE12 8EG) or Stanley (DH9 7YE). Due to the nature of the role office presence is required throughout week so successful candidate must live within commutable distance.

• Regular travel to other offices across the North East will also be required

• 37 hours per week with some homeworking available/flexible working

We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for. The role you’re applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks. Why Join Us? We offer a generous benefits package to support your wellbeing and development, including:

• 26 days annual leave (rising to 31 after 3 years)

• Birthday leave

• Occupational pension

• Health cash plan

• Flexible benefits pot