It Operations Manager

This is an opportunity for an experienced IT Operations professional to take a lead role across service desk, infrastructure and day-to-day technology operations. You’ll be responsible for making sure services are well run, resilient and delivering what the organisation needs, while also having the influence to improve how IT operates.

Team management is a large part of this role, but it is much more than managing a service desk. You’ll have responsibility for people, suppliers, service performance, budgets, major incidents and operational strategy, with plenty of scope to make meaningful improvements.

Key Responsibilities

• Lead, develop and push forward the IT Service Desk and Infrastructure teams
• Own service performance, availability, capacity and continual improvement
• Take the lead during major incidents and coordinate technical teams, suppliers and senior stakeholders
• Manage operational budgets and identify investment requirements and risks
• Develop and improve IT service management processes, standards and performance measures
• Oversee business continuity, disaster recovery and operational resilience
• Identify opportunities to improve service quality, efficiency, security and customer experience, * You’ll sit within the senior IT leadership structure, working closely with other the Head of IT and other Tech leaders. The role combines people leadership, IT service management, operational governance and strategic improvement.

• Strong IT Service Management background, with significant management experience
• Proven experience leading technical/service operations teams
• Strong understanding of ITIL and modern service management practices
• Experience managing complex infrastructure environments and operational risk (a hands on technical infrastructure background is essential)
• Confident handling major incidents and high-pressure service issues
• Strong understanding of business continuity, disaster recovery and service resilience
• A track record of introducing measurable service improvements
• Full right to work in the UK without any restrictions
• Already within a reasonable commutable distance of Norwich