IT Operations Lead - Applications, Suppliers & Service Delivery

Do you enjoy bringing order to a broad technology environment, supporting people, coordinating suppliers and ensuring important tasks reach a proper conclusion?

My client is looking for an IT Operations Lead to become the central point of coordination between its Members and colleagues, business applications, outsourced IT provider and software suppliers.

This is not a hands on infrastructure position. You will need strong technology knowledge and judgement, but your main responsibilities will be operational ownership, supplier coordination, application administration, user support and continuous improvement.

The role requires breadth rather than deep technical specialism. Your greatest strengths will be organisation, communication, ownership and the ability to keep numerous activities moving in the right direction.

The opportunity

Reporting to the Chief Operating Officer, you will take ownership of the day-to-day delivery and administration of the technology environment.

You will coordinate onboarding and offboarding, administer applications and licences, manage technology suppliers, oversee service issues, deliver user training and support improvement projects across a growing legal business.

You will not be responsible for infrastructure, networks, servers, cyber-security strategy, software development or Microsoft tenant administration. These specialist areas remain with the appropriate technology partners.

Your role will be to ensure that users receive an excellent service and that people, applications and suppliers work together effectively.

What you will be doing

• Coordinating the complete technology journey for new starters, movers and leavers.
• Ensuring new Members and employees receive the correct equipment, system access, licences and training.
• Administering users, permissions and licences across Actionstep and a broad portfolio of business applications.
• Acting as the day to day owner of the relationship with the outsourced IT provider (MSP).
• Triaging technology requests, escalating issues and keeping users informed through to resolution.
• Leading regular supplier service reviews and challenging delays or recurring problems.
• Delivering onboarding and application training and producing clear user guidance.
• Managing technology suppliers, software renewals, invoices, assets and equipment procurement.
• Monitoring technology costs, licence usage and upcoming renewals.
• Identifying opportunities to improve onboarding, application adoption and working practices.
• Supporting technology work streams associated with new software, organisational change and acquisitions.

What we are looking for

You may currently work within IT operations, applications support, business systems, technology service delivery or another similarly broad internal technology position., This opportunity could suit an experienced IT Operations professional, Applications Support Analyst, Business Applications Analyst, Technology Operations Coordinator, IT Service Delivery professional or technology trainer who is ready to assume broader ownership.

It may also appeal to someone who began their career in hands-on IT support but now gains more satisfaction from coordinating services, supporting users, improving systems and ensuring work gets done properly.

It is unlikely to suit somebody seeking deeper infrastructure work, a software-development career path or a role focused primarily on ITIL reporting and service metrics.

IT Service and application management, More important than your current title will be your ability to demonstrate balanced experience across technology, applications, suppliers, administration and stakeholder support.

You should be able to offer:

• A credible background within technology, applications support or IT service delivery.
• Experience acting as the link between users, outsourced IT providers, software suppliers and senior stakeholders.
• Exceptional organisation, follow-through and attention to detail.
• Strong written and verbal communication skills.
• The confidence to support and influence senior professional users.
• Experience of onboarding, user administration, access, licences, training or technology supplier management.
• The ability to manage several competing priorities while keeping stakeholders properly informed.
• Sufficient technical knowledge to investigate and triage issues and challenge suppliers without needing to resolve everything personally.
• A practical continuous-improvement mindset and the willingness to take ownership.

Experience within legal services, accountancy, consultancy, financial services or another professional services environment would be advantageous but is not essential.

Knowledge of Actionstep or another practice management, case management, CRM or workflow platform would also be helpful. However, we are more interested in finding someone with the right breadth, judgement and communication skills than somebody offering experience of one particular system.

Flexi Benefits (Choose your own or stack into your salary) Region Remote, For candidates who prefer an office environment or do not have a suitable home workspace, we can also provide access to offices in:

• Leeds
• Manchester
• Burnley
• Newcastle
• London

Occasional travel may be required for collaboration, onboarding, training or project activity.

Package

The package is centred around a core budget which we can flex to include desired benefits or we can stack everything into the base salary to suit the individual.