ICT Service Operations Manager

Working Pattern:
Full-time, 37 hours per week

Office Requirement:
Hybrid (3 days onsite, 2 days from home)

We’re supporting a well-established North East organisation looking to appoint an ICT Service Operations Manager to lead the delivery of high-quality, secure and resilient IT services across the business.

This is a key leadership role within the wider technology function, with responsibility for the day-to-day management and continual improvement of ICT service operations. The successful candidate will lead teams across Service Desk, Cloud Infrastructure and Cyber Security, ensuring reliable support services, strong operational performance and a customer-focused approach to digital service delivery.

This opportunity would suit someone with a strong background in IT operations, infrastructure, service delivery and ITSM, who enjoys leading teams, improving services and working closely with stakeholders across the organisation.

As ICT Service Operations Manager, you will take ownership of ICT operational services across the organisation, leading support functions spanning 1st, 2nd and 3rd line support, cloud infrastructure and cyber security operations.

You will provide leadership to both technical and support teams, ensuring the smooth running of core technology services while driving service improvements, operational best practice and a high standard of internal customer service.

You will also work closely with wider technology and development teams to improve service transition into operations, support project delivery and help shape the future direction of digital services.

• Lead and manage ICT operational teams across Service Desk, Infrastructure, Cloud and Cyber Security
• Oversee the effective delivery of 1st, 2nd and 3rd line support across the organisation
• Drive a strong ITSM / service management culture, embedding best practice across BAU support and operational processes
• Ensure digital services are reliable, secure, high performing and customer focused
• Take ownership of cloud infrastructure and security operations, ensuring robust support, resilience and continual improvement
• Mentor and manage Service Desk leadership and wider operational teams
• Work closely with development and project teams to improve service handover into live operations
• Support delivery of technical and operational change initiatives, helping keep development and project activity on track
  
  Make key operational and project decisions to provide clarity and direction to the wider team
• Build strong relationships with internal stakeholders to understand business needs and improve ICT service delivery
• Collaborate with third-party suppliers and partners where required to support service improvements and operational change
• Contribute to wider ICT and digital strategy as part of the management team

We’re keen to speak with experienced IT operations or service delivery leaders who have a proven background managing operational technology teams in a complex environment.

You will ideally bring:

• Proven experience in an IT Operations Manager, Service Operations Manager, Infrastructure Manager or Service Delivery Manager type role
• Strong leadership experience across Service Desk, Infrastructure, Cloud and Security functions
• Experience managing or supporting cloud infrastructure platforms
• Strong understanding of cyber security operations, including:
• Vulnerability management
• Endpoint protection
• Experience embedding or improving ITSM / service management best practice
• A track record of leading and developing high-performing technical and support teams
• Strong stakeholder engagement and communication skills, with the ability to work effectively across technical and non-technical teams
• Experience working with suppliers / third parties to deliver service improvements
• A proactive and collaborative approach, with a focus on service quality, resilience and continuous improvement

Any experience in the following areas would be particularly useful:

• ITIL / formal ITSM frameworks
• Cloud platforms and modern infrastructure environments
• Service transition / operational readiness for new systems or products
• Regulated, customer-focused or multi-site organisations

• Salary of £62,500
• Permanent role
• Full-time, 37 hours per week
• Hybrid working arrangement with 3 days onsite and 2 days from home
• Strong benefits package including generous annual leave, pension and wellbeing support