IT Business Operations Lead

IT Business Operations Lead

Hours:

Full time (37 hours each week, all year round)

Duration:
Permanent

Salary: £32,515 a year + benefits

Location:

Rotherham College, Rotherham (with occasional travel to other campuses within RNN Group)

Closing date: 08/06/2026

Are you a technical leader who can balance high-level strategy with hands‑on service delivery? At RNN Group, we are looking for an IT Business Operations Lead to act as the engine room of our IT function.

This isn't just a support role; it's a vital partnership. You will serve as a key deputy to the Director of IT & Digital, bridging the gap between daily frontline workflows and the high‑impact projects that drive our strategic roadmap. From managing complex vendor contracts to mentoring our 1st‑line support team, you will be the glue that ensures our digital infrastructure is resilient, user‑focused, and future‑ready.

• Operational Influence:
  Take the lead on the Group's service delivery, ensuring we don't just meet SLAs – we exceed them.
• Strategic Impact:
  Play a pivotal role in the execution of key IT projects, ensuring new technologies are tested and transitioned seamlessly into the business.
• Commercial Leadership:
  Own the IT contract portfolio, using your commercial acumen to manage vendor relationships and ensure maximum value for the Group.

We need a versatile leader who can pivot from technical troubleshooting to commercial negotiation without missing a beat.

In this role, you will:

• Lead with Excellence:
  Oversee the day‑to‑day IT Support function, driving a culture where every service request is handled with professionalism and speed.
• Empower Users:
  Move beyond "quick fixes" by promoting self‑help guidance and using data analysis to resolve underlying IT trends before they become problems.
• Manage Major Incidents:
  Act as the calm voice in a crisis, managing real‑time communications across the Group Staff Portal during service outages.
• Partner and Deputy:
  Support the Director in departmental oversight, translating high‑level goals into actionable plans for your team.
• Build Relationships:
  Act as a credible ambassador for IT, building strong links with students, staff, and external partners across all Group sites.

This role requires a unique "dual‑focus" mindset. You'll need to be as comfortable reviewing a service level agreement (SLA) as you are leading a team through a technical outage.

You are the right fit if you can:

• Manage Conflicting Demands:
  Juggle the high‑frequency pressure of a busy helpdesk with the focused, long‑term discipline required for contract management.
• Lead Under Pressure:
  Remain professional and positive when things go wrong, ensuring tasks are prioritised and escalated correctly.
• Pivots Seamlessly:
  Show operational versatility, moving from hands‑on technical support to the administrative rigor needed for procurement and renewals.
• Communicate with Clarity:
  Whether it's a high‑quality service report or a crisis update during a system impact, keep communication professional and timely.

You are an experienced IT professional with a proven track record of supervising high‑performing helpdesk teams. You lead by example, ensuring your team delivers a "white‑glove" service experience that is both professional and user‑centric.

• Technical Leadership:
  Extensive experience in IT helpdesk environments, offering expert guidance on first‑line queries and complex technical issues.
• Project & Vendor Management: A strong background in supporting IT infrastructure or software projects, alongside the commercial ability to manage vendor relationships and contracts.
• Effective Communication:
  The ability to translate complex technical information into clear, actionable advice for a diverse range of stakeholders.

• A Level 3 qualification in Business Administration, Customer Service, or an equivalent field.
• Level 2 (or equivalent) in English and Maths (or a willingness to achieve these).
• Advantageous:
  Professional certifications in IT (e.g., ITIL) or Management/Leadership are highly desirable and will be supported as part of your ongoing professional development.

We understand that no candidate will perfectly match every qualification or criterion listed. If your experience differs from what we've outlined but you believe you can contribute to this role, we encourage you to apply!