Senior Manager, IT Services Operations

Vacancy: Senior Manager, IT Services Operations

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Location: Stevenage

Job Summary

The Senior Manager, IT Services Operations will lead the IT service desk, ensuring effective delivery through third-party providers and onsite technicians. This role focuses on maintaining SLAs, ensuring quality, and driving customer satisfaction by managing incidents, requests, problems, and changes. The Senior Manager will play a key role in leveraging technology to enhance operations, foster innovation, and maintain regulatory compliance in a highly regulated industry.

Key Responsibilities

Lead and develop a small team of IT service desk professionals, promoting collaboration, skill growth, and innovation.
Manage vendor contracts and SLAs, ensuring timely delivery and cost optimization.
Implement efficient processes for incident and request handling, minimizing business disruptions.
Develop IT service strategies that align with organizational goals, ensuring resource optimization.
Use KPIs to evaluate service performance and drive continuous improvement.
Oversee change and problem management processes.
Collaborate with stakeholders to understand business needs and drive strategic initiatives.
Maintain a comprehensive knowledge base for quick resolution of incidents.
Ensure compliance with industry regulations, standards, and internal policies.
Provide hands-on technical support when needed and coach the team on resolving issues.