IT Operations Manager
- Lead the day-to-day delivery of technology operations, ensuring high-quality and accessible IT services.
- Own and develop the IT service management framework, including incident, request, problem, change, knowledge and configuration management processes.
- Define and manage service level agreements (SLAs), operational level agreements (OLAs), service catalogues and performance metrics.
- Lead major incident management, ensuring effective coordination, communication, service restoration and post-incident reviews.
- Oversee application support services, including support models, documentation, release coordination and supplier escalation routes.
- Drive continual service improvement using service data, trend analysis and user feedback.
- Manage demand, capacity, availability, continuity and operational resilience across technology services.
- Ensure new and changed services transition successfully into live support through robust service readiness processes.
- Lead strategic supplier and vendor relationships, including service reviews, contract governance and performance management.
- Develop and coach a multidisciplinary team, fostering a high-performance service culture.
- Build strong relationships with stakeholders across the organisation, providing operational assurance, advice and escalation where required.
- Contribute to technology strategy, operating model development and modernisation initiatives.
- Deputise for the Director of Digital, Data and Technology when required.
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