Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

Head of IT Operations


Job Title: Head of IT Operations
Work Pattern: 37 hours per week
Type: Permanent
Location: Middlesbrough TS2
Salary: £52,850 per annum

Purpose of the role -
Our client is looking for a Head of IT Operations to Manage & develop service delivery strategy, resources & applications to support the business needs and ensure effective day-to-day service delivery.


Job Role -



  • Establish & develop a data-led approach and culture within the service desk function to identify, improve & measure KPI's.

  • Manage the Service Desk function related to IT provision to ensure Incident and Problem & Change Management are effectively carried out.

  • Lead, motivate and develop managers/direct reports on a day-to-day basis to ensure the effective and efficient provision of IT services.

    Allocate duties and priorities to ensure deadlines are achieved.

  • Responsible for working with other business change & improvement managers to direct relevant technical expertise required for service support and alignment of project roll-out or planned changes to the network and mobile estate.

  • Responsible for overall IT Incident Management, to lead on restoring normal operations as quickly as possible with the least possible impact on either the business or the colleague.

  • Responsible for the overall IT Problem Management function, to lead on minimising the impact of IT problems on the business, managing the diagnosis and detection of problems.

    Working closely with other business change & improvement managers to provide solutions and preventing reoccurrence.

  • Responsible for ensuring the operations team develop, document, review and improve operational processes and procedures in line with ITIL standards and are kept complete, current, and accurate.

  • Engage & meet with internal departments to ensure the IT Operation strategy is aligned and supports the overall strategic plan and the localised service plans.

  • Responsible for the group's application estate from a BAU aspect, ensure that applications are upgraded to take advantage of the latest features and to remain compliant.

  • Co-lead and help develop Thirteen's IT training framework, ensuring that technology adoption is embedded at all levels in the organisation whilst establishing a streamlined onboarding experience by working closely with the learning & development team.



Candidate Requirements -



  • A relevant IT qualification such as ITIL or demonstrable experience.

  • Strong leadership, project management, time management and problem-solving skills

  • Significant experience of managing Service Desk support to customers, including network & infrastructure, end-user compute and mobile technologies.

  • Proven experience of analysing user needs & requirements

  • Experience in the overall upgrade, improvement & service delivery of IT applications & software

  • Competent in ITIL incident, change and problem management

  • Overview of all regulatory and legislative requirements relating to IT & Data Security

  • Strategy & policy development




If you are interested in this position and meet the above criteria, please send your CV now for consideration.



If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk