Overview
The IT Operations Lead will oversee the operational management and support of a live data product for a central government client, ensuring the service's stability, security, and performance. In this role, the contractor will collaborate closely with cross-functional technical teams and act as the primary escalation point for operational issues. The position focuses on enhancing service reliability and driving continual service improvements in adherence to government security standards.
Responsibilities
- Lead the day-to-day delivery of IT Operations, ensuring stability, availability, security, and performance of the live service.
- Oversee Service Desk operations, managing incidents, service requests, and problems through to successful resolution.
- Act as the primary escalation point for major incidents, coordinating technical teams to restore service and minimize impact.
- Monitor and maintain system health, service availability, and operational resilience while proactively managing risks.
- Plan and coordinate release and deployment activities with engineering and delivery teams.
- Build and maintain strong relationships with clients and stakeholders, communicating operational performance and risks effectively.
- Produce regular operational reports, including service metrics and improvement initiatives.
- Drive continual service improvement through analysis of trends and implementation of process enhancements.
Requirements
- Proven experience in IT Operations or Service Management within complex technical environments.
- Hands-on experience managing cloud-hosted platforms, ensuring high availability and operational readiness.
- Strong operational leadership, managing Service Desk functions and live service support effectively.
- Experience in planning and coordinating release and deployment activities with minimal disruption.
- Excellent stakeholder management skills and ability to build effective relationships with diverse teams.
- Knowledge of IT Service Management (ITSM) tools, such as ServiceNow or Jira Service Management.
- Strong analytical skills with experience in generating operational dashboards and service metrics.
- Valid UK Security Clearance (SC) is essential for this role.