Overview
We are looking for an experienced IT Operations Manager with current Security Clearance (SC) to oversee the operational management of a live data product for a central government client on a fully remote contract basis. This role involves ensuring the stability and performance of the service while leading support operations and engaging with cross-functional technical teams. The successful candidate will play a pivotal role in operational governance and continual service improvement while maintaining strong relationships with various stakeholders.
Responsibilities
- Lead the day-to-day delivery of IT Operations, ensuring the stability, availability, and performance of the live services.
- Oversee Service Desk operations to effectively manage incidents, service requests, and operational support activities.
- Act as the primary escalation point for major incidents and coordinate efforts to restore services promptly.
- Own operational governance across Incident, Problem, Change, and Release Management processes, adhering to ITIL best practices.
- Monitor system health and service availability, proactively addressing risks before they affect service delivery.
- Plan and oversee release and deployment activities in collaboration with technical teams to minimize disruption.
- Build and maintain relationships with stakeholders, providing clear communication on operational performance and improvements.
- Drive continual service improvement initiatives by analyzing operational data and implementing process enhancements.
Requirements
- Proven experience leading IT Operations or Service Management functions within complex technical environments.
- Extensive experience managing live services in accordance with ITIL best practices, including major incident management.
- Strong operational leadership with experience managing Service Desk functions and cross-functional teams.
- Experience overseeing cloud-hosted platforms, ensuring high availability and resilience of services.
- Strong stakeholder management skills with the ability to establish effective relationships across various levels.
- Experience with IT Service Management (ITSM) tools like ServiceNow or Jira Service Management.
- Knowledge of access management processes and operational governance best practices.
- Excellent analytical and reporting skills, with experience in producing service metrics and operational dashboards.