IT Service Operations Manager

Job Description

On behalf of our client in the field of Hospitality / Catering services we are looking for a IT Service Operations Manager.

Major Incident and Problem Management – This is delivered by an internal team who manage the resolution of major incidents across all IT services, the internal team accountabilities are:   • Major Incident Management • Root Cause analysis • Post Incident Reviews • Problem Management & Continuous Service Improvement • Knowledge management in relation to services, suppliers, and service failure impact assessments.   

Service Desk – This is delivered via a third party; the scope of this role is the assurance of the delivery covering:   • Incidents and Service Requests • Customer Satisfaction and improvement • Service Reporting & Performance Management • Knowledge management • Supplier integration and performance reporting.

• Build relationships with major vendors and service providers to ensure that the services they provide meet the service and budget expectations of Whitbread.
• Own and maintain processes taking accountability for seeking out improvements to processes and their adoption and participation by the wider support organisation and business.
• Ensuring that root cause is established for all major incidents and that corrective actions are captured, tracked, reported, and managed to an evidenced conclusion.
• Governance and leadership of the Service Desk and Service Management toolset to ensure these are fit for purpose and optimised to support the delivery of services
• Work closely with Service Delivery Managers, Business stakeholders and Suppliers. Review service performance and understand service experience.
• Recruit, lead, motivate, develop, and manage the performance of direct reports, building a high calibre team with the skills and capabilities needed to deliver the required results.

• Demonstrable management experience building cross-function consensus with exposure to technology providers and/or business clients.
• Experience managing and leading a high-performing, cohesive team
• Experience of working with a mix of insourced, outsourced as well as onshore/offshore, agile & waterfall service providers.
• Demonstrable, strong working knowledge of ITIL Service Management framework and process areas.
• Cares and take accountability for incidents, escalations and problem resolution and uses expertise to offer solution options and recommendations.

Package: Competitive basic salary + 30% bonus, Pension, BUPA Healthcare.

• An annual incentive worth up to 30% of base salary
• An optional contributory pension matched up to 10%
• Family BUPA healthcare
• Recognition for service anniversaries, starting from 1 year
• Access to a range of discounts from everyday brands
• Charity donations through our Give and Match and Raise and Match schemes
• A collaborative work culture that focuses on enabling your success and continuing your personal development
• Hybrid working and a genuine flexible working policy