IT IT Operations Manager

IT Operations Manager

Location: Nr Ely

Salary: Competitive / Negotiable

Hours: Full Time

Due to expansion a fantastic opportunity has arisen for an experienced and ‘hands on’ IT Operations Manager.

If you are interested in working for a well-established and successful SME based near Ely and have a solid IT and management background, then we would be keen to hear from you.

This software company provides smarter communication to their customers across the UK

This varied role has many responsibilities, the main areas include: –

  • Successful Management of the IT Support and Deployment team
  • Have a strong IT / technical background to offer ‘hands on’ advise and solutions (2nd & 3rd Line support
  • ISO, quality and systems

Please find below the more in-depth review of the position

Objectives

  • Quality assurance of all companies’ services including management of the test and release procedures.
  • Monitoring system reliability against KPIs, reporting to the Board.
  • Interfacing with the Management Team ensuring Company goals are met and exceeded.
  • Successful management of the IT Support and Deployment Teams ensuring continued high-quality levels of support and continued growth of the customer base.
  • Maintaining our ISO 27001 accreditation.
  • Ensuring all team members are trained and supported sufficiently to fulfil their roles to the highest standards.
  • Working with the Development Manager to ensure quality and reliability is built into the development of systems.
  • Working closely with the Commercial Director and Sales Manager to ensure smooth, well organised contract deployments.
  • Working with Customer Care and Accounts Teams to ensure commercial policies are followed.

Responsibilities

Support Team

  • Hands on approach to managing the Support Team.
  • Ensure SLAs are met.
  • Identify common problems and raise to development for investigation/resolution.
  • Identifying product deficiencies and areas for improvement.
  • Holding of regular meetings to ensure issues are discussed and information shared through the teams.
  • Liaise with customers at all levels to ensure customer satisfaction and issue resolution.
  • Issue triage and resolution.
  • Production of product help files and general support materials.
  • Production of message templates.
  • To become product specialist (across all products):

o Understand breadth and depth of software.

o Understand customer uses of software.

o Understand architecture of software.

o Understand troubleshooting steps and debugging procedures.

Deployment Team

  • Hands on approach to managing the Deployment Team.
  • Liaise with new customers to ensure smooth deployment across the CCG/group.
  • Remote deployment and training.
  • Occasional on-site training.
  • Design and delivery of training webinars.
  • Development of training materials (videos, PDFs, guides).

ISO, quality and systems

  • Overseeing ISO and quality management to ensure reliability of systems and software delivered to customers.
  • Ensuring ISO 270001 accreditation is maintained.
  • Ensuring production systems are operating effectively.
  • Ensuring availability of internal systems (Windows server, ticketing systems, phone system etc).
  • Facilitate the testing of new product versions and releases.

Performance Management

  • Provide monthly report on support and deployment activities
  • Monitor and report on system performance and availability against KPIs as well as monitoring future capacity requirements
  • Organise and participate in regular meetings with Management and other staff to achieve maximum intercommunication between colleagues.

If you have not received a response from me within 4 working days then unfortunately your application has been unsuccessful for this vacancy. We update our vacancies daily so please do not hesitate to apply if another vacancy catches your eye

Neaves & Neat Employment Services Ltd. are acting as an Employment Agency for this Permanent vacancy.

Neaves & Neat Employment Services Ltd. are acting as an Employment Agency for this Permanent vacancy.

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Job details

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Ely, Cambridgeshire
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Permanent |
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Negotiable

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Neaves & Neat Employment Services Ltd. are acting as an Employment Agency for this Permanent vacancy.