Job Overview
The IT Service Operations Lead will be responsible for overseeing and ensuring the effective delivery of IT services for FBD. This role involves maintaining strong relationships with service providers and business users, ensuring high standards are met, and driving continuous improvement with both external providers and internal processes.
Key Responsibilities
1. Support the Head of IT Service Operations and the extended IT Operations Team in Service Delivery, managing throughout the ITIL service lifecycle.
2. Develop a culture of continuous improvement, both with 3rd party service providers and internal FBD processes.
3. Incident and Problem Management: respond to IT service disruptions, identify root causes, and implement preventative solutions.
4. Ensure compliance with industry standards (DORA, ISO etc)
5. Assist and support internal and external audit, ensuring compliance and retention of evidence.
6. Process improvement and documentation: Develop and refine policies and procedures.
7. Manage outsourced relationships with several outsourced suppliers; review performance on a regular basis and identify areas of performance improvement.
8. Manage the governance of the various relationships; ensure quality of delivery is in line with contract, budget, and business needs.
9. Support the delivery of consistent level of quality IT service to all-staff members within FBD within agreed SLAs and KPIs.
10. Develop a strong understanding of the alignment between services and their underlying technology.
Reporting and Analysis
Collate, review, and adapt various reports and inputs to produce meaningful management information to assist with both strategic and operational planning; ensure that information is readily available and well-organized.
Advocacy and Knowledge Sharing
Become an advocate of the service management process across the whole organisation. Share core knowledge and experience with other ICT Services team members.
Requirements
* Degree in Information Technology, Business Administration, or related field.
* ITIL certification (v3 or v4) or other relevant certifications.
Experience and Skills
* Proven experience (7+ years) in IT service delivery management, ideally within a regulated industry.
* Experience in contract negotiation and vendor relationship management.
* Strong knowledge of IT service management frameworks and best practices.
* Excellent communication, negotiation, and stakeholder management skills.
* Strong analytical and problem-solving abilities.
* Ability to work effectively in a fast-paced, dynamic environment.
PREFERRED SKILLS
* Experience in managing large-scale IT projects and services.
* In-depth knowledge of ITSM tooling e.g. Service Now, Jira, Autotask.
* Knowledge of cloud services and outsourcing models.
* Understanding of IT infrastructure and software development processes.