Senior IT Manager

Role: Senior IT Manager

Contract: Fixed-Term Contract 12 Months

Salary: £57,206 - £62,017

Hybrid: Yes - 2 days per week in office

Hours: 35 hours per week

Location: Birmingham City Centre

This post will support the Associate Director, IT with the development of core IT processes across IT Operations, IT infrastructure, Software Development and Solutions Architecture. The Senior IT Manager is responsible for both the tactical and strategic development of functions listed above. The Senior IT Manager will also support the Enterprise Operations Manager to help manage the IT department, day to day Service Delivery, and capacity planning to ensure the IT department meets the current and future requirements of the organisation.

Key Responsibilities:

• Identify and implement improvements to IT Service Desk, IT Operations, IT infrastructure, Software Development and Solutions Architecture with the associated roadmaps to ensure the selection, deployment and lifecycle management of appropriate services is aligned to the corporate plan.
• Provision of technical advice and guidance to ensure that business benefits are derived from the large investments in IT and consolidation of technologies/applications. This will extend to briefing and supporting the department around the use of our technical services to drive benefits and improve capabilities, and therefore develop better returns on investment.
• Support the Enterprise Operations Manager to actively manage relationships with suppliers/vendors ensuring awareness of infrastructure roadmaps, with a particular focus on technical debt and getting the most out of technology investments.
• Implement Supplier reviews with the Associate Director, IT to manage relationships with vendors adhering to contract compliance and added value services.
• Review, Develop and implement IT policies and architectural and design standards/principles with respect to IT Service Desk, IT Operations, IT infrastructure, Software Development and Solutions Architecture
• Provide full-service delivery responsibility; undertake technical planning to ensure sufficient system capacity is made available, that renewal plans to replace obsolete or at-risk technologies are timely and that SLAs are being met and/or exceeded with a focus on proactive service delivery
• To lead, inspire and motivate a diverse team of Service Desk Analysts; ensuring that they are adequately resourced, prepared, motivated, and utilised to help achieve key CTP business outcomes.
• To take responsibility for line management, recruitment and training, work that will include 1-2-1s, performance development reviews and general people management activities such as the organisation of annual leave, sickness, and performance.
• To work closely with colleagues and your line manager to ensure departmental processes are fit for purpose, the role will involve request fulfilment and incident, problem, change, event, knowledge, and major incident management, all in conjunction with ITIL best practice.

Personal and Professional Skills:

• Hold at least one-year experience in an IT Service Desk / IT Support role, or managing an IT Service Desk
• Strong understanding of ITIL is essential.
• Ability to analyse IT functions, existing structures and processes, including experience of implementing new functions, structures and processes.
• Have a solid understanding of workflow management, and the ability to articulate the value of effective processes and procedures.
• Have a background in the management of critical success factors, key performance indicators and service level agreements.
• A working knowledge of service management software and tools, including their configuration and customisation.
• Have a strong customer service focus, excellent stakeholder relationship skills, experience of acting as an escalation point and a thorough understanding of what it takes to deliver an exceptional service to demanding customers.
• Experience of making continuous improvements and possess team-working, planning, organisational, multitasking and problem-solving skills.
• A background in coaching, developing, and training new staff members in either a customer service or IT discipline is essential.

Must have proven experience and ability to:

• Proven previous working experience as a Lead IT manager or Head of IT
• Excellent knowledge of technical management, information analysis and of computer hardware/software systems.
• Previous experience analysing IT function effectiveness and aligning business operations.
• Hands-on experience with computer networks, network administration and network installation.
• Ability to manage IT service desk and networking functions to optimise efficiency and outcomes.
• Worked to defined SLAs.
• Worked with a service management framework (ITIL)
• Basic working knowledge of Cisco VoIP and Video Conferencing systems
• ITIL V4 Foundation certified.
• Subject Matter Expert in Incident and Service Request Management
• Basic working knowledge of Continual Service Improvement

Benefits:

• 10% Pension Contribution
• 25 days holiday plus bank holidays
• Tax-free childcare scheme
• Sickness income protection up to 75% of salary
• Extensive Benefits Package
• Vetting is required for this role, so a background check will be conducted.

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