Job Description

Service and Operations Manager | 3 days a week on site | Cambridge

The successful candidate will lead a service focussed approach to service delivery, monitoring, and support, based upon the ITIL process framework.

Core responsibilities

• This role is 50% managerial in terms of service delivery and the remaining 50% technical support and consulting. Thus, a background in both is required.
• Leading and managing the company service, support and infrastructure team providing services to both internal and external clients.
• Offers exemplary customer service, including maintaining customer relationships and ensuring service availability and taking care of any customer concerns or complaints quickly and professionally
• Responsible for regular audits and compliance governance. Mitigate any risks.
• Responsible for infrastructure security monitoring, reporting, and removing any vulnerabilities.
• Continuity of IT services, covering all SaaS and laaS solutions for both internal and external customers.
• Management of external 3rd party vendors and IT service providers to ensure they deliver value and service availability measured against robust KPIs.
• Commercial contract negotiation and management ensuring all OLA\'s and SLA\'s are adhered to and improved
• Manages incidents and problems in line with the ITIL 4 practices ensuring continuous improvement techniques are applied

• Essential

• Technically proficient to be hands on in resolving issues (LAN, WAN\'s, Desktop, and server environments)
• Service accreditation either from Isaca and or ITIL
• Continual service improvement. Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions
• Supplier Management experience
• Strong presentation, interpersonal and communication skills
• Clear verbal and written communication skills
• Strong planning and organisational skills
• Technical skills in cloud-based software design and development incorporating AWS, Azure & Google Workspace plus other class-leading cloud applications
• Desirable

• AWS hosting experience
• A minimum of 5 years\' experience in IT Service Delivery or Service Management

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