IT Operations Manager - Hounslow, United Kingdom - IAG Tech

Description

Purpose of the role

• Delivery and ownership of the key ITIL operational processes (Incident, Problem, Change and Request)
• Service restoration for all incidents and degradations in service, focus on compliance with SLAs.
• Problem resolution and Root Cause, strong focus on continual improvement internally and with MSPs
• Drive successful change management across the Cargo organisation

Accountabilities

Working in partnership with IAG Cargo IT and the business teams to:

• Ensure the service delivery remains aligned to business needs through engaging with key stakeholders to understand and shape business requirements for the short and long term
• Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements
• Take a strategic angle to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement
• Track and report on all services being delivered and align with the Service Management team to assess supplier performance
• Take the lead in ensuring all services have the robust support model to be able to provide the business requirement
• Deputise for Head of Service Operations where appropriate

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Key Stakeholders

External:

• Third-party strategic partners and key solution suppliers

Internal:

• IAG Cargo IT Senior Leadership Team (SLT)
• Senior managers/customers from across the Cargo business areas
• IAG Cargo IT colleagues

Qualifications

• Educated to degree level or equivalent experience

Desired qualifications

• ITIL qualification

Skills

• Deep understanding of service value for customers and driving continuous service improvements.
• Initiates and manages change to help shape the future direction of IAG Tech and organisation.
• Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
• Demonstrates and applies a deep understanding of third-party supplier management principles.
• Excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience
• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
• Fluent written and spoken English

Experience

• Experience of leading a global 24x7 service offering
• Strong experience of delivering critical IT services in an operational environment
• Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
• Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
• Proven experience of dealing with diverse supplier framework
• Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers
• Experience of operating across multiple countries and cultures is desirable, but not essential