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About The Role
We have an exciting opportunity for a Head of IT Operations to join our dynamic IT Team. Working directly for the CTO, this role oversees the delivery, operational efficiency, and excellence of the IT systems and services used by fee-earning and support staff to deliver high-quality legal services to our clients.
We need someone with hands-on expertise in running IT operations and leading teams, who is able to combine a strategic, pragmatic approach with practical experience whilst delivering technology services that fulfill our firm's business objectives.
The role involves leading a talented IT team of 16 people, managing the firm's technology infrastructure, and ensuring the security, performance, and availability of systems across our 10 offices and to our 900 employees.
The position is based in our Worcester office and is predominantly office-based.
Role Purpose
The core purpose of this role is to ensure the effective and secure delivery of business-critical IT services across the firm, supporting our legal teams and business services functions. You will play a key role in implementing the firm's IT strategy, delivering operational efficiencies, and fostering innovation to improve both client and fee earner efficiency and experience. You will also play an important role in the implementation of our five-year IT strategy.
Role and Responsibilities
Operational Management
* System Performance - Ensure all IT systems are reliable, secure, and optimized for performance.
* Service Delivery - Lead IT support functions to ensure the timely resolution of incidents and requests in line with agreed SLAs.
* Infrastructure - Manage and maintain the firm's IT infrastructure, including cloud environments, networks, and on-premise systems.
Leadership and Collaboration
* Team Leadership - Lead, mentor, and develop the IT Operations team to deliver high-quality services to fee earners and support staff.
* Stakeholder Engagement - Collaborate with internal stakeholders of varying seniority to understand business needs and ensure IT services meet their requirements.
* Supplier Management - Develop and manage relationships with external IT suppliers and service providers, ensuring the firm receives high-quality services.
Governance and Security
* Compliance - Ensure IT operations comply with industry regulations, including GDPR and SRA guidelines.
* Risk Management - Identify and mitigate risks related to IT systems, including processes.
* Policies - Develop and enforce IT policies and procedures to standardize practices across the firm.
Innovation and Strategy
* Continuous Improvement - Seek opportunities to enhance IT operations, leveraging technology to improve efficiency and service quality.
* Future-Proofing - Stay up-to-date with industry trends and emerging technologies to keep the firm ahead in its IT capabilities.
About You
Experience and Attributes
* IT Expertise - Strong experience managing IT operations within a professional services or legal environment.
* Leadership - A compassionate leader with excellent empathy skills and a proven ability to manage and inspire teams to achieve excellent results.
* Business-Focused - Deep understanding of the operational needs of a legal firm, with the ability to align IT services to support business priorities. Flexible and adaptable, capable of adjusting direction seamlessly when plans evolve.
* Financial Management - Experience of compiling and managing budgets, negotiating with suppliers, and reviewing and leveraging maximum value from contracts.
* Problem-Solver - Analytical thinker who thrives on identifying and solving operational challenges.
* Communicator - Strong communication skills, with the ability to communicate technical language in an easy-to-understand way to those outside of the technical team.
* Collaborator - A team player who works effectively with colleagues, stakeholders, and third-party providers.
Core Skills
* Extensive knowledge of IT infrastructure (VMware and Wintel), including networking (Fortinet), cloud environments (Azure), Database (Postgres and SQL), and storage solutions (Dell EMC Powerstores).
* Proficiency in ITIL service management frameworks.
* Familiarity with legal-specific systems both Case Management and Practice Management.
* Strong understanding of cybersecurity principles and regulatory compliance in a legal setting.
* Excellent organizational skills, with the ability to manage multiple priorities and deliver results under pressure.
You will also need a full driving license and car to visit our offices as required.
Benefits of Working With Us:
• Scottish Widows Pension Scheme
• 27 days annual leave (plus public holidays)
• Bonus scheme
• Healthcare cash plan
• Electric vehicle scheme
• Happy People / Perks at Work benefits portal
• Cycle to Work scheme
• Life Assurance
• 1/3 gym membership contribution
• Flu vaccinations
As HCR is an equal opportunities employer, we don't just accept differences; we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognizes and nurtures talent, and which works together to achieve the best outcome for our clients.
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