Head of Information Technology Operations
Make UK Birmingham, England, United Kingdom
Job Title: Head of IT Service Operations
Working Arrangement: One Day Per Week On-Site in Aston, Birmingham
Working Hours: Full time
Remuneration: Competitive salaries and excellent benefits including up to one day's paid leave each year to undertake volunteering opportunities
Make UK is the UK’s leading trade body for the manufacturing and engineering sector. Collectively we represent 20,000 companies of all sizes, from start-ups to multinationals, across engineering, manufacturing, technology and the wider industrial sector. Everything we do is designed to help British manufacturers compete, innovate and grow.
This position will sit within the IT Operations arm of the business, you will work to provide seamless and efficient IT Services, coordinating with internal and external stakeholders, Vendors and IT Partners. Within this role you will also oversee IT Risk Management, Security Compliance, and Maintenance of Security Accreditations and Cyber Essentials Plus.
Role Responsibilities:
* Ensure all business units receive consistent, high-quality IT support
* Regular spot checks on IT tickets and calls to ensure compliance and efficiency
* Minimise IT downtime and disruptions
* Identify and implement improvements to the IT service function, including root cause analysis of reoccurring IT issues through data analysis
* Fast response times and thorough root cause investigations
* Strong collaboration and accountability with outsourced IT providers
* Well-documented, efficient, and aligned with best practices
* Proactive engagement and continuous service improvements
* Regular updates on IT performance and trends
* Identify and mitigate potential IT service risks
* Align IT projects with business needs and priorities
* Cyber Essentials Plus accreditation is maintained to ensure ongoing security compliance and adherence to best practices
* BS ISO 9001 readiness – Conduct gap analysis and implement measures to meet certification standards
Required Qualifications and Experience:
* Proven experience in IT service operations management, preferably in an outsourced environment
* Experience in managing an IT service desk (in-house or for an MSP) and demonstrated service improvements
* Strong knowledge of incident, change, and problem management
* Experience in vendor and contract management with IT service providers
* Strong knowledge of ITIL framework and best practices
* Experience managing major incidents and escalations
* Responsibility for managing successful IT projects
* Familiarity with Cyber Essentials Plus and ISO 9001 certification requirements
The ideal candidate will be a highly accountable senior leader, adept at managing multiple priorities independently. They are self-motivated, results-driven, and consistently deliver with autonomy and reliability, requiring no oversight or follow-ups.
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