IT Operations Manager

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Southend Borough Council is a unitary authority based in the heart of the town centre offering traditional seaside living that makes it a great place to live and work. This diverse and busy town has great public parks and leisure activities, competitive house pricing and excellent travel links.

The ICT department are currently going through a transformation and modernisation journey to achieve the 2050 vision of transforming Southend into a Smart City. The ICT function is at the centre of delivering new and innovative services to both the residents and visitors of the Borough. The Council are transforming to a new, future proofed ICT organisation which will offer improved quality of business and IT engagement with colleagues and customers. The ICT department aim to be customer centric, agile in delivery and viewed as Trusted advisors providing thought leadership and design thinking.

To achieve this the Council are looking to appoint a self-starting, motivated and ambitious IT Operations Manager to lead, inspire and mentor a team of talented IT professionals including Service Desk and Operations Support resources.

Your new role
In your new role you will lead the service delivery aspects of the council’s infrastructure and support services. This will include taking ownership of Incident, Problem, Change, Service Request & Escalation processes. Your job will be to ensure consistently high levels of performance are achieved in these areas, ensuring service improvement activities are carried out regularly and maintained. You will champion customer service and support in projects that encourage the development of these processes.

Your role will also entail driving internal and third-party service reviews that cover performance, service improvements, quality and processes, in order to maintain high confidence levels from the user population. Furthermore, you will manage the client computing environment to ensure that laptops, PCs and other access devices are built and maintained to high standards of performance whilst ensuring that patching and anti-virus updates are carried out promptly.

What you'll need to succeed
Your extensive experience in IT Operations/Service management and knowledge of improvement plans, managing contracts, vendors and 3rd parties, will see you excel in this pivotal role.

Your understanding of Service Desk, Service Delivery and IT Service Management, preferably within an ITIL environment, as well as your proven track record of influencing senior level management and stakeholders, will also be required to see you succeed in your new job.

What you'll get in return
This position offers a competitive salary of £50,468 and all the tools to help you perform the role to the best of your ability. When joining Southend Borough Council, you can enjoy a range of benefits including: flexible working, salary sacrifice scheme and excellent training and development opportunities. 23 days annual leave plus an excellent pension scheme. A full list of benefits can be viewed on the Southend Council–Hays website.

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