This is a key leadership role within the IT and Change function, responsible for overall operation and governance of the IT department and reporting directly to the group IT Director.
You will be responsible for defining policy, process and working practices and for ensuring an effective IT Support service to the Group.
A full-time post, working 37.5 hours per week Monday to Friday. Remote working, but occasional requirement to attend a site office.
Responsibilities include:
IT Service Delivery
Establishing, configuring and providing adoption assurance for service tooling
Oversight and co-ordination of incidents and requests on behalf of engineers within each subsidiary
Build relationships with senior leaderships within Group companies
Providing service reporting to senor leadership within each business
Delivery of Key IT Processes, in line with ISO27001 and ITIL, including:
Incident and Major Incident
Change Control
Access Control
Disaster Recovery Test Scheduling and Reporting
Service Desk Management
Information Security Audit
Capacity management
Vulnerability Management
Asset Management and SAM
Knowledgebase Management
Chairs the Businesses Monthly Governance meetings
Liaises with Group and subsidiary compliance teams to enable ongoing review of controls
Delivers the Group IT Risk Treatment Plan, updated the IT risk Register accordingly
Governance of MS Teams and SharePoint
Manages Vendors and Suppliers in line with the Group Supplier policy
Profile: Skills, experience, education
Skills
Strong technical awareness without being an expert
Excellent verbal, written, organisational communication skills
Strong background in ISO27001 and ITIL
Service leadership
Able to lead and mentor others who are not direct reports
Able to build relationships and engage with senior stakeholders
Customer service oriented
Knowledge of DR techniques and technologies
Strong awareness and experience of implementing IT Service management tools
Experience
5 years (or able to demonstrate excellent experience) of managing an IT Operation / Service Desk
Experience of working in a multi subsidiary business desirable
Experience of working within regulated industries preferred
Qualifications – Essential
Degree or equivalent
ITIL V4 Foundation
Qualifications – Desirable
ITIL V4 Create, Deliver, Support
ISO27001 Auditor
Formal training in people leadership
Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.
We offer an unrivalled benefits package including flexible working arrangements, enhanced maternity & paternity, private medical insurance, medical cash plan, company sick pay, 5% matched pension, up to 27 days paid holiday (subject to length of service increments) plus bank holidays on top and option to top up by 5 days per year through our flexible leave scheme.
Kuro Health actively promotes equality of opportunity for all. We welcome applications from a wide range of candidates with the right mix of talent, skills and potential.
Sep 08, 2023
Full time
This is a key leadership role within the IT and Change function, responsible for overall operation and governance of the IT department and reporting directly to the group IT Director.
You will be responsible for defining policy, process and working practices and for ensuring an effective IT Support service to the Group.
A full-time post, working 37.5 hours per week Monday to Friday. Remote working, but occasional requirement to attend a site office.
Responsibilities include:
IT Service Delivery
Establishing, configuring and providing adoption assurance for service tooling
Oversight and co-ordination of incidents and requests on behalf of engineers within each subsidiary
Build relationships with senior leaderships within Group companies
Providing service reporting to senor leadership within each business
Delivery of Key IT Processes, in line with ISO27001 and ITIL, including:
Incident and Major Incident
Change Control
Access Control
Disaster Recovery Test Scheduling and Reporting
Service Desk Management
Information Security Audit
Capacity management
Vulnerability Management
Asset Management and SAM
Knowledgebase Management
Chairs the Businesses Monthly Governance meetings
Liaises with Group and subsidiary compliance teams to enable ongoing review of controls
Delivers the Group IT Risk Treatment Plan, updated the IT risk Register accordingly
Governance of MS Teams and SharePoint
Manages Vendors and Suppliers in line with the Group Supplier policy
Profile: Skills, experience, education
Skills
Strong technical awareness without being an expert
Excellent verbal, written, organisational communication skills
Strong background in ISO27001 and ITIL
Service leadership
Able to lead and mentor others who are not direct reports
Able to build relationships and engage with senior stakeholders
Customer service oriented
Knowledge of DR techniques and technologies
Strong awareness and experience of implementing IT Service management tools
Experience
5 years (or able to demonstrate excellent experience) of managing an IT Operation / Service Desk
Experience of working in a multi subsidiary business desirable
Experience of working within regulated industries preferred
Qualifications – Essential
Degree or equivalent
ITIL V4 Foundation
Qualifications – Desirable
ITIL V4 Create, Deliver, Support
ISO27001 Auditor
Formal training in people leadership
Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.
We offer an unrivalled benefits package including flexible working arrangements, enhanced maternity & paternity, private medical insurance, medical cash plan, company sick pay, 5% matched pension, up to 27 days paid holiday (subject to length of service increments) plus bank holidays on top and option to top up by 5 days per year through our flexible leave scheme.
Kuro Health actively promotes equality of opportunity for all. We welcome applications from a wide range of candidates with the right mix of talent, skills and potential.
This the opportunity for an experienced IT Manager/ Head of IT to step into a newly created role with a fast-growing and dynamic technology business based in central Manchester. Within this role you will work alongside upper IT Management to deliver on process implementations and full rationalisation of technology as well as creating a catalogue of service and leading internal IT operations. Client Details This is an award-winning technology business that care for their employees. They are a fast growing successful technology business with significant financial backing, they strive to create an environment to work in that is dynamic and supportive. The Head of IT position is a newly created opportunity which would be perfect for an IT Manager who is ready to take the leap in their next career or a Head of IT that wants a change of scenery; this is the opportunity for you to make a difference and secure a role where you can make an impact. Description Head of IT will assume diverse responsibilities, including but not limited to: Lead the internal review of all applications and systems; encompassing full rationalisation of the technology landscape with the support of upper management Take responsibility for vendors and spend review e.g. documentations and licences for a consolidation review of budget. In this role the chosen candidate will be a stakeholder, meaning the ownership of IT budget falls within this remit Within this role is the opportunity to recruit, hire and train members of staff. Liaise closely with the security team Take part in the 3rd party ERP/CRM selection. Begin to implement ITIL processes (Change, request Introduce best practice and governance in line with business needs. Responsible for creating a service catalogue. Ensure documentation and compliance is in line with company standards Profile The Head of IT should possess the following: Demonstrated expertise in IT management, ideally rooted in an Infrastructure/Support Services domain. Proficiency in technical management, skilled in information analysis, and a comprehensive familiarity with computer hardware and software systems, including CRM and ERP platforms. A robust grasp of project management principles, enabling effective oversight of IT initiatives and endeavours. Prior experience in small to medium-sized enterprises (SMEs), coupled with the ability to communicate proficiently with stakeholders across all organisational levels. Experience with these key technologies: M365 (Exchange, Teams, SharePoint) , Azure AD (Entra ID), InTune (MDM, MS Defender) Proven track record in implementing processes and establishing frameworks to streamline operations and optimise organisational efficiency (e.g. ITIL, governance and compliance) Job Offer A competitive salary range of £70,000 - £78,000 per annum Annual bonus scheme Comprehensive private medical coverage 25 days of annual leave, with increments tied to tenure Standard pension plan Life assurance coverage at four times your annual salary A nurturing and inclusive workplace environment The chance to be part of a pioneering force in the Technology sector in Manchester This is the opportunity to enhance your leadership capabilities and step into a role where you will truly make a difference. If you feel that you could be a good fit for this opportunity, click apply and we will be eagerly awaiting your CV!
Apr 26, 2024
Full time
This the opportunity for an experienced IT Manager/ Head of IT to step into a newly created role with a fast-growing and dynamic technology business based in central Manchester. Within this role you will work alongside upper IT Management to deliver on process implementations and full rationalisation of technology as well as creating a catalogue of service and leading internal IT operations. Client Details This is an award-winning technology business that care for their employees. They are a fast growing successful technology business with significant financial backing, they strive to create an environment to work in that is dynamic and supportive. The Head of IT position is a newly created opportunity which would be perfect for an IT Manager who is ready to take the leap in their next career or a Head of IT that wants a change of scenery; this is the opportunity for you to make a difference and secure a role where you can make an impact. Description Head of IT will assume diverse responsibilities, including but not limited to: Lead the internal review of all applications and systems; encompassing full rationalisation of the technology landscape with the support of upper management Take responsibility for vendors and spend review e.g. documentations and licences for a consolidation review of budget. In this role the chosen candidate will be a stakeholder, meaning the ownership of IT budget falls within this remit Within this role is the opportunity to recruit, hire and train members of staff. Liaise closely with the security team Take part in the 3rd party ERP/CRM selection. Begin to implement ITIL processes (Change, request Introduce best practice and governance in line with business needs. Responsible for creating a service catalogue. Ensure documentation and compliance is in line with company standards Profile The Head of IT should possess the following: Demonstrated expertise in IT management, ideally rooted in an Infrastructure/Support Services domain. Proficiency in technical management, skilled in information analysis, and a comprehensive familiarity with computer hardware and software systems, including CRM and ERP platforms. A robust grasp of project management principles, enabling effective oversight of IT initiatives and endeavours. Prior experience in small to medium-sized enterprises (SMEs), coupled with the ability to communicate proficiently with stakeholders across all organisational levels. Experience with these key technologies: M365 (Exchange, Teams, SharePoint) , Azure AD (Entra ID), InTune (MDM, MS Defender) Proven track record in implementing processes and establishing frameworks to streamline operations and optimise organisational efficiency (e.g. ITIL, governance and compliance) Job Offer A competitive salary range of £70,000 - £78,000 per annum Annual bonus scheme Comprehensive private medical coverage 25 days of annual leave, with increments tied to tenure Standard pension plan Life assurance coverage at four times your annual salary A nurturing and inclusive workplace environment The chance to be part of a pioneering force in the Technology sector in Manchester This is the opportunity to enhance your leadership capabilities and step into a role where you will truly make a difference. If you feel that you could be a good fit for this opportunity, click apply and we will be eagerly awaiting your CV!
Job Title: Major Incident Manager/ITSM Process lead Location: London, UK Work Mode: Remote (When required need to travel to Mphasis London office) Years of Experience Needed: - Candidate should have 7+ years of in Incident management along with Change and other reporting module. Technical Skill: - Strong communication, interpersonal and presentation skills for working with teams at all levels including client stakeholders. Prior experience of Major Incident and other ITSM processes Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules. Excellent leadership skills and ability to collaborate with team members. Experience of working with teams in India. Ability to analyse a high volume of technical data and work in a fast-paced environment. Strong problem solving, analytical, and time management skills. Ability to work to deadlines including attention to detail and multitasking skills Non-Technical Skill: Providing high quality, professional major incident management as part of a 24x7, 365 Major Incident Management team. Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the Mphasis strategic direction and customers' needs and engage other vendors/suppliers to support. Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders both within Mphasis, Client and 3rd Parties. Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders. Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management. Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement. Supporting and nurturing process improvements and knowledge base improvements Contributing to the objectives of the wider Service Management and Operations team. Certification: - ITIL Foundation Certification
Apr 26, 2024
Full time
Job Title: Major Incident Manager/ITSM Process lead Location: London, UK Work Mode: Remote (When required need to travel to Mphasis London office) Years of Experience Needed: - Candidate should have 7+ years of in Incident management along with Change and other reporting module. Technical Skill: - Strong communication, interpersonal and presentation skills for working with teams at all levels including client stakeholders. Prior experience of Major Incident and other ITSM processes Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules. Excellent leadership skills and ability to collaborate with team members. Experience of working with teams in India. Ability to analyse a high volume of technical data and work in a fast-paced environment. Strong problem solving, analytical, and time management skills. Ability to work to deadlines including attention to detail and multitasking skills Non-Technical Skill: Providing high quality, professional major incident management as part of a 24x7, 365 Major Incident Management team. Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the Mphasis strategic direction and customers' needs and engage other vendors/suppliers to support. Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders both within Mphasis, Client and 3rd Parties. Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders. Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management. Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement. Supporting and nurturing process improvements and knowledge base improvements Contributing to the objectives of the wider Service Management and Operations team. Certification: - ITIL Foundation Certification
This the opportunity for an experienced IT Manager/ Head of IT to step into a newly created role with a fast-growing and dynamic technology business based in central Manchester. Within this role you will work alongside upper IT Management to deliver on process implementations and full rationalisation of technology as well as creating a catalogue of service and leading internal IT operations. Client Details This is an award-winning technology business that care for their employees. They are a fast growing successful technology business with significant financial backing, they strive to create an environment to work in that is dynamic and supportive. The Head of IT position is a newly created opportunity which would be perfect for an IT Manager who is ready to take the leap in their next career or a Head of IT that wants a change of scenery; this is the opportunity for you to make a difference and secure a role where you can make an impact. Description Head of IT will assume diverse responsibilities, including but not limited to: Lead the internal review of all applications and systems; encompassing full rationalisation of the technology landscape with the support of upper management Take responsibility for vendors and spend review e.g. documentations and licences for a consolidation review of budget. In this role the chosen candidate will be a stakeholder, meaning the ownership of IT budget falls within this remit Within this role is the opportunity to recruit, hire and train members of staff. Liaise closely with the security team Take part in the 3rd party ERP/CRM selection. Begin to implement ITIL processes (Change, request Introduce best practice and governance in line with business needs. Responsible for creating a service catalogue. Ensure documentation and compliance is in line with company standards Profile The Head of IT should possess the following: Demonstrated expertise in IT management, ideally rooted in an Infrastructure/Support Services domain. Proficiency in technical management, skilled in information analysis, and a comprehensive familiarity with computer hardware and software systems, including CRM and ERP platforms. A robust grasp of project management principles, enabling effective oversight of IT initiatives and endeavours. Prior experience in small to medium-sized enterprises (SMEs), coupled with the ability to communicate proficiently with stakeholders across all organisational levels. Experience with these key technologies: M365 (Exchange, Teams, SharePoint) , Azure AD (Entra ID), InTune (MDM, MS Defender) Proven track record in implementing processes and establishing frameworks to streamline operations and optimise organisational efficiency (e.g. ITIL, governance and compliance) Job Offer A competitive salary range of 70,000 - 78,000 per annum Annual bonus scheme Comprehensive private medical coverage 25 days of annual leave, with increments tied to tenure Standard pension plan Life assurance coverage at four times your annual salary A nurturing and inclusive workplace environment The chance to be part of a pioneering force in the Technology sector in Manchester This is the opportunity to enhance your leadership capabilities and step into a role where you will truly make a difference. If you feel that you could be a good fit for this opportunity, click apply and we will be eagerly awaiting your CV!
Apr 26, 2024
Full time
This the opportunity for an experienced IT Manager/ Head of IT to step into a newly created role with a fast-growing and dynamic technology business based in central Manchester. Within this role you will work alongside upper IT Management to deliver on process implementations and full rationalisation of technology as well as creating a catalogue of service and leading internal IT operations. Client Details This is an award-winning technology business that care for their employees. They are a fast growing successful technology business with significant financial backing, they strive to create an environment to work in that is dynamic and supportive. The Head of IT position is a newly created opportunity which would be perfect for an IT Manager who is ready to take the leap in their next career or a Head of IT that wants a change of scenery; this is the opportunity for you to make a difference and secure a role where you can make an impact. Description Head of IT will assume diverse responsibilities, including but not limited to: Lead the internal review of all applications and systems; encompassing full rationalisation of the technology landscape with the support of upper management Take responsibility for vendors and spend review e.g. documentations and licences for a consolidation review of budget. In this role the chosen candidate will be a stakeholder, meaning the ownership of IT budget falls within this remit Within this role is the opportunity to recruit, hire and train members of staff. Liaise closely with the security team Take part in the 3rd party ERP/CRM selection. Begin to implement ITIL processes (Change, request Introduce best practice and governance in line with business needs. Responsible for creating a service catalogue. Ensure documentation and compliance is in line with company standards Profile The Head of IT should possess the following: Demonstrated expertise in IT management, ideally rooted in an Infrastructure/Support Services domain. Proficiency in technical management, skilled in information analysis, and a comprehensive familiarity with computer hardware and software systems, including CRM and ERP platforms. A robust grasp of project management principles, enabling effective oversight of IT initiatives and endeavours. Prior experience in small to medium-sized enterprises (SMEs), coupled with the ability to communicate proficiently with stakeholders across all organisational levels. Experience with these key technologies: M365 (Exchange, Teams, SharePoint) , Azure AD (Entra ID), InTune (MDM, MS Defender) Proven track record in implementing processes and establishing frameworks to streamline operations and optimise organisational efficiency (e.g. ITIL, governance and compliance) Job Offer A competitive salary range of 70,000 - 78,000 per annum Annual bonus scheme Comprehensive private medical coverage 25 days of annual leave, with increments tied to tenure Standard pension plan Life assurance coverage at four times your annual salary A nurturing and inclusive workplace environment The chance to be part of a pioneering force in the Technology sector in Manchester This is the opportunity to enhance your leadership capabilities and step into a role where you will truly make a difference. If you feel that you could be a good fit for this opportunity, click apply and we will be eagerly awaiting your CV!
You will build and lead a new Digital Support Centre of Excellence (CoE). This new CoE will define the support strategies, models and ways of working to ensure that the Digital platforms are supported by high quality service delivery and continuously drive performance. Benefits Include: Hybrid Working (3 days office based) Car / Allowance Bonus Flexible benefits package I am keen to talk to any support managers with solid experience of the SDLC, API's / Web App integration & ITIL, specifically having been responsible for all levels of support, Incident Management, Vendor Management, Risk, The Role: Reporting to the Director of Technology, and working with other CoE leads, you will be a key part of the Digital Technology leadership group to ensure delivery of a clear technology strategy aligned to the corporate vision. Line manage a team including performance management and the development and retention of the team. Resource, recruit and operate a new Digital Support CoE to include capabilities around service and incident management, vendor management, 1st line and 2nd line support Create service strategy for digital technologies to include; service levels, incident prioritisation and resolution times, major incident management framework, business/vendor/partner escalation paths Ensure 24:7 support for critical systems, environments through internal teams or third party partners. Ensure necessary escalation, management and communication of all critical issues and subsequent review processes Establish clear processes and strategies, alongside the Senior Digital Testing Manager and Head of Engineering, for the safe and efficient handover of code from product and project teams into support operations including Operational Acceptance Testing Create a vendor management capability, working across all Digital CoEs to monitor, govern and drive vendor and partner performance Experience required: Demonstrable experience in a product support environment for large scale company or service provider Knowledge of Software Delivery Lifecycle and the role of support teams within that process Experience of managing and coordinating internal and third party partners to agreed support strategies and service levels Vendor management knowledge and experience ITIL / ITSM v3 Certification desired Experience of support operation across a range of core technologies Web App Integration's and APIs This is an excellent opportunity to create a digital centre excellence for an organisation with over 40000 users.
Apr 26, 2024
Full time
You will build and lead a new Digital Support Centre of Excellence (CoE). This new CoE will define the support strategies, models and ways of working to ensure that the Digital platforms are supported by high quality service delivery and continuously drive performance. Benefits Include: Hybrid Working (3 days office based) Car / Allowance Bonus Flexible benefits package I am keen to talk to any support managers with solid experience of the SDLC, API's / Web App integration & ITIL, specifically having been responsible for all levels of support, Incident Management, Vendor Management, Risk, The Role: Reporting to the Director of Technology, and working with other CoE leads, you will be a key part of the Digital Technology leadership group to ensure delivery of a clear technology strategy aligned to the corporate vision. Line manage a team including performance management and the development and retention of the team. Resource, recruit and operate a new Digital Support CoE to include capabilities around service and incident management, vendor management, 1st line and 2nd line support Create service strategy for digital technologies to include; service levels, incident prioritisation and resolution times, major incident management framework, business/vendor/partner escalation paths Ensure 24:7 support for critical systems, environments through internal teams or third party partners. Ensure necessary escalation, management and communication of all critical issues and subsequent review processes Establish clear processes and strategies, alongside the Senior Digital Testing Manager and Head of Engineering, for the safe and efficient handover of code from product and project teams into support operations including Operational Acceptance Testing Create a vendor management capability, working across all Digital CoEs to monitor, govern and drive vendor and partner performance Experience required: Demonstrable experience in a product support environment for large scale company or service provider Knowledge of Software Delivery Lifecycle and the role of support teams within that process Experience of managing and coordinating internal and third party partners to agreed support strategies and service levels Vendor management knowledge and experience ITIL / ITSM v3 Certification desired Experience of support operation across a range of core technologies Web App Integration's and APIs This is an excellent opportunity to create a digital centre excellence for an organisation with over 40000 users.
This exciting IT Service Manager role requires a professional adept at overseeing and improving IT service processes within the Business and Professional Services industry, based in Leeds. The candidate should be skilled in delivering high-quality technology solutions, managing IT service teams, and taking ownership of projects and vendors. Client Details The organisation that we represent put people at the heart of what they do, breaking down barriers to create a positive social impact. With strong themes of "tech for good" this company works in a host of different industries from public sector, retail and humanitarian aid to provide people with accessibility. Recognised at the Global Impact Awards this organisations makes extraordinary difference to society. Due to the scale of this global operations a vast range of the IT function is outsourced, they have an extremely modern techstack and are looking for an IT Service Manager to lead this operation as well as spearhead projects to align with their growth trajectory. Description The successful IT Service Manager will be responsible for the following but, not limited to: Directing and managing the IT service team across the globe, including development, Infrastructure, Service Desk, Network Support Enhancing and Spearheading IT service processes and implementing improvements Working closely with Group IT Director and the C-suite, to reach a common goal Ensuring high-quality IT service delivery and improvements to seasoned ITIL practices Take lead of big upcoming projects Developing and maintaining a strong relationship with internal and external company stakeholders Contributing to the strategic planning of the technology department Profile The successful IT Service Manager should have knowledge on the following: Extensive and expansive knowledge of problem-solving to navigate issues from P1 incidents to password changes. Experience in managing, IT service teams with patience and strong communication Proficiency in IT service management frameworks Strong communication and stakeholder management skills Ability to manage and deliver large projects on time and within budget Adaptability is key, this is an ever-changing role where you will ultimately wear multiple hats and gain the opportunity to gain experience in multiple areas of the IT function Job Offer An estimated salary range of 40,000 - 55,000 per annum A comprehensive benefits package Opportunity to work in a vibrant, forward-thinking and fast-paced environment Generous holiday leave Regular opportunities for career progression within the Business Services industry If you're an IT Service Manager looking for a new challenge in Leeds, we encourage you to apply today. Be part of an innovative team dedicated to excellence in the Business Services industry.
Apr 26, 2024
Full time
This exciting IT Service Manager role requires a professional adept at overseeing and improving IT service processes within the Business and Professional Services industry, based in Leeds. The candidate should be skilled in delivering high-quality technology solutions, managing IT service teams, and taking ownership of projects and vendors. Client Details The organisation that we represent put people at the heart of what they do, breaking down barriers to create a positive social impact. With strong themes of "tech for good" this company works in a host of different industries from public sector, retail and humanitarian aid to provide people with accessibility. Recognised at the Global Impact Awards this organisations makes extraordinary difference to society. Due to the scale of this global operations a vast range of the IT function is outsourced, they have an extremely modern techstack and are looking for an IT Service Manager to lead this operation as well as spearhead projects to align with their growth trajectory. Description The successful IT Service Manager will be responsible for the following but, not limited to: Directing and managing the IT service team across the globe, including development, Infrastructure, Service Desk, Network Support Enhancing and Spearheading IT service processes and implementing improvements Working closely with Group IT Director and the C-suite, to reach a common goal Ensuring high-quality IT service delivery and improvements to seasoned ITIL practices Take lead of big upcoming projects Developing and maintaining a strong relationship with internal and external company stakeholders Contributing to the strategic planning of the technology department Profile The successful IT Service Manager should have knowledge on the following: Extensive and expansive knowledge of problem-solving to navigate issues from P1 incidents to password changes. Experience in managing, IT service teams with patience and strong communication Proficiency in IT service management frameworks Strong communication and stakeholder management skills Ability to manage and deliver large projects on time and within budget Adaptability is key, this is an ever-changing role where you will ultimately wear multiple hats and gain the opportunity to gain experience in multiple areas of the IT function Job Offer An estimated salary range of 40,000 - 55,000 per annum A comprehensive benefits package Opportunity to work in a vibrant, forward-thinking and fast-paced environment Generous holiday leave Regular opportunities for career progression within the Business Services industry If you're an IT Service Manager looking for a new challenge in Leeds, we encourage you to apply today. Be part of an innovative team dedicated to excellence in the Business Services industry.
As BES Utilities continues its exciting growth in 2024, we have a new and exciting position available for an IT Service Delivery Manager to join our growing IT shared services team, based predominantly within our offices in Fleetwood with some travel to our Manchester offices required. Reporting to the IT Director, the position is a key role within the group department as you will oversee the day to day 'Core' and 'Desktop' IT activities overseeing of a small team of 1st and 2nd line technicians. A full / clean UK diving license is required. Role and Responsibilities (but not limited to): Provide Personal Development Plans, Objectives and Appraisals to direct reports. Work with an outsourced IT Service Desk (our Partner) to coordinate tickets, calls, incidents, and problems and MI. Act as Incident Manager and Team Leader as needed to maintain SLAs and good IT services. Deliver (Lead on) the Desktop Equipment Refresh Programme (e.g. monitors, Laptops, mobile phones, printers, AV equipment) - align to Desktop Strategy and logistics with our IT Partner. Working with the IT senior team and independently observe the IT provisions, elicit feedback through surveys and conversations; make recommendation to support continual improvement. Help with day-to-day Contract and Supplier Management activities Manage the Service levels around some key systems such as EPOS / CRM / + UI experience / Utility Systems Contribute to service reporting, such as daily, weekly, and monthly Service level reports. Use actionable insights to work with IT SMT to drive forward improvements in service. Work with IT department to drive forward how the business moves to better collaborate, create, and consume MICROSFT products, including the future of TEAMS, Power Platform and all the other Microsoft Office and 365 tools. Take the lead on improving IT facilities in the UK offices, e.g. Printers, AV equipment, TMS systems, EPOS, Phones etc. Key Experience Required: Experience in a similar IT management role, ideally within an IT Service Desk environment. The ability to work in a fast-paced dynamic environment where priorities can change rapidly. Excellent Team Leadership and proven people management skills Hands-on IT Service Management: Demonstrable experience in managing a service desk or support team, with a strong foundation in ITIL practices. A proven track record in effectively applying, incident, problem and change management process to improve service delivery and customer satisfaction. Incident and Problem Resolution: experience in the rapid resolution of IT incidents and the management of complex problems, including effective escalation and coordination with IT and business stakeholders. Vendor and Supplier Management: Practical experience in managing relationships with technology vendors and third-party service providers, ensuring SLAs are met and contributing to the service desk's operational efficiency. Being an innovative and positive team player with excellent communication and service skills, confident in communicating technical issues to non-technical staff and managing the demands of non-IT staff and senior stakeholders Experience working with complex enterprise technologies, Microsoft Based Desktop Services, and data networks. Strong knowledge of supporting end users in contact centre, sales, or utilities operations environments. Qualifications / Skills Required: ITIL: Demonstrates understanding of IT Service Management practices based on the ITIL framework. Good working understanding of IT and technologies including cloud services, data networks, building and distributing desktop equipment, repairing, and resolving technical issues. Benefits: Working hours - Monday to Friday Buy / Sell Annual Leave Scheme Employee Assistance Programme (EAP) Access to Employee Health Scheme Career development Long Service Awards Employee Recognition Incentives Company events Career progression / promoting within Free tea & coffee Local discounts / benefits Be part of our future! If you would love to join us as our new IT Service Delivery Manager, we encourage you to find out more. Apply today!
Apr 23, 2024
Full time
As BES Utilities continues its exciting growth in 2024, we have a new and exciting position available for an IT Service Delivery Manager to join our growing IT shared services team, based predominantly within our offices in Fleetwood with some travel to our Manchester offices required. Reporting to the IT Director, the position is a key role within the group department as you will oversee the day to day 'Core' and 'Desktop' IT activities overseeing of a small team of 1st and 2nd line technicians. A full / clean UK diving license is required. Role and Responsibilities (but not limited to): Provide Personal Development Plans, Objectives and Appraisals to direct reports. Work with an outsourced IT Service Desk (our Partner) to coordinate tickets, calls, incidents, and problems and MI. Act as Incident Manager and Team Leader as needed to maintain SLAs and good IT services. Deliver (Lead on) the Desktop Equipment Refresh Programme (e.g. monitors, Laptops, mobile phones, printers, AV equipment) - align to Desktop Strategy and logistics with our IT Partner. Working with the IT senior team and independently observe the IT provisions, elicit feedback through surveys and conversations; make recommendation to support continual improvement. Help with day-to-day Contract and Supplier Management activities Manage the Service levels around some key systems such as EPOS / CRM / + UI experience / Utility Systems Contribute to service reporting, such as daily, weekly, and monthly Service level reports. Use actionable insights to work with IT SMT to drive forward improvements in service. Work with IT department to drive forward how the business moves to better collaborate, create, and consume MICROSFT products, including the future of TEAMS, Power Platform and all the other Microsoft Office and 365 tools. Take the lead on improving IT facilities in the UK offices, e.g. Printers, AV equipment, TMS systems, EPOS, Phones etc. Key Experience Required: Experience in a similar IT management role, ideally within an IT Service Desk environment. The ability to work in a fast-paced dynamic environment where priorities can change rapidly. Excellent Team Leadership and proven people management skills Hands-on IT Service Management: Demonstrable experience in managing a service desk or support team, with a strong foundation in ITIL practices. A proven track record in effectively applying, incident, problem and change management process to improve service delivery and customer satisfaction. Incident and Problem Resolution: experience in the rapid resolution of IT incidents and the management of complex problems, including effective escalation and coordination with IT and business stakeholders. Vendor and Supplier Management: Practical experience in managing relationships with technology vendors and third-party service providers, ensuring SLAs are met and contributing to the service desk's operational efficiency. Being an innovative and positive team player with excellent communication and service skills, confident in communicating technical issues to non-technical staff and managing the demands of non-IT staff and senior stakeholders Experience working with complex enterprise technologies, Microsoft Based Desktop Services, and data networks. Strong knowledge of supporting end users in contact centre, sales, or utilities operations environments. Qualifications / Skills Required: ITIL: Demonstrates understanding of IT Service Management practices based on the ITIL framework. Good working understanding of IT and technologies including cloud services, data networks, building and distributing desktop equipment, repairing, and resolving technical issues. Benefits: Working hours - Monday to Friday Buy / Sell Annual Leave Scheme Employee Assistance Programme (EAP) Access to Employee Health Scheme Career development Long Service Awards Employee Recognition Incentives Company events Career progression / promoting within Free tea & coffee Local discounts / benefits Be part of our future! If you would love to join us as our new IT Service Delivery Manager, we encourage you to find out more. Apply today!
Ref: WL45634 A highly successful IT and telecommunications services company based in Central London is looking for a communicative Helpdesk Engineer to join their busy team, to carry out a variety of technical and coordination tasks to meet customer requirements. This role is suitable for someone who can complete all the tasks in a professional and timely manner to ensure a very high level of customer experience. TYPE : Permanent, Full Time START : June 2024 WORKING DAYS: 35 hours per week, Mon-Fri 8:00-16:00 / 9:00-17:00 LOCATION : Central London SALARY : Up to £30,000 depending on experience BENEFIT: All travel expenses reimbursed(Zone1-6) HELPDESK ENGINEER RESPONSIBILITIES: • 1st and 2nd level troubleshooting with customers and assist them as their escalation point of contact through email, telephone and at customer office• Queuing management with IT support ticket system• Temporary or long-term customer support at their office, if required• Attending the meeting with the customer and develop good relationship with the customer• Hands-on PC support and initial kitting skills• Understand and detailed planning and designing for enterprise IT environment• IT element configuration including day-to-day service delivery• Proof of concept testing and acceptance testing• Vendor negotiation and control• Development and implementation for new features and services• Establish and cease PC/Server Security systems. Project and service delivery schedule management• Careful consideration to ensure profitable systems and implementation• Maintain secure operations and keep the environment tidy• Documented approach for implementation and modification• Periodical status report to line manager• Cover early shifts as a part of team rota Travel over the world for business purposes as and when required HELPDESK ENGINEER IDEAL CANDIDATE: • General administration and implementation skills on server environment• Wide knowledge and proficiency in PC software like Microsoft Windows 10/11/servers, MS Office and Antivirus software• General knowledge and experience in PC Hardware, Server and public clouds• Basic knowledge and experience of public clouds as like AWS and Azure• Basic knowledge about Microsoft Active Directory• The experience of design, installation and administration of AD and any clous is preferred• General knowledge and experience in NW Switch/Router/FW Products additionally are preferred• Any certification related to PCs, server, network, and ITIL an asset• Excellent written and verbal communication skill in English• Excellent written and verbal communication skill in Japanese is preferred• Ability to investigate and source answers to various email and telephony enquiries about technical issues• Proven customer service experience• Strong time management / multi-tasking & organisational skills• Strong work ethic• Accurate, organised and eye for detail; Reliable time keeping and attendance• Cheerful, outgoing and positive disposition• Solid administration background & a keenness to get involved & support all customer service areas in EMEA All applicants must have the right to work in the UK as the Company is not able to offer visa support. If your application is successful, you will be contacted within two business days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.
Apr 22, 2024
Full time
Ref: WL45634 A highly successful IT and telecommunications services company based in Central London is looking for a communicative Helpdesk Engineer to join their busy team, to carry out a variety of technical and coordination tasks to meet customer requirements. This role is suitable for someone who can complete all the tasks in a professional and timely manner to ensure a very high level of customer experience. TYPE : Permanent, Full Time START : June 2024 WORKING DAYS: 35 hours per week, Mon-Fri 8:00-16:00 / 9:00-17:00 LOCATION : Central London SALARY : Up to £30,000 depending on experience BENEFIT: All travel expenses reimbursed(Zone1-6) HELPDESK ENGINEER RESPONSIBILITIES: • 1st and 2nd level troubleshooting with customers and assist them as their escalation point of contact through email, telephone and at customer office• Queuing management with IT support ticket system• Temporary or long-term customer support at their office, if required• Attending the meeting with the customer and develop good relationship with the customer• Hands-on PC support and initial kitting skills• Understand and detailed planning and designing for enterprise IT environment• IT element configuration including day-to-day service delivery• Proof of concept testing and acceptance testing• Vendor negotiation and control• Development and implementation for new features and services• Establish and cease PC/Server Security systems. Project and service delivery schedule management• Careful consideration to ensure profitable systems and implementation• Maintain secure operations and keep the environment tidy• Documented approach for implementation and modification• Periodical status report to line manager• Cover early shifts as a part of team rota Travel over the world for business purposes as and when required HELPDESK ENGINEER IDEAL CANDIDATE: • General administration and implementation skills on server environment• Wide knowledge and proficiency in PC software like Microsoft Windows 10/11/servers, MS Office and Antivirus software• General knowledge and experience in PC Hardware, Server and public clouds• Basic knowledge and experience of public clouds as like AWS and Azure• Basic knowledge about Microsoft Active Directory• The experience of design, installation and administration of AD and any clous is preferred• General knowledge and experience in NW Switch/Router/FW Products additionally are preferred• Any certification related to PCs, server, network, and ITIL an asset• Excellent written and verbal communication skill in English• Excellent written and verbal communication skill in Japanese is preferred• Ability to investigate and source answers to various email and telephony enquiries about technical issues• Proven customer service experience• Strong time management / multi-tasking & organisational skills• Strong work ethic• Accurate, organised and eye for detail; Reliable time keeping and attendance• Cheerful, outgoing and positive disposition• Solid administration background & a keenness to get involved & support all customer service areas in EMEA All applicants must have the right to work in the UK as the Company is not able to offer visa support. If your application is successful, you will be contacted within two business days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.
About Ekco Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers' existing technology investments. In a few words, we take businesses to the cloud and back! We have over 600 highly talented and supportive colleagues (and counting) across a number of regional offices in Ireland, UK, Netherlands & Malaysia. About the role Reporting into the Head of Technical Operations, you will be responsible for management and planning all Network Infrastructure both internally and customer facing where Ekco provides services/support, including Local and Wide Area Networks. You will provide technical expertise, support and specialist advice in delivering operational infrastructure services. Also, you will have line management responsibilities for geographically spread team, ensuring they are appropriately skilled, and that resource is allocated to support the services Ekco provides and project work as required. Job Duties/Requirements of Role As the Ekco Networks Practice Lead you will play a key role in: Own the day-to-day support and management of Ekco's UK Network(s) service ensuring it is performant, available and that any interruptions to the service or business are minimised with Incidents, Request and changes resolved/fulfilled within a timely manner in line with their SLA's Provide technical oversight of the Networks supported, inputting to architectural decisions and acting as the technical design authority within Ekco's Services. Establish operational procedures to ensure that the Network Practice and other Practices work together seamlessly to support the business. Undertake technology life cycle management to ensure that all Network equipment is maintained and patched to current levels, owning a high-level plan for replacements to allow for budgetary forecasts. Own all tools required to manage the network, ensuring that these are properly managed, maintained and accessible to teams who need them to provide support. As an Ekco Practice Leader you will play a key role in: Driving a UK centric approach to delivering customer facing technical support. Actively promoting this approach. Taking ownership of your respective practice to ensure award winning service is delivered Leading by example ensuring your team and others are living up to the standards we all set Going above and beyond to deliver, not accepting just good service, good is not good enough only excellent will do. Constantly be looking for opportunities to improve the service we offer Working with other practice leaders to ensure no ticket/piece or work gets left behind Continually developing knowledge of industry best practice and standards Ensuring processes are followed and where processes don't exist helping to define them Ensuring SLA's and KPI's are hit for yours and your peers' practices, reporting weekly & monthly to demonstrate this Acting as Major Incident Manager as and when required on a rota (1/6) Regularly conducting 1-2-1s with the team ensuring each team member has objectives and a CDPs in place Acting as a single point of contact for presales activity in your respective practice, bring together resources to support sales activities. About You You will have: A strong customer focus, with an ability to continually anticipate and meet customers' needs excelling in communicating at all levels within a customer organisation. Nine or more years of experience in datacentre networks CCNP level certification, or alternative vendor equivalent Expert-level understanding of fundamental networking principles. Experience working with network software and hardware. Solid understanding of routing design (BGP, VRF, OSPF) Solid understanding of Layer-2 design. Experience of network security components (Firewall, IPS) Preferred knowledge of Cisco, Dell, HPE, Aruba, CX Palo Alto, F5 Experience of multiple different monitoring tools such as PRTG, Azure Monitor, SolarWinds, Logic Monitor to name just a few Ability to develop documented long term technical strategy aligned to the technical roadmap for Ekco services. Experience in supporting the growth of talented and skilled engineers while maintaining a highly engaged team Experience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification) Experience of managing a 24/7 technical support operations including management of an on-call rota The Desirables Understanding of Service Management best practices frameworks such as ITIL Knowledge of NSX would be a bonus Why Ekco Ekco are committed to cultivating an environment that promotes diversity, equity, inclusion and belonging We recognise the value of internal mobility and encourage opportunities for internal development & progression Flexible working with a family friendly focus are at the core of our company values Employee perks Time off - 25 days leave + public holidays x1 day Birthday leave per year Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice. Private Medical Healthcare with Bupa (post probation) Discounted Dental Insurance with Bupa (via salary sacrifice) Learning & development - Unlimited access to Udemy learning platform A lot of responsibilities & opportunities to grow (also internationally)
Aug 15, 2023
Full time
About Ekco Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers' existing technology investments. In a few words, we take businesses to the cloud and back! We have over 600 highly talented and supportive colleagues (and counting) across a number of regional offices in Ireland, UK, Netherlands & Malaysia. About the role Reporting into the Head of Technical Operations, you will be responsible for management and planning all Network Infrastructure both internally and customer facing where Ekco provides services/support, including Local and Wide Area Networks. You will provide technical expertise, support and specialist advice in delivering operational infrastructure services. Also, you will have line management responsibilities for geographically spread team, ensuring they are appropriately skilled, and that resource is allocated to support the services Ekco provides and project work as required. Job Duties/Requirements of Role As the Ekco Networks Practice Lead you will play a key role in: Own the day-to-day support and management of Ekco's UK Network(s) service ensuring it is performant, available and that any interruptions to the service or business are minimised with Incidents, Request and changes resolved/fulfilled within a timely manner in line with their SLA's Provide technical oversight of the Networks supported, inputting to architectural decisions and acting as the technical design authority within Ekco's Services. Establish operational procedures to ensure that the Network Practice and other Practices work together seamlessly to support the business. Undertake technology life cycle management to ensure that all Network equipment is maintained and patched to current levels, owning a high-level plan for replacements to allow for budgetary forecasts. Own all tools required to manage the network, ensuring that these are properly managed, maintained and accessible to teams who need them to provide support. As an Ekco Practice Leader you will play a key role in: Driving a UK centric approach to delivering customer facing technical support. Actively promoting this approach. Taking ownership of your respective practice to ensure award winning service is delivered Leading by example ensuring your team and others are living up to the standards we all set Going above and beyond to deliver, not accepting just good service, good is not good enough only excellent will do. Constantly be looking for opportunities to improve the service we offer Working with other practice leaders to ensure no ticket/piece or work gets left behind Continually developing knowledge of industry best practice and standards Ensuring processes are followed and where processes don't exist helping to define them Ensuring SLA's and KPI's are hit for yours and your peers' practices, reporting weekly & monthly to demonstrate this Acting as Major Incident Manager as and when required on a rota (1/6) Regularly conducting 1-2-1s with the team ensuring each team member has objectives and a CDPs in place Acting as a single point of contact for presales activity in your respective practice, bring together resources to support sales activities. About You You will have: A strong customer focus, with an ability to continually anticipate and meet customers' needs excelling in communicating at all levels within a customer organisation. Nine or more years of experience in datacentre networks CCNP level certification, or alternative vendor equivalent Expert-level understanding of fundamental networking principles. Experience working with network software and hardware. Solid understanding of routing design (BGP, VRF, OSPF) Solid understanding of Layer-2 design. Experience of network security components (Firewall, IPS) Preferred knowledge of Cisco, Dell, HPE, Aruba, CX Palo Alto, F5 Experience of multiple different monitoring tools such as PRTG, Azure Monitor, SolarWinds, Logic Monitor to name just a few Ability to develop documented long term technical strategy aligned to the technical roadmap for Ekco services. Experience in supporting the growth of talented and skilled engineers while maintaining a highly engaged team Experience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification) Experience of managing a 24/7 technical support operations including management of an on-call rota The Desirables Understanding of Service Management best practices frameworks such as ITIL Knowledge of NSX would be a bonus Why Ekco Ekco are committed to cultivating an environment that promotes diversity, equity, inclusion and belonging We recognise the value of internal mobility and encourage opportunities for internal development & progression Flexible working with a family friendly focus are at the core of our company values Employee perks Time off - 25 days leave + public holidays x1 day Birthday leave per year Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice. Private Medical Healthcare with Bupa (post probation) Discounted Dental Insurance with Bupa (via salary sacrifice) Learning & development - Unlimited access to Udemy learning platform A lot of responsibilities & opportunities to grow (also internationally)
A leading governmental services client require a talented 2nd/3rd line engineer to carry out management of the data and voice networks. Client Details A leading governmental services client Description Responsibilities To assist Line Manager in the effective day-to-day management of the data (and voice) networks. Provide technical resources for infrastructure and application projects as defined through the Project Office. To assist in the design, delivery and maintenance of the core network infrastructure that underpins operational services managed within IT Infrastructure & Operations. Ensuring tasks and incidents are prioritised and resolved in accordance with business requirements. Provide support to the 2nd level operational support teams for the resolution of complex 3rd level support incidents. Undertake root cause analysis of reported faults, design and implement fixes to problems. Ensure that system builds are consistent and manageable, implementing and utilising proactive monitoring tools, where possible. Document technical 'fixes' and ensure the knowledge base is updated. Compile and prepare periodic status, performance, and trend reports for management's review. Secure the network infrastructure in line with security policies and practices ensuring that adequate and robust security measures are designed, implemented, and updated based on Corporate Standards. Profile Up to date and relevant Cisco qualifications Understanding of ITIL Service & Support processes Working knowledge of the latest and emerging networking technologies In-depth hands-on technical knowledge of: LAN SD WAN / MPLS Direct Connects Security Gateway Services (e.g. Internet Proxy) Multi-vendor Firewalls VPN Connectivity Job Offer This is a 4 mnth contract based in Nortnamptonshire (with an opportunity to work from home), and paying upto £300 per day. if interested, then please replay back with an updated CV
Nov 04, 2021
Seasonal
A leading governmental services client require a talented 2nd/3rd line engineer to carry out management of the data and voice networks. Client Details A leading governmental services client Description Responsibilities To assist Line Manager in the effective day-to-day management of the data (and voice) networks. Provide technical resources for infrastructure and application projects as defined through the Project Office. To assist in the design, delivery and maintenance of the core network infrastructure that underpins operational services managed within IT Infrastructure & Operations. Ensuring tasks and incidents are prioritised and resolved in accordance with business requirements. Provide support to the 2nd level operational support teams for the resolution of complex 3rd level support incidents. Undertake root cause analysis of reported faults, design and implement fixes to problems. Ensure that system builds are consistent and manageable, implementing and utilising proactive monitoring tools, where possible. Document technical 'fixes' and ensure the knowledge base is updated. Compile and prepare periodic status, performance, and trend reports for management's review. Secure the network infrastructure in line with security policies and practices ensuring that adequate and robust security measures are designed, implemented, and updated based on Corporate Standards. Profile Up to date and relevant Cisco qualifications Understanding of ITIL Service & Support processes Working knowledge of the latest and emerging networking technologies In-depth hands-on technical knowledge of: LAN SD WAN / MPLS Direct Connects Security Gateway Services (e.g. Internet Proxy) Multi-vendor Firewalls VPN Connectivity Job Offer This is a 4 mnth contract based in Nortnamptonshire (with an opportunity to work from home), and paying upto £300 per day. if interested, then please replay back with an updated CV
We’re looking for an enthusiastic IT Technician to join our support team providing level two support to c800 users. Delivering projects is an equally essential element of this role where you will not only need to take on projects handed to you by the IT Operations Manager, but plan, scope and deliver your own projects and ideas.
Having the passion to provide great customer service, remove IT challenges for the user and improve their experience is very much at the core of this role and as a result, the tasks and projects involved can be varied providing some great opportunities to learn and develop.
What you'll be doing:
Service Desk/Technical
Provide L2 support to c800 colleagues across multiple sites.
Ensure that all Service Desk tickets are updated and resolved within the agreed SLAs.
Management of own workload.
Ensure high availability of critical business systems and networks
Act as a technical escalation point and mentor for other team members in order to resolve incidents and provide resolutions
Work with 3rd party suppliers and support teams to resolve escalated incidents related to the IT estate
Identify and analyse trends/problems in order to proactively manage potential issues.
Management and support of Desktop OS (Windows 7/10/Chrome)
Desktop Software/Apps support (GSuite for Business, Office (Apply online only), AV, AutoCAD).
General/Administration
Ability to scope and deliver projects
Ability to present staff inductions and training
Write and maintain project briefs and documentation
Maintain software/hardware asset management inventories
Contribute to the development of IT departmental strategies to align with the overall business strategy.
Actively research new technology/systems which ensure our colleagues or customer are able to work more productively.
Any other suitable duties as required.
What we’re looking for:
Service Desk/Technical
Previous experience of working in a Level 2 helpdesk environment.
Develop and manage relationships with 3rd parties and vendors, including close liaison with CCTV, BMS and Audio Visual vendors.
Windows Server 2008-16 experience (AD, DNS, DHCP, Active Directory, Group Policy)
Google/GSuite experience.
Windows Desktop OS experience (7 & 10)
Solid background of IT Infrastructure including virtualized environments
ITIL certification or an excellent awareness of ITIL processes.
General
Minimum BTEC in IT, or a vendor related certification.
A creative problem solver who can use imagination and experimentation to deliver innovative solutions
Great team working skills with a good sense of humour and positive attitude
Display an exceptional level of customer service to all colleagues, customers and suppliers
Uses initiative and is proactive in approach to tasks.
Has the ability to take on a variety of tasks and pay attention to detail
Is well organised and can manage own workload/priorities in line with the helpdesk and other projects.
Confident communicator and possess excellent attention to detail, analytical and problem-solving skills.
Work well under pressure.
Strong written and verbal communication skills
Flexible and can occasionally work outside of normal working hours.
Full clean driving license
Desirable
MDT/Imaging experience
Oct 29, 2018
We’re looking for an enthusiastic IT Technician to join our support team providing level two support to c800 users. Delivering projects is an equally essential element of this role where you will not only need to take on projects handed to you by the IT Operations Manager, but plan, scope and deliver your own projects and ideas.
Having the passion to provide great customer service, remove IT challenges for the user and improve their experience is very much at the core of this role and as a result, the tasks and projects involved can be varied providing some great opportunities to learn and develop.
What you'll be doing:
Service Desk/Technical
Provide L2 support to c800 colleagues across multiple sites.
Ensure that all Service Desk tickets are updated and resolved within the agreed SLAs.
Management of own workload.
Ensure high availability of critical business systems and networks
Act as a technical escalation point and mentor for other team members in order to resolve incidents and provide resolutions
Work with 3rd party suppliers and support teams to resolve escalated incidents related to the IT estate
Identify and analyse trends/problems in order to proactively manage potential issues.
Management and support of Desktop OS (Windows 7/10/Chrome)
Desktop Software/Apps support (GSuite for Business, Office (Apply online only), AV, AutoCAD).
General/Administration
Ability to scope and deliver projects
Ability to present staff inductions and training
Write and maintain project briefs and documentation
Maintain software/hardware asset management inventories
Contribute to the development of IT departmental strategies to align with the overall business strategy.
Actively research new technology/systems which ensure our colleagues or customer are able to work more productively.
Any other suitable duties as required.
What we’re looking for:
Service Desk/Technical
Previous experience of working in a Level 2 helpdesk environment.
Develop and manage relationships with 3rd parties and vendors, including close liaison with CCTV, BMS and Audio Visual vendors.
Windows Server 2008-16 experience (AD, DNS, DHCP, Active Directory, Group Policy)
Google/GSuite experience.
Windows Desktop OS experience (7 & 10)
Solid background of IT Infrastructure including virtualized environments
ITIL certification or an excellent awareness of ITIL processes.
General
Minimum BTEC in IT, or a vendor related certification.
A creative problem solver who can use imagination and experimentation to deliver innovative solutions
Great team working skills with a good sense of humour and positive attitude
Display an exceptional level of customer service to all colleagues, customers and suppliers
Uses initiative and is proactive in approach to tasks.
Has the ability to take on a variety of tasks and pay attention to detail
Is well organised and can manage own workload/priorities in line with the helpdesk and other projects.
Confident communicator and possess excellent attention to detail, analytical and problem-solving skills.
Work well under pressure.
Strong written and verbal communication skills
Flexible and can occasionally work outside of normal working hours.
Full clean driving license
Desirable
MDT/Imaging experience
We’re looking for an enthusiastic IT Technician to join our support team providing level two support to c800 users. Delivering projects is an equally essential element of this role where you will not only need to take on projects handed to you by the IT Operations Manager, but plan, scope and deliver your own projects and ideas.
Having the passion to provide great customer service, remove IT challenges for the user and improve their experience is very much at the core of this role and as a result, the tasks and projects involved can be varied providing some great opportunities to learn and develop.
What you'll be doing:
Service Desk/Technical
Provide L2 support to c800 colleagues across multiple sites.
Ensure that all Service Desk tickets are updated and resolved within the agreed SLAs.
Management of own workload.
Ensure high availability of critical business systems and networks
Act as a technical escalation point and mentor for other team members in order to resolve incidents and provide resolutions
Work with 3rd party suppliers and support teams to resolve escalated incidents related to the IT estate
Identify and analyse trends/problems in order to proactively manage potential issues.
Management and support of Desktop OS (Windows 7/10/Chrome)
Desktop Software/Apps support (GSuite for Business, Office (Apply online only), AV, AutoCAD).
General/Administration
Ability to scope and deliver projects
Ability to present staff inductions and training
Write and maintain project briefs and documentation
Maintain software/hardware asset management inventories
Contribute to the development of IT departmental strategies to align with the overall business strategy.
Actively research new technology/systems which ensure our colleagues or customer are able to work more productively.
Any other suitable duties as required.
What we’re looking for:
Service Desk/Technical
Previous experience of working in a Level 2 helpdesk environment.
Develop and manage relationships with 3rd parties and vendors, including close liaison with CCTV, BMS and Audio Visual vendors.
Windows Server 2008-16 experience (AD, DNS, DHCP, Active Directory, Group Policy)
Google/GSuite experience.
Windows Desktop OS experience (7 & 10)
Solid background of IT Infrastructure including virtualized environments
ITIL certification or an excellent awareness of ITIL processes.
General
Minimum BTEC in IT, or a vendor related certification.
A creative problem solver who can use imagination and experimentation to deliver innovative solutions
Great team working skills with a good sense of humour and positive attitude
Display an exceptional level of customer service to all colleagues, customers and suppliers
Uses initiative and is proactive in approach to tasks.
Has the ability to take on a variety of tasks and pay attention to detail
Is well organised and can manage own workload/priorities in line with the helpdesk and other projects.
Confident communicator and possess excellent attention to detail, analytical and problem-solving skills.
Work well under pressure.
Strong written and verbal communication skills
Flexible and can occasionally work outside of normal working hours.
Full clean driving license
Desirable
MDT/Imaging experience
Oct 29, 2018
We’re looking for an enthusiastic IT Technician to join our support team providing level two support to c800 users. Delivering projects is an equally essential element of this role where you will not only need to take on projects handed to you by the IT Operations Manager, but plan, scope and deliver your own projects and ideas.
Having the passion to provide great customer service, remove IT challenges for the user and improve their experience is very much at the core of this role and as a result, the tasks and projects involved can be varied providing some great opportunities to learn and develop.
What you'll be doing:
Service Desk/Technical
Provide L2 support to c800 colleagues across multiple sites.
Ensure that all Service Desk tickets are updated and resolved within the agreed SLAs.
Management of own workload.
Ensure high availability of critical business systems and networks
Act as a technical escalation point and mentor for other team members in order to resolve incidents and provide resolutions
Work with 3rd party suppliers and support teams to resolve escalated incidents related to the IT estate
Identify and analyse trends/problems in order to proactively manage potential issues.
Management and support of Desktop OS (Windows 7/10/Chrome)
Desktop Software/Apps support (GSuite for Business, Office (Apply online only), AV, AutoCAD).
General/Administration
Ability to scope and deliver projects
Ability to present staff inductions and training
Write and maintain project briefs and documentation
Maintain software/hardware asset management inventories
Contribute to the development of IT departmental strategies to align with the overall business strategy.
Actively research new technology/systems which ensure our colleagues or customer are able to work more productively.
Any other suitable duties as required.
What we’re looking for:
Service Desk/Technical
Previous experience of working in a Level 2 helpdesk environment.
Develop and manage relationships with 3rd parties and vendors, including close liaison with CCTV, BMS and Audio Visual vendors.
Windows Server 2008-16 experience (AD, DNS, DHCP, Active Directory, Group Policy)
Google/GSuite experience.
Windows Desktop OS experience (7 & 10)
Solid background of IT Infrastructure including virtualized environments
ITIL certification or an excellent awareness of ITIL processes.
General
Minimum BTEC in IT, or a vendor related certification.
A creative problem solver who can use imagination and experimentation to deliver innovative solutions
Great team working skills with a good sense of humour and positive attitude
Display an exceptional level of customer service to all colleagues, customers and suppliers
Uses initiative and is proactive in approach to tasks.
Has the ability to take on a variety of tasks and pay attention to detail
Is well organised and can manage own workload/priorities in line with the helpdesk and other projects.
Confident communicator and possess excellent attention to detail, analytical and problem-solving skills.
Work well under pressure.
Strong written and verbal communication skills
Flexible and can occasionally work outside of normal working hours.
Full clean driving license
Desirable
MDT/Imaging experience
DETAILS:
Basic salary: £90,000 + + 17.5% Bonus
City : London
Configuration Manager
Description
Configuration management is a new and recently deployed capability within the clients ITSM model. The Configuration Manager will ultimately be fully responsible for the clients global configuration management demands and processes. The accuracy of the newly formed CMDB and its associated configuration processes will be under this roles' full accountability.
Responsibilities
Key Responsibilities:
* Fully accountable for the accuracy and data integrity of the CMDB
* Must ensure sub configuration process owners' roles are carried out to maintain full accuracy of the CMDB (e.g ensuring the Network, Application, Infrastructure etc. configuration owner has complied to the process in a timely manner)
* Ensures integrity is maintained throughout from the IBM TADDM discovery tool and ServiceNow's CMDB instance
* Leads continuous improvement in regards to disciplined configuration and data management processes
* Manages the configuration and data management processes, including interpretation of contract requirements, formal configuration baseline control, configuration documentation, contract data requirements delivery, program library, and functional and physical configuration audits.
* Participates in all change control boards
* Assist in implementation of hardware and software version control processes, policies and procedures.
* Verification and validation of configuration records against the a variety
of data sources and systems
* Ensures continuous improvement programmes are driven forward
* Control change to, and maintain the integrity of, the application development and project's artefacts.
* Identifying configuration items, restricting changes to those items, auditing changes made to those items, and defining and managing configurations of those items throughout the software development process.
* Trace defects, requirements, specifications and test cases.
* Liaison between the project team, helping to track defects and build issues. - Creating builds and manage Development/QA/Production promotions.
* Ensuring that right versions of configuration items are selected for change or implementation.
* Definition and enforcement of object check-in/check-out procedures.
* Creation and documentation of procedures Technical & Behavioural
Essential Knowledge and Skills:
* Demonstrable leadership experience within a Configuration Management ITSM model.
* Ability to manage delivery initiatives / projects and experience of doing so
* Knowledge and experience of formal business operations procedures (e.g. ITIL)
1 An understanding of the technologies he/she is accountable for including:
1 Windows, Unix and Linux operating systems.
2 Public/private/hybrid cloud
3 Storage fundamentals (SAN, NAS and storage networks)
4 Infrastructure services (SMTP, DNS, DHCP)
5 Generic management of message flow (Mail filtering/hygiene, Routing, SMTP, and SMS)
6 HA technologies
7 Monitoring and management products
8 Enterprise backup
9 Access controls systems (RADIUS, LDAP, AD, IDAM)
10 Database administration and concepts
11 DeVops Automation and Orchestration technologies (Chef/Puppet/Ansible/Salt etc.)
12 IaaS concepts and technologies (OpenStack)
13 DeVops Methodology
* Excellent people management skills - ability to influence, manage and work in collaborative teams and key interface points such as Change and Release Managers, Technical teams, Business Stakeholders and external vendors
Desirable knowledge and skills:
* Good understanding of networking principles (principally in a Cisco environment).
* Experience of the Service Now ITSM platform and IBM Tooling notably TADDM and Big Fix.
Behavioural/ Personality Specifications required
* Customer Service Skills.
* Good written and verbal communication skills
* Intra/Inter personnel skills
* Strategic & Problem Solving Skills
* Someone who has excellent attention to detail, and is able to provide accurate and consistent levels of working
* Work in a team that is spread across various global locations
Qualifications
* Bachelor's degree in Computer Science or related field
* 2-6 years of previous release and/or project management experience, (Solid understanding of project management principles preferred)
* 8-10 years of experience in information systems operations environment in systems analysis or development
* Formal training in project management practices preferred
* Advanced knowledge of software development lifecycle
* Demonstrated effective leadership and analytical skills
* Advanced written and verbal communication skills are a must
Huntress does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.
Huntress acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK
May 03, 2017
DETAILS:
Basic salary: £90,000 + + 17.5% Bonus
City : London
Configuration Manager
Description
Configuration management is a new and recently deployed capability within the clients ITSM model. The Configuration Manager will ultimately be fully responsible for the clients global configuration management demands and processes. The accuracy of the newly formed CMDB and its associated configuration processes will be under this roles' full accountability.
Responsibilities
Key Responsibilities:
* Fully accountable for the accuracy and data integrity of the CMDB
* Must ensure sub configuration process owners' roles are carried out to maintain full accuracy of the CMDB (e.g ensuring the Network, Application, Infrastructure etc. configuration owner has complied to the process in a timely manner)
* Ensures integrity is maintained throughout from the IBM TADDM discovery tool and ServiceNow's CMDB instance
* Leads continuous improvement in regards to disciplined configuration and data management processes
* Manages the configuration and data management processes, including interpretation of contract requirements, formal configuration baseline control, configuration documentation, contract data requirements delivery, program library, and functional and physical configuration audits.
* Participates in all change control boards
* Assist in implementation of hardware and software version control processes, policies and procedures.
* Verification and validation of configuration records against the a variety
of data sources and systems
* Ensures continuous improvement programmes are driven forward
* Control change to, and maintain the integrity of, the application development and project's artefacts.
* Identifying configuration items, restricting changes to those items, auditing changes made to those items, and defining and managing configurations of those items throughout the software development process.
* Trace defects, requirements, specifications and test cases.
* Liaison between the project team, helping to track defects and build issues. - Creating builds and manage Development/QA/Production promotions.
* Ensuring that right versions of configuration items are selected for change or implementation.
* Definition and enforcement of object check-in/check-out procedures.
* Creation and documentation of procedures Technical & Behavioural
Essential Knowledge and Skills:
* Demonstrable leadership experience within a Configuration Management ITSM model.
* Ability to manage delivery initiatives / projects and experience of doing so
* Knowledge and experience of formal business operations procedures (e.g. ITIL)
1 An understanding of the technologies he/she is accountable for including:
1 Windows, Unix and Linux operating systems.
2 Public/private/hybrid cloud
3 Storage fundamentals (SAN, NAS and storage networks)
4 Infrastructure services (SMTP, DNS, DHCP)
5 Generic management of message flow (Mail filtering/hygiene, Routing, SMTP, and SMS)
6 HA technologies
7 Monitoring and management products
8 Enterprise backup
9 Access controls systems (RADIUS, LDAP, AD, IDAM)
10 Database administration and concepts
11 DeVops Automation and Orchestration technologies (Chef/Puppet/Ansible/Salt etc.)
12 IaaS concepts and technologies (OpenStack)
13 DeVops Methodology
* Excellent people management skills - ability to influence, manage and work in collaborative teams and key interface points such as Change and Release Managers, Technical teams, Business Stakeholders and external vendors
Desirable knowledge and skills:
* Good understanding of networking principles (principally in a Cisco environment).
* Experience of the Service Now ITSM platform and IBM Tooling notably TADDM and Big Fix.
Behavioural/ Personality Specifications required
* Customer Service Skills.
* Good written and verbal communication skills
* Intra/Inter personnel skills
* Strategic & Problem Solving Skills
* Someone who has excellent attention to detail, and is able to provide accurate and consistent levels of working
* Work in a team that is spread across various global locations
Qualifications
* Bachelor's degree in Computer Science or related field
* 2-6 years of previous release and/or project management experience, (Solid understanding of project management principles preferred)
* 8-10 years of experience in information systems operations environment in systems analysis or development
* Formal training in project management practices preferred
* Advanced knowledge of software development lifecycle
* Demonstrated effective leadership and analytical skills
* Advanced written and verbal communication skills are a must
Huntress does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.
Huntress acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK
We are SCC - Specialist Computer Centres . We provide essential and mission critical data centre services and solutions to commercial organisations and public sector bodies nationwide .
Due to continued and growing demand for our Cloud Delivered Managed Services we now have an exciting career opportunity for an experienced , proactive and dynamic IT professional looking to further their career with a technology advanced and customer focused company where innovation , commitment and dedication is both recognised and rewarded .
in all SCC Business Operations .
Job purpose :
To lead and manage a team of technical subject matter experts in order to maintain our customers' data centre services and infrastructures ; ensuring full business continuity and speedy restoration of service following any service interruption .
The role :
* To manage and develop a team of technical subject matter experts .
* To instigate , develop and maintain proactive monitoring of customers' IT infrastructure - both on and off premise - to pre-empt any perceived service degradation .
* To supervise and manage proactive trend analysis .
* To instigate and develop initiatives to ensure service sustainability
* Risk identification and analysis to mitigate customer escalations
* To work closely with critical incident management teams and technical teams in the event of service outages to restore service within the contracted service level agreement .
* To work with customers , service delivery managers and vendor partners /3rd suppliers to advance the attainment of service delivery best practice .
* To strive for continuous service improvement at all times .
* To be the point of escalation for both internal and external stakeholders and be responsible for the effective delivery services to all data centre customers .
Skills and experience :
* Experience gained leading IT subject matter experts within an infrastructure data centre centric environment .
* Excellent communication skills - adept and confident at boardroom level and at detailed technical discussions .
* Pioneering attitude to use technology innovation to solve business issues .
* Confident and strong personality to instil confidence and trust .
* Commercially astuteness with good knowledge of IT and the ability to convey technical information to both technical and non- technical audiences .
* Excellent stakeholder engagement experience .
* A pragmatic and determined attitude with the ability to achieve results and surpass customers' expectations .
* Strong character to inspire colleagues and team members in the pursuance of IT operations best practice .
* IT knowledge of :
Data Centre
Cloud
Server consolidation
Virtualisation
Networks
Security
CISCO
Microsoft
VMware
Citrix
HP
ITIL
We offer an industry leading remuneration and benefits package ; unrivalled career prospects and the opportunity to work with the latest and most advanced technologies available .
Interested ?
Then click the response button now
Sep 09, 2016
We are SCC - Specialist Computer Centres . We provide essential and mission critical data centre services and solutions to commercial organisations and public sector bodies nationwide .
Due to continued and growing demand for our Cloud Delivered Managed Services we now have an exciting career opportunity for an experienced , proactive and dynamic IT professional looking to further their career with a technology advanced and customer focused company where innovation , commitment and dedication is both recognised and rewarded .
in all SCC Business Operations .
Job purpose :
To lead and manage a team of technical subject matter experts in order to maintain our customers' data centre services and infrastructures ; ensuring full business continuity and speedy restoration of service following any service interruption .
The role :
* To manage and develop a team of technical subject matter experts .
* To instigate , develop and maintain proactive monitoring of customers' IT infrastructure - both on and off premise - to pre-empt any perceived service degradation .
* To supervise and manage proactive trend analysis .
* To instigate and develop initiatives to ensure service sustainability
* Risk identification and analysis to mitigate customer escalations
* To work closely with critical incident management teams and technical teams in the event of service outages to restore service within the contracted service level agreement .
* To work with customers , service delivery managers and vendor partners /3rd suppliers to advance the attainment of service delivery best practice .
* To strive for continuous service improvement at all times .
* To be the point of escalation for both internal and external stakeholders and be responsible for the effective delivery services to all data centre customers .
Skills and experience :
* Experience gained leading IT subject matter experts within an infrastructure data centre centric environment .
* Excellent communication skills - adept and confident at boardroom level and at detailed technical discussions .
* Pioneering attitude to use technology innovation to solve business issues .
* Confident and strong personality to instil confidence and trust .
* Commercially astuteness with good knowledge of IT and the ability to convey technical information to both technical and non- technical audiences .
* Excellent stakeholder engagement experience .
* A pragmatic and determined attitude with the ability to achieve results and surpass customers' expectations .
* Strong character to inspire colleagues and team members in the pursuance of IT operations best practice .
* IT knowledge of :
Data Centre
Cloud
Server consolidation
Virtualisation
Networks
Security
CISCO
Microsoft
VMware
Citrix
HP
ITIL
We offer an industry leading remuneration and benefits package ; unrivalled career prospects and the opportunity to work with the latest and most advanced technologies available .
Interested ?
Then click the response button now
Head of Service Design and Transition
My client is looking for a Head of Service Design and Transition to join their expanding Service Delivery function.
The business are going through a huge level of IT and business transformation at the moment. The Service Design and Transition Manager will own the end-to-end responsibility for design and introducing IT project changes from initial ideas through to IT Operations. This individual will be responsible for a team that define and responsible for designing of fit for purpose end-to-end service models, aligned to best practice (ITIL). In conjunction with the Service Manager they will also review and improve the Service Transition process and associated deliverables.
The successful individual will have to ensure that all service requirements have been captured and fully documented in readiness for service transition.
Skills/Experience required:
*Strong interpersonal skills, ability to negotiate and influence wide range of stakeholders.
*Considerable experience of working in a Service Strategy & Design role
*Experience in the applying ITIL principles within this diverse and challenging space
* Experience in transitioning large scale projects covering multiple internal teams and vendors, from development into support
*Experience in designing end-to-end service and support models.
*Very strong ITIL Service Transition process knowledge and experience
*Experience of working in a global organisation
*Experience of transitioning service support from one supplier to another.
*Experience in infrastructure technologies and core services, including networks, database and operating system, and end user services
Competitive salary and extremely good benefits package
Feb 21, 2016
Head of Service Design and Transition
My client is looking for a Head of Service Design and Transition to join their expanding Service Delivery function.
The business are going through a huge level of IT and business transformation at the moment. The Service Design and Transition Manager will own the end-to-end responsibility for design and introducing IT project changes from initial ideas through to IT Operations. This individual will be responsible for a team that define and responsible for designing of fit for purpose end-to-end service models, aligned to best practice (ITIL). In conjunction with the Service Manager they will also review and improve the Service Transition process and associated deliverables.
The successful individual will have to ensure that all service requirements have been captured and fully documented in readiness for service transition.
Skills/Experience required:
*Strong interpersonal skills, ability to negotiate and influence wide range of stakeholders.
*Considerable experience of working in a Service Strategy & Design role
*Experience in the applying ITIL principles within this diverse and challenging space
* Experience in transitioning large scale projects covering multiple internal teams and vendors, from development into support
*Experience in designing end-to-end service and support models.
*Very strong ITIL Service Transition process knowledge and experience
*Experience of working in a global organisation
*Experience of transitioning service support from one supplier to another.
*Experience in infrastructure technologies and core services, including networks, database and operating system, and end user services
Competitive salary and extremely good benefits package