We are one of the UK's largest and fastest-growing software and IT services companies, delivering a range of solutions to our 19,000+ customer base across every corner of the UK market.
The Manager - Group IT is responsible for the stable operations, accountable for end-to-end management of applications, infrastructure, and Business system to ensure efficient functioning of business operations. Define IT roadmap for the organization and oversee implementation of IT initiatives. This includes the management of incident and problem ticketing in line with SLA and OLAs, ownership of Major Incidents, staffing rotas and planned staff absences. You will lead a team of circa ten technical staff supporting our employees.
Main Duties and Responsibilities
This is a key strategic role with a focus on Service delivery; your remit will cover all aspects of the delivery of IT support within Advanced’s infrastructure. Advanced’s IT Services include Problem determination and resolution, change and project planning, availability and performance monitoring, capacity management and utilization reporting for both infrastructure services and staffing, post Major Incident Reporting and Root Cause Analysis document creation, as well as day to day user relationship management. Evaluate new technologies that will reduce time and effort of reporting; resolve IT incidents and help mitigate departmental risks by streamlining associated processes via automation.
IT Infrastructure and Applications Management:
Drive implementation of initiative in an effective way with the help of team, vendors, and department heads without hampering continuous operations of the organization. Ensure upkeep and maintenance of IT infrastructure and network across all locations to ensure maximum uptime of IT systems. Ensure timely upgradation of all software’s and BI tools to provide fast and effective services to end-users. Ensure all IT related queries raised by users are addressed and resolved within defined time frame to ensure smooth operations.
Security – Group IT - Manager is expected to work with users across geographic locations and support teams in ensuring adherence to company policy. As well as contributing to the evolution of standards, enforcement techniques, IT security controls, identify potential threats and weakness. This includes providing automated processes for patch management and protecting the Intellectual property, confidentiality, integrity, and availability of our data and IT infrastructure. Perform audits to identify gaps, process improvement in the IT business systems; maintain the error register and report to the senior management with corrective action.
Compliance – ensure compliance to relevant standards (e.g., ISO 27001, 9001) and provision of systems to control, adequately measure and handle the risks the business faces.
Vendor Management: Identify, negotiate, and contract with external vendor for IT requirements and define the performance standards/SLA. Perform periodic reviews with the vendors to ensure that the service levels are maintained as per the defined norms.
Ownership – As Advanced continues to evolve its services around Service Management and Administration, we are looking for a manager proven in being reasonable and accountable for an infrastructure and technical group to provide leadership for the core operational team. This will include adopting a continuous learning and improvement methodology for services, instill good working practices and technical excellence, manage team priorities based on SLA, work collaboratively with team leaders and Subject Matter Experts in defining tooling, monitoring, and the setting of standards.
Leadership - Your team will provide operational support of IT Infrastructure services. Responding to alerts in a prompt manner, ticket queue management, ensuring collaborative problem determination and resolution with other technology groups.
Colleagues – The Group IT - Manager will manage and develop the team, define the training and development plans. This will include improving the overall knowledge of the systems, infrastructure, and processes. You will need to ensure that the team delivers outstanding service and meets or exceeds the agreed SLAs.
Team Management - Ensure the teams manage their respective ITSM queues and actively provide support and mentorship for the technicians, which includes effectivity resolving P1 incidents on 24x7 basis and adhere to ITIL best practices including Problem Management. You will also proactively assign tasks and prioritize work to the team in occurrence with SLAs and delivery timescales.
Cooperation & Teamwork - Work closely with our team in UK, Implementation of resources to on-board new services through the defined Service Take on process.
You will be a strong leader in a specialist technology field and are excited by the challenge of working in a high-performing, fast-growing technical environment, supporting a diverse range of technology.
You will be able to demonstrate:
We are one the UK’s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.
Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how-we-hire
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