IT Operations Manager [NEW]

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are looking to recruit an IT Operations Manager (Service Desk) on a full-time, permanent basis based at our Head Office in Birmingham.

We are seeking an experienced and proactive IT Service Desk Manager to lead our operations support team, ensuring the delivery of secure, efficient, and high-quality IT services across the organisation. Reporting directly to the Head of IT and acting as their deputy, you will play a pivotal role in managing day-to-day IT operations, driving service excellence, and aligning processes with ITIL best practices. This is a hands-on leadership role focused on continuous improvement, customer satisfaction, and operational reliability, supporting a safe and punctual railway service. Based at our Birmingham HQ, with travel to other sites as required, this role offers a dynamic and rewarding opportunity to make a real impact.

What does the role involve?

• Lead and manage the IT Operations Team, comprising 7 first-line and 3 second-line support analysts, ensuring the delivery of a prompt, professional, and customer-focused service.
• Oversee core IT service management processes-including incident, request, problem, change, asset, and configuration management-ensuring alignment with SLAs and ITIL best practices.
• Coordinate the transition of new digital services and projects into operational support, ensuring readiness across internal teams and external suppliers.
• Manage the lifecycle of IT assets and contracts, ensuring cost-effectiveness, compliance, and secure service delivery.
• Monitor and report on IT service performance and customer satisfaction, using insights to drive continual service improvement.
• Ensure IT services are delivered securely and in compliance with organisational policies and controls.
• Participate in and manage the IT on-call rota to ensure 24/7 support for critical services.

What skills and experience do I need to do the job?

• Proven experience managing an IT Support function or working as an IT Operations Manager.
• Strong knowledge of ITIL frameworks, with relevant qualifications.
• Demonstrated expertise in IT service management processes and service desk operations.
• Solid technical understanding of IT infrastructure and business service delivery.
• Experience in IT project delivery and managing commercial contracts.
• Skilled in leading and developing teams, with experience managing performance and resources.
• Strong budget management, reporting, and analytical capabilities.
• Excellent communication, organisational, and problem-solving skills.

What are the salary and benefits?

• A salary of £45,000 - £50,000 (depending on experience)
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• Pension - one of the best schemes available
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.