IT Operations Manager [NEW]

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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 a IT Operations Manager on a full-time, permanent basis based at our Head Office in Birmingham.

Reporting to the Head of IT and act as their deputy, this role will have overall management of the operations support team who support the operational information technology services within the company. Ensuring efficient and secure operations across the services and roles which provide day to day IT services

What does the role involve?

• Management of all IT service management processes in all relevant operational support areas, including service desk and on call. Providing management reporting of these processes where required. These processes involve ensuring requests are fulfilled, incidents managed, problems logged and resolved, assets are tracked, and configurations documented efficiently according to agreed SLA's and best practice.
• Management of the Operations Team function ensuring a sufficiently resourced, prompt, friendly, professional service is provided which takes ownership and deliver solutions in partnership with the other functions within the IT department and the wider organisation.
• Co-ordination and Support of projects and new digital services into operation, ensuring all support processes are backed off to each other between business, IT Service desk processes and suppliers.
• Management of hardware and software assets throughout their lifecycle ensuring business requirements are met, best value for money is delivered and the environmentally friendly disposal of broken and obsolete hardware.
• Management of the IT change & problem management software, tools and process to ensure stable and non-disruptive delivery of digital services inclusive of directorates across the organisation.

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

Essential

• Degree in computer science, information technology, management or another related field
• Proven experience as an IT Operations Manager or management of an IT Support function.
• ITIL qualification & knowledge.
• Extensive experience in delivery and management of IT Service management processes.
• Rounded technical knowledge of IT infrastructure and IT business services delivery.
• Experience in IT Project delivery.
• Experience in managing and developing people.
• Budget Management.
• Excellent communication, organisational and interpersonal skills.
• Knowledge of the organisation and geography.
• Experience managing commercial contracts.
• Excellent problem solving and troubleshooting skills.
• Good Reporting and analytical skills.
• Experience in delivery of IT service desk processes supporting the business.
• UK Driving License.

Desirable

• Knowledge of operational railway environment and software applications.

What are the salary and benefits?

• A Competitive salary + Benefits
• 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.