IT Support Service Delivery Manager

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Job Description

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!

The details...

The IT Support Service Delivery Manager will play a pivotal role in leading the IT support team (UK & US based) to deliver outstanding services to ONT users globally. This position involves orchestrating the Service Desk operations within the IT Operations and Services team, ensuring a customer-first culture, and maintaining high standards of service delivery. The successful candidate will oversee vendor relationships, drive local support initiatives, and uphold support operations efficiency. Please note that this role is a 6-month fixed-term contract, and will be based 5 days a week at our site in Oxford.

Key responsibilities include:

• Foster a customer-centric culture within the IT support team.
• Lead strategic vendor relationships, including oversight of outsourced 1st Line Support.
• Develop and supervise local support services for remote offices of ONT.
• Provide oversight of Support Operations, including device patching and support systems maintenance.
• Establish and enforce standards and best practices for service delivery.
• Ensure adherence to systems, processes, and methodologies for effective monitoring, control, and support.
• Contribute to continuous improvement initiatives, embracing ITIL best practices.
• Create self-help resources and user guides to reduce direct contact with the IT support team.
• Develop and maintain individual Development Plans for the IT Support team.
• Conduct regular user surveys to assess the efficiency of IT Support services.

What we're looking for...

The crucial requirements for the role include:

• Proven experience leading and mentoring technical teams in a dynamic environment.
• Strong IT technical expertise.
• Demonstrated leadership skills and experience managing teams and IT operations.
• Proficiency in managing strategic vendor relationships.
• Excellent problem-solving skills and a comprehensive understanding of various technologies.
• Outstanding communication skills with a customer-focused approach.

Ideally will also have a Degree or equivalent experience in Computer Science or a related field.

Additional capabilities that the role would require include :

• Adaptability to change.
• Strategic thinking and long-term goal planning.
• Ability to perform under pressure while maintaining focus on objectives.
• Engaging and motivating colleagues with enthusiasm and energy.
• Persuasive communication and confidence in presenting arguments.
• Goal-oriented mindset with perseverance and ambition.
• Coaching and mentoring abilities to develop team members.
• Interpersonal astuteness, emotional intelligence, and rapport-building skills.

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

If you are looking to utilise your skills to really make a difference to humankind, then consider joining our team and apply today!

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

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About Us

Oxford Nanopore's goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.