Role Summary
Be at the forefront of ICT improvements and transformation within the Fire & Rescue Service (AF&RS). We are seeking a visionary leader to shape our future ICT and digital strategy, make further improvements to our infrastructure and ensure our ICT systems are resilient, reliable, and accessible to all staff 24/7.
This is a new role leading the development of an integrated ICT strategy and technology roadmap and overseeing the delivery of technology initiatives. This business-critical position will require you to work effectively with key stakeholders to create and implement an ICT strategy which aligns with our organisational goals and ambitions, ensures the integration and enhancement of our systems and improved user experience.
This role will require an ambitious, forward-thinking individual who has the technical knowledge, drive and passion to make a big difference. You will have a unique opportunity to make the role your own and bring your experience, ideas, influencing skills and technical expertise to our organisation. With challenging budgets, a creative and innovative approach is key, as is the exploration of potential funding sources.
Some of the things you’ll be doing
Strategic Leadership : Drive continuous improvement, culture change, and effective performance management. Act as the advocate for AF&RS’s digital vision, engaging leadership and representing AF&RS in local and national digital forums.
Expert Consultation : Offer expert guidance on ICT matters to senior stakeholders and the Fire Authority, enabling discussions on modern ICT and digital technology.
System Management : Ensure the efficiency, reliability, security, and cost-effectiveness of ICT systems and technology. Oversee external IT helpdesk providers and business continuity plans.
Infrastructure Enhancement : Drive continual improvements to the ICT infrastructure to ensure a solid foundation and enhanced user experience. Collaborate with stakeholders to define and implement improvements, presenting robust business cases for investment.
Digital Horizon-Scanning : Stay updated on digital developments and evaluate new technologies potential benefits, risks, and affordability aligned with the ICT strategy.
Strategy Development : Lead the creation and implementation of AF&RS’s cohesive ICT and Digital Strategy, fostering innovative and integrated improvements.
Project Oversight : Oversee the successful delivery of all ICT, digital, and systems projects. Establish governance structures, aligning with the ICT strategy and legal compliance.
Change Management : Implement efficient change processes, improving service quality and business continuity while minimising disruption.
Risk Management: Proactively assess and monitor ICT-related risks across AF&RS, implementing effective controls and mitigations.
Resource Optimisation : Develop an appropriate ICT organisational structure, optimising internal and external resources to ensure delivery and an integrated approach.
Team Leadership : Provide training and mentoring to internal ICT staff, fostering a responsive and agile cross-functional team.
Stakeholder Engagement: Liaise with stakeholders across AF&RS, building strong internal networks to maximise technology benefits.
Policy Implementation : Develop and implement up-to-date ICT policies ensuring robust controls across AF&RS. Liaise with internal data protection teams, ensuring ICT developments are compliant with relevant information legislation. Act as the Deputy Senior Risk Owner ensuring high-quality governance standards and compliance.
Training Alignment : Identify and evaluate ICT training aligned with the ICT strategy and budget requirements.
Budget Management : Manage ICT budgets aligned with the ICT strategy, forecasting and reviewing budgetary arrangements and exploring potential funding opportunities.
What we’ll need from you:
Essential:
Proven experience in senior ICT leadership role, driving digital transformation and strategy (ideally within the emergency services or public sector – but not essential).
Demonstrable experience in design, sourcing, transition, delivery and implementation of new technology and data capabilities.
Excellent up-to-date technical knowledge of ICT and the technology landscape.
Extensive knowledge of digital, data and technology regulations and best practice methodologies (e.g. ITIL, ISO) and performance benchmarking. You will also maintain up-to-date technical knowledge of ICT and the technology landscape.
Significant experience of leading and managing high performing teams (via direct or matrix management).
Proven experience of strategic service planning, business processes, developing, leading, and implementing IT/ICT strategies and change programs.
Experience of successfully managing high quality business-as-usual (BAU) ICT, while also inspiring, leading, and driving innovative solutions.
Proven experience of proactively managing business continuity and cyber security arrangements.
Significant experience of dealing with vendors and third parties including experience of procuring, negotiating, and robustly managing business-critical service contractors.
Degree level education, or equivalent, in business, computer science or a related field of study, or proven relevant business experience.
Professional ICT qualifications (such as ITIL or accredited status such as Chartered IT Professional CITP), or equivalent through a combination of proven relevant training, experience and evidenced continuing professional development.
Highly effective communication and influencing skills across the full breadth of written, verbal, presentation, and digital media. You will be able to engage, advise and explain technical matters in a non-technical way.
Adaptable, inclusive, and values-based leadership and people management skills.
Relationship building and collaboration skills with the ability to influence strategic thinking and approaches to complex service issues.
Strong analytical, research, numerical and decision-making skills, to deal with complex service delivery.
Ability to manage and prioritise high workloads, with pressing and conflicting deadlines.
Desirable:
Comprehensive budget-creation and budget-management experience including identifying and evaluating opportunities, negotiation, and delivering efficiencies.
Experience of working in a climate of transformation and/or continuous improvement and supporting others in uncertain times.
Experience of working for an emergency service or local authority.
Experience of Information and Data Governance and/or of being a Senior Risk Information Officer (SIRO) or Deputy SIRO.
Experience of portfolio and project management methodologies and tailoring these for significant ICT projects and organisational context.
Proven ICT risk management experience.
High level of political awareness and acuity to interact with senior stakeholders and elected Members.
Foundation or Practitioner level qualification in programme or project management.
What you can expect in return
27 days annual holiday (plus public holidays) rising to 31 days after 5 years, and 32 after 10 years of service
Local Government Pension - Defined Benefit Scheme
Flexible and hybrid working
Electric Vehicle Salary Sacrifice Scheme
Cycle to Work scheme
Welfare and Wellbeing services
Staff Engagement Groups
Access to a Medical Intervention Scheme which can support staff to access private medical assessments and treatments
Access to Blue Light card with offers online and high street discounts
Use of the multi-gym, sports hall, restaurant, free parking, and beautiful open surroundings at our Headquarters in Portishead
Please note - as this post is based at our Headquarters which we share with Avon & Somerset Police, the successful applicant will be required to undergo a security clearance check & DBS check.
Further Information
If you would like to have an informal conversation with the hiring manager for this role please contact recruitment@avonfire.gov.uk to request this.
How to apply: The full job description can be found on our careers pages: Head of ICT | Yes You Can! The Avon Fire & Rescue Service Job . Once you have read the job description please submit a tailored CV demonstrating how your skills and experience match the requirements of the role.
Late applications will not be accepted. Please quote job reference number 1023 [JD number] on any communications. Thank you.
Avon Fire & Rescue Service is committed to securing equality of opportunity. W e welcome applications from all members of our community who are currently under-represented at Avon Fire & Rescue Service, particularly women, Disabled people and members of ethnic minority communities.
Dec 20, 2023
Full time
Role Summary
Be at the forefront of ICT improvements and transformation within the Fire & Rescue Service (AF&RS). We are seeking a visionary leader to shape our future ICT and digital strategy, make further improvements to our infrastructure and ensure our ICT systems are resilient, reliable, and accessible to all staff 24/7.
This is a new role leading the development of an integrated ICT strategy and technology roadmap and overseeing the delivery of technology initiatives. This business-critical position will require you to work effectively with key stakeholders to create and implement an ICT strategy which aligns with our organisational goals and ambitions, ensures the integration and enhancement of our systems and improved user experience.
This role will require an ambitious, forward-thinking individual who has the technical knowledge, drive and passion to make a big difference. You will have a unique opportunity to make the role your own and bring your experience, ideas, influencing skills and technical expertise to our organisation. With challenging budgets, a creative and innovative approach is key, as is the exploration of potential funding sources.
Some of the things you’ll be doing
Strategic Leadership : Drive continuous improvement, culture change, and effective performance management. Act as the advocate for AF&RS’s digital vision, engaging leadership and representing AF&RS in local and national digital forums.
Expert Consultation : Offer expert guidance on ICT matters to senior stakeholders and the Fire Authority, enabling discussions on modern ICT and digital technology.
System Management : Ensure the efficiency, reliability, security, and cost-effectiveness of ICT systems and technology. Oversee external IT helpdesk providers and business continuity plans.
Infrastructure Enhancement : Drive continual improvements to the ICT infrastructure to ensure a solid foundation and enhanced user experience. Collaborate with stakeholders to define and implement improvements, presenting robust business cases for investment.
Digital Horizon-Scanning : Stay updated on digital developments and evaluate new technologies potential benefits, risks, and affordability aligned with the ICT strategy.
Strategy Development : Lead the creation and implementation of AF&RS’s cohesive ICT and Digital Strategy, fostering innovative and integrated improvements.
Project Oversight : Oversee the successful delivery of all ICT, digital, and systems projects. Establish governance structures, aligning with the ICT strategy and legal compliance.
Change Management : Implement efficient change processes, improving service quality and business continuity while minimising disruption.
Risk Management: Proactively assess and monitor ICT-related risks across AF&RS, implementing effective controls and mitigations.
Resource Optimisation : Develop an appropriate ICT organisational structure, optimising internal and external resources to ensure delivery and an integrated approach.
Team Leadership : Provide training and mentoring to internal ICT staff, fostering a responsive and agile cross-functional team.
Stakeholder Engagement: Liaise with stakeholders across AF&RS, building strong internal networks to maximise technology benefits.
Policy Implementation : Develop and implement up-to-date ICT policies ensuring robust controls across AF&RS. Liaise with internal data protection teams, ensuring ICT developments are compliant with relevant information legislation. Act as the Deputy Senior Risk Owner ensuring high-quality governance standards and compliance.
Training Alignment : Identify and evaluate ICT training aligned with the ICT strategy and budget requirements.
Budget Management : Manage ICT budgets aligned with the ICT strategy, forecasting and reviewing budgetary arrangements and exploring potential funding opportunities.
What we’ll need from you:
Essential:
Proven experience in senior ICT leadership role, driving digital transformation and strategy (ideally within the emergency services or public sector – but not essential).
Demonstrable experience in design, sourcing, transition, delivery and implementation of new technology and data capabilities.
Excellent up-to-date technical knowledge of ICT and the technology landscape.
Extensive knowledge of digital, data and technology regulations and best practice methodologies (e.g. ITIL, ISO) and performance benchmarking. You will also maintain up-to-date technical knowledge of ICT and the technology landscape.
Significant experience of leading and managing high performing teams (via direct or matrix management).
Proven experience of strategic service planning, business processes, developing, leading, and implementing IT/ICT strategies and change programs.
Experience of successfully managing high quality business-as-usual (BAU) ICT, while also inspiring, leading, and driving innovative solutions.
Proven experience of proactively managing business continuity and cyber security arrangements.
Significant experience of dealing with vendors and third parties including experience of procuring, negotiating, and robustly managing business-critical service contractors.
Degree level education, or equivalent, in business, computer science or a related field of study, or proven relevant business experience.
Professional ICT qualifications (such as ITIL or accredited status such as Chartered IT Professional CITP), or equivalent through a combination of proven relevant training, experience and evidenced continuing professional development.
Highly effective communication and influencing skills across the full breadth of written, verbal, presentation, and digital media. You will be able to engage, advise and explain technical matters in a non-technical way.
Adaptable, inclusive, and values-based leadership and people management skills.
Relationship building and collaboration skills with the ability to influence strategic thinking and approaches to complex service issues.
Strong analytical, research, numerical and decision-making skills, to deal with complex service delivery.
Ability to manage and prioritise high workloads, with pressing and conflicting deadlines.
Desirable:
Comprehensive budget-creation and budget-management experience including identifying and evaluating opportunities, negotiation, and delivering efficiencies.
Experience of working in a climate of transformation and/or continuous improvement and supporting others in uncertain times.
Experience of working for an emergency service or local authority.
Experience of Information and Data Governance and/or of being a Senior Risk Information Officer (SIRO) or Deputy SIRO.
Experience of portfolio and project management methodologies and tailoring these for significant ICT projects and organisational context.
Proven ICT risk management experience.
High level of political awareness and acuity to interact with senior stakeholders and elected Members.
Foundation or Practitioner level qualification in programme or project management.
What you can expect in return
27 days annual holiday (plus public holidays) rising to 31 days after 5 years, and 32 after 10 years of service
Local Government Pension - Defined Benefit Scheme
Flexible and hybrid working
Electric Vehicle Salary Sacrifice Scheme
Cycle to Work scheme
Welfare and Wellbeing services
Staff Engagement Groups
Access to a Medical Intervention Scheme which can support staff to access private medical assessments and treatments
Access to Blue Light card with offers online and high street discounts
Use of the multi-gym, sports hall, restaurant, free parking, and beautiful open surroundings at our Headquarters in Portishead
Please note - as this post is based at our Headquarters which we share with Avon & Somerset Police, the successful applicant will be required to undergo a security clearance check & DBS check.
Further Information
If you would like to have an informal conversation with the hiring manager for this role please contact recruitment@avonfire.gov.uk to request this.
How to apply: The full job description can be found on our careers pages: Head of ICT | Yes You Can! The Avon Fire & Rescue Service Job . Once you have read the job description please submit a tailored CV demonstrating how your skills and experience match the requirements of the role.
Late applications will not be accepted. Please quote job reference number 1023 [JD number] on any communications. Thank you.
Avon Fire & Rescue Service is committed to securing equality of opportunity. W e welcome applications from all members of our community who are currently under-represented at Avon Fire & Rescue Service, particularly women, Disabled people and members of ethnic minority communities.
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.
Service Delivery Manager - IT Managed Service Provider Hybrid working London Service Delivery Manager required by one of the fastest growing SME IT Service Providers in the UK (% headcount grown in the past two years). The business comprises circa 100 employees across 3 sites, delivering IT and Consulting services to businesses across London and the South. Core areas of expertise are IT consultancy, Support and Cloud service provision (primarily Microsoft stack), to SME's in the Accountancy and Professional Services sector. They are one of the highest calibre IT Service Providers we work with, and their tech staff are some of the most competent in the business. They're going from strength to strength and, with exemplary customer service being at the heart of their organisation and as a result of rapid recent grown, they're now seeking an additional Service Delivery Manager to ensure the highest level of service provision to their expanding client portfolio. What you'll do: Service Optimisation Monitor and coordinate IT service desk functions to ensure seamless service delivery. Maintain high performance levels for service-related processes and proactively implement improvement activities where necessary. Take ownership of critical incidents, collaborating with resolution parties, and facilitating effective communication between stakeholders for root cause analysis. Establish and maintain robust systems, procedures, and methodologies to support outstanding service delivery. Client Management Conduct regular reviews (monthly, quarterly, and biannual) with key stakeholders. Generate reports to measure success against client KPIs and SLAs, analysing data to inform Quarterly Business Reviews (QBRs) and Service Reviews. Create and run ad-hoc reports to provide timely client status information for QBRs (e.g., Windows Updates). Continuously enhance reporting processes, minimizing manual effort and maximizing reporting tools' utilization. Craft high-quality client-facing reports and deliver them to key stakeholders. Efficiency Enhancement Collaborate with Team Leaders to conduct weekly ticket quality checks. Address small improvements with Engineers and escalate significant issues and recurrent problems to Team Leaders. Analyse third-party and internal processes, devising strategies for service delivery optimization. Identify and minimize the frequency of recurrent tickets What you'll need: An absolute passion for ensuring the provision of exemplary customer service / service delivery 3+ years of experience in Service Delivery, Service Management or Customer Success from within an SME IT Service Provider or IT Managed Services background Strong knowledge of ITIL To be highly organised with excellent written and oral communications Ability to present to external clients The business operates a flexible working policy, with a minimum of 2 days in the office required per week. The role is paying up to £50k.
May 18, 2024
Full time
Service Delivery Manager - IT Managed Service Provider Hybrid working London Service Delivery Manager required by one of the fastest growing SME IT Service Providers in the UK (% headcount grown in the past two years). The business comprises circa 100 employees across 3 sites, delivering IT and Consulting services to businesses across London and the South. Core areas of expertise are IT consultancy, Support and Cloud service provision (primarily Microsoft stack), to SME's in the Accountancy and Professional Services sector. They are one of the highest calibre IT Service Providers we work with, and their tech staff are some of the most competent in the business. They're going from strength to strength and, with exemplary customer service being at the heart of their organisation and as a result of rapid recent grown, they're now seeking an additional Service Delivery Manager to ensure the highest level of service provision to their expanding client portfolio. What you'll do: Service Optimisation Monitor and coordinate IT service desk functions to ensure seamless service delivery. Maintain high performance levels for service-related processes and proactively implement improvement activities where necessary. Take ownership of critical incidents, collaborating with resolution parties, and facilitating effective communication between stakeholders for root cause analysis. Establish and maintain robust systems, procedures, and methodologies to support outstanding service delivery. Client Management Conduct regular reviews (monthly, quarterly, and biannual) with key stakeholders. Generate reports to measure success against client KPIs and SLAs, analysing data to inform Quarterly Business Reviews (QBRs) and Service Reviews. Create and run ad-hoc reports to provide timely client status information for QBRs (e.g., Windows Updates). Continuously enhance reporting processes, minimizing manual effort and maximizing reporting tools' utilization. Craft high-quality client-facing reports and deliver them to key stakeholders. Efficiency Enhancement Collaborate with Team Leaders to conduct weekly ticket quality checks. Address small improvements with Engineers and escalate significant issues and recurrent problems to Team Leaders. Analyse third-party and internal processes, devising strategies for service delivery optimization. Identify and minimize the frequency of recurrent tickets What you'll need: An absolute passion for ensuring the provision of exemplary customer service / service delivery 3+ years of experience in Service Delivery, Service Management or Customer Success from within an SME IT Service Provider or IT Managed Services background Strong knowledge of ITIL To be highly organised with excellent written and oral communications Ability to present to external clients The business operates a flexible working policy, with a minimum of 2 days in the office required per week. The role is paying up to £50k.
Service Desk Manager Location: Birmingham (Hybrid) Salary: Up to £45,000 (doe) Are you an IT professional seeking advancement in your career? We are looking for a skilled Service Desk Manager/Team Leader with a strong technical background and 2-3 years of experience in a similar role. This role is pivotal in leading our client's service desk team to deliver exceptional IT support. Key Responsibilities: Lead and guide a team of service desk technicians to ensure they provide top-notch and timely support to clients. Supervise day-to-day service desk operations, ensuring adherence to service level agreements (SLAs) and exceeding client expectations. Serve as a primary contact for key clients, fostering strong relationships and promptly addressing escalations or concerns. Continuously evaluate and enhance service desk processes to boost efficiency and client satisfaction, emphasizing team leadership over direct involvement in ticket resolution. Stay abreast of the latest IT trends and technologies to offer guidance and support to the team and clients. Requirements: Demonstrated 2-3 years' experience ideally in an MSP environment, in a leadership or supervisory role within the service desk. Proven ability to lead, motivate, and develop IT professionals. Dedication to delivering outstanding customer service and ensuring client happiness. Strong grasp of IT systems, networks, and infrastructure, with the capability to troubleshoot and resolve technical issues. Excellent verbal and written communication skills, enabling effective interaction with clients and internal teams. Relevant certifications such as ITIL, CompTIA, or Microsoft certifications are advantageous. If you are a proactive and results-oriented individual with a passion for IT service delivery and team leadership, we encourage you to apply for this opportunity. To be considered, please submit your CV promptly.
May 18, 2024
Full time
Service Desk Manager Location: Birmingham (Hybrid) Salary: Up to £45,000 (doe) Are you an IT professional seeking advancement in your career? We are looking for a skilled Service Desk Manager/Team Leader with a strong technical background and 2-3 years of experience in a similar role. This role is pivotal in leading our client's service desk team to deliver exceptional IT support. Key Responsibilities: Lead and guide a team of service desk technicians to ensure they provide top-notch and timely support to clients. Supervise day-to-day service desk operations, ensuring adherence to service level agreements (SLAs) and exceeding client expectations. Serve as a primary contact for key clients, fostering strong relationships and promptly addressing escalations or concerns. Continuously evaluate and enhance service desk processes to boost efficiency and client satisfaction, emphasizing team leadership over direct involvement in ticket resolution. Stay abreast of the latest IT trends and technologies to offer guidance and support to the team and clients. Requirements: Demonstrated 2-3 years' experience ideally in an MSP environment, in a leadership or supervisory role within the service desk. Proven ability to lead, motivate, and develop IT professionals. Dedication to delivering outstanding customer service and ensuring client happiness. Strong grasp of IT systems, networks, and infrastructure, with the capability to troubleshoot and resolve technical issues. Excellent verbal and written communication skills, enabling effective interaction with clients and internal teams. Relevant certifications such as ITIL, CompTIA, or Microsoft certifications are advantageous. If you are a proactive and results-oriented individual with a passion for IT service delivery and team leadership, we encourage you to apply for this opportunity. To be considered, please submit your CV promptly.
Your new company Join an exciting and innovative organisation in the livestock industry as the Head of Service Management. This renowned company is dedicated to providing exceptional livestock data services, enabling effective disease and infection control while driving productivity and innovation in agriculture. As part of this forward-thinking team, you will have the opportunity to contribute your expertise and align with their values. Your new role As a Service Delivery Manager at this fast growing organisation, you will play a pivotal role in our multi-vendor support model. Your focus will extend beyond the successful delivery of support outcomes. You will strive to elevate support across the organisation, from the Service Desk to our Dev Teams and Product Owners, ensuring exceptional service for our customers and surpassing our support targets. Your work will adhere to industry standards such as ITIL V4, ISO 27001, and ISO 20000. What you'll need to succeed Proven experience in a similar role, ideally within an ISO 20000 accredited organisation. In-depth knowledge of cloud computing on the Azure platform. Experience working within a SIAM Service Model. ITIL V3 and/or ITIL V4 qualifications. Strong project management skills, with the ability to lead cross-functional teams. Excellent communication and interpersonal skills. What you'll get in return The flexibility of a fully remote working setup. A competitive salary and benefits package. Ongoing learning, training, and career development opportunities 25 days annual leave + 8 days bank holiday Life Assurance coverage (4x your Annual Salary). What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
May 18, 2024
Full time
Your new company Join an exciting and innovative organisation in the livestock industry as the Head of Service Management. This renowned company is dedicated to providing exceptional livestock data services, enabling effective disease and infection control while driving productivity and innovation in agriculture. As part of this forward-thinking team, you will have the opportunity to contribute your expertise and align with their values. Your new role As a Service Delivery Manager at this fast growing organisation, you will play a pivotal role in our multi-vendor support model. Your focus will extend beyond the successful delivery of support outcomes. You will strive to elevate support across the organisation, from the Service Desk to our Dev Teams and Product Owners, ensuring exceptional service for our customers and surpassing our support targets. Your work will adhere to industry standards such as ITIL V4, ISO 27001, and ISO 20000. What you'll need to succeed Proven experience in a similar role, ideally within an ISO 20000 accredited organisation. In-depth knowledge of cloud computing on the Azure platform. Experience working within a SIAM Service Model. ITIL V3 and/or ITIL V4 qualifications. Strong project management skills, with the ability to lead cross-functional teams. Excellent communication and interpersonal skills. What you'll get in return The flexibility of a fully remote working setup. A competitive salary and benefits package. Ongoing learning, training, and career development opportunities 25 days annual leave + 8 days bank holiday Life Assurance coverage (4x your Annual Salary). What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Hays Specialist Recruitment Limited
Driffield, North Humberside
IT SERVICE DESK SALARY - UP TO £26,000 + OUTSTANDING BENEFITS LOCATION - Nr DRIFFIELD Your new role One of the region's most successful businesses is looking to add an IT Service Desk candidate who will be responsible for providing 1stLine IT support to their large customer base, ensuring the highest levels of customer service is maintained. What you'll need to succeed The Hiring Manager would ideally like to Hire someone who has worked to ITIL principals and standards previously and would like to receive applications from candidates who have the following key skills and experience: Customer Service focussed with excellent communication skills Excellent problem solving ability Good working knowledge of MS Windows (client devices) Understanding of Windows Server, MS Exchange and AD (Users and Computers) Experience of mobile device and application management across Microsoft, Apple and Android platforms Previous experience of talking to customers over the phone or via chat / email to capture, record and resolve technical problems experienced. What you'll get in return The salary on offer is £26,000 + Annual Bonus + Excellent Benefits Package. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
May 18, 2024
Full time
IT SERVICE DESK SALARY - UP TO £26,000 + OUTSTANDING BENEFITS LOCATION - Nr DRIFFIELD Your new role One of the region's most successful businesses is looking to add an IT Service Desk candidate who will be responsible for providing 1stLine IT support to their large customer base, ensuring the highest levels of customer service is maintained. What you'll need to succeed The Hiring Manager would ideally like to Hire someone who has worked to ITIL principals and standards previously and would like to receive applications from candidates who have the following key skills and experience: Customer Service focussed with excellent communication skills Excellent problem solving ability Good working knowledge of MS Windows (client devices) Understanding of Windows Server, MS Exchange and AD (Users and Computers) Experience of mobile device and application management across Microsoft, Apple and Android platforms Previous experience of talking to customers over the phone or via chat / email to capture, record and resolve technical problems experienced. What you'll get in return The salary on offer is £26,000 + Annual Bonus + Excellent Benefits Package. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
IT Security Manager - Security Operations - Birmingham Hybrid working available Salary £40,000-50,950 %Flex fund IT Security Manager required for a leading client based in Birmingham. My client is currently seeking a IT Security Manager to come on board to effectively manage the Security Operations pillar within the IT Security, Compliance & Identity function. This involves overseeing Security technology and Security Operations Centre management. Additionally, this position involves leveraging and applying understanding of business objectives and security needs to identify issues and establish priorities for both internal and external delivery teams. Key skills and responsibilities, Strong IT Security Management experience Direct the Security Operations pillar, devising and implementing requirements, techniques, and resources to enhance value and mitigate risks across proactive monitoring, incident response, threat management, and vulnerability management, among other areas. Spearhead the development and upkeep of Security Operations policies, standards, procedures, and documentation, including playbooks and guidelines. Oversee the implementation and adherence to security operations procedures, assessing real and potential security breaches, and ensuring thorough investigation and resolution. Familiarity with IT Service Frameworks, methodologies, and industry best practices such as ITIL v4 and Agile. Understanding of day-to-day operations and industry best practices within a Security Operations Center (SOC). Proficiency in technical security aspects including firewalls, network security groups, and access controls. Demonstrated leadership in guiding teams through the entire IT service lifecycle, fortifying security measures, and advancing capabilities through continual service enhancement. Track record of leading response efforts during live cyber incidents and executing remediation strategies. Experience collaborating with supplier teams to facilitate managed services delivery for enhancements. Broad experience spanning the entire spectrum of IT security, encompassing software, servers, infrastructure, and networks. Proven expertise in designing and implementing secure systems, and leading reviews of intricate security matters when necessary. Interested? Please submit your updated CV to Emma Siwicki at Crimson for immediate consideration. Not interested? Do you know someone who might be a perfect fit for this role? Refer a friend and earn £250 worth of vouchers! Crimson is acting as an employment agency regarding this vacancy
May 18, 2024
Full time
IT Security Manager - Security Operations - Birmingham Hybrid working available Salary £40,000-50,950 %Flex fund IT Security Manager required for a leading client based in Birmingham. My client is currently seeking a IT Security Manager to come on board to effectively manage the Security Operations pillar within the IT Security, Compliance & Identity function. This involves overseeing Security technology and Security Operations Centre management. Additionally, this position involves leveraging and applying understanding of business objectives and security needs to identify issues and establish priorities for both internal and external delivery teams. Key skills and responsibilities, Strong IT Security Management experience Direct the Security Operations pillar, devising and implementing requirements, techniques, and resources to enhance value and mitigate risks across proactive monitoring, incident response, threat management, and vulnerability management, among other areas. Spearhead the development and upkeep of Security Operations policies, standards, procedures, and documentation, including playbooks and guidelines. Oversee the implementation and adherence to security operations procedures, assessing real and potential security breaches, and ensuring thorough investigation and resolution. Familiarity with IT Service Frameworks, methodologies, and industry best practices such as ITIL v4 and Agile. Understanding of day-to-day operations and industry best practices within a Security Operations Center (SOC). Proficiency in technical security aspects including firewalls, network security groups, and access controls. Demonstrated leadership in guiding teams through the entire IT service lifecycle, fortifying security measures, and advancing capabilities through continual service enhancement. Track record of leading response efforts during live cyber incidents and executing remediation strategies. Experience collaborating with supplier teams to facilitate managed services delivery for enhancements. Broad experience spanning the entire spectrum of IT security, encompassing software, servers, infrastructure, and networks. Proven expertise in designing and implementing secure systems, and leading reviews of intricate security matters when necessary. Interested? Please submit your updated CV to Emma Siwicki at Crimson for immediate consideration. Not interested? Do you know someone who might be a perfect fit for this role? Refer a friend and earn £250 worth of vouchers! Crimson is acting as an employment agency regarding this vacancy
Main purpose of the role The primary responsibility of this role is to manage the Technology Support Services (part of DTS team), responsible for effective management of IT systems, business applications & information; and adapt CIFF's IT systems and related operational procedures to be more efficient, effective, and streamlined across all locations. The role will involve working directly with the Head of DTS and India Operations, Change Delivery Programme Manager, Technical Architect, IT Analysts, main point of contact for third party services providers and a wide range of stakeholders across the organisation, to efficiently deliver the technology support services. The role requires effective management of IT systems and assets, delivery of fit-for-purpose IT services, management of technology support services team and to act in alignment with CIFF staff needs and system functionality to contribute to organisational policy. It also includes handling the global annual IT operations budgets and ensuring cost effectiveness. The role is crucial for creating and maintaining focus, enthusiasm, and momentum through effective leadership for technology support services team and building people-centric team ethos, enabling positive and productive environment for employees at work. The role also has line management responsibilities for the IT Analysts in the DTS team across locations and will be responsible for performance management and pay review related aspects of the team.The role holder will also be expected to deputise for the Head of Digital Technology Solutions specifically in relation to IT Service Delivery matters across any location in times of absence and where appropriate delegation is requested. Role's responsibilities Strategy & planning Prepare and present high-quality analysis and research, as required, to support the business needs in determining future strategic priorities and setting operational plans for IT support. Lead and deliver on the development of sustainable strategies related to global technology support services which fundamentally contributes to the realisation of DTS strategy and the associated digital and technology investments, alongside other team members. Delivery & performance Develop, set and drive objectives for the technology support services team, with a key focus on customer service and satisfaction. Accountable for team delivery against the agreed objectives and for the effectiveness and efficiency of technology support services across CIFF. Lead and deliver the overall technology support services portfolio, overall management for resourcing, budget control, communication, and implementation. Develop and maintain the required processes, tools, and templates, covering all the aspects of how team operates and how technology projects are planned, executed, and implemented to the organisation. Maintain essential IT operations, including business applications, IT infrastructure, servers, email systems, audio-visual equipment, and end user computing devices across all the operating offices. Own projects, solutions, and key responsibilities within a larger business initiative. Handle business-critical IT tasks and systems administration. Research and evaluate emerging technologies, hardware, and software and identify opportunities and make recommendations for effective and efficient use and adoption of IT systems across the organisation. Develop and implement of IT policies and best practice guides for the organisation. Direct line management for the technology support services team members, provide direction for the technology support services team members and identify the opportunities for team training and skills advancement. Conduct regular system audits and share regular operation system reports with senior staff. Oversee and determine the timeframes for major IT projects including system updates, upgrades, migrations, and outages. Third party supplier management for the technology support services portfolio across CIFF Track and maintain hardware and software inventory. Stakeholder and partner management Conduct rigorous research and evaluation of potential partners, using agreed corporate protocols and techniques, to assess their suitability and credentials for collaborating on technology initiatives. Apply CIFF's agreed account management disciplines and approaches in all dealings with vendors and stakeholders, to ensure productive and professional relationships are maintained in a coordinated and strategic manner. Collaborating with senior colleagues, help to develop strategic technical capabilities to support CIFF's field facing agenda. Membership and leadership of the team Be a role model to less experienced team members, demonstrating CIFF's leadership behaviours and providing mentorship to aid their growth. Adopt a coaching approach with colleagues which instills a culture of openness and trust, embraces diverse thinking, and encourages continuous improvement and learning. We operate a matrix structure so reporting lines can vary between specific aspects of the role. Qualifications & Experience Experience working in multi-site organisations, preferably international. ITIL and MS Administration / Azure / Power Platform Certification. Excellent knowledge and experience on technical management, information analysis and of the following technologies: o Microsoft 365 including Exchange, SharePoint, OneDrive, and Teams o Microsoft Intune, Group Policy Management, Active Directory and Azure Active Directory o Microsoft Azure o Citrix ShareFile and Mimecast (mail gateway, Large File Send, Secure Messaging) o Networking Concepts and supporting product knowledge o Mobile Data Management and Telephony o Polycom based AV infrastructure. Self-starter with the ability to work and prioritise activities without supervision. Ability to manage expectations from the business and manage personnel. Educated to degree level, with appropriate specialist accreditation. Builds valuable partnerships/relationships based on shared goals, transparency, and mutual respect. Constantly seeks opportunities to improve and innovate, driving towards ever greater effectiveness and impact. Excellent communication & interpersonal skills, written, verbal & exceptional active listening skills, with a customer service mentality. Ability to clearly articulate messages to a variety of audiences using multi-channels. Able to effectively & collaboratively at all levels in an organisation influence other and move toward a common vision or goal. Forward-looking with a holistic approach and strong business acumen with an understanding of organisational issues and challenges. Good organisational skills with a natural inclination for planning strategy and tactics, problem-solving and root causes identification skills. Strong ability to prioritise, multitask and work independently, whilst maintaining the quality of work expected and meeting multiple deadlines as required. Flexible and adaptable; able to work in ambiguous situations, resilient and tenacious with a propensity to persevere. Is passionate about CIFF's mission, maintaining perspective on how daily actions contribute to improving the lives of children. Key working relationships CIFF CAO Head of DTS Change Delivery team IT Analysts Programme and Sector team SPOCs Management dimensions Responsibility for Technology support services team financial budget planning and tracking. The salary for this role is £80,000 per annum. Alongside a competitive salary, we offer a generous benefits package here at CIFF that includes, but is not limited to the following: Annual leave - 25 days per annum. Increasing by 1 day after each year of service, to a maximum of 30 days. Bonus - CIFF currently operates a discretionary bonus scheme. Training allowance Wellbeing allowance Life insurance Medical insurance Please submit your application on or before 27th May 2024.
May 18, 2024
Full time
Main purpose of the role The primary responsibility of this role is to manage the Technology Support Services (part of DTS team), responsible for effective management of IT systems, business applications & information; and adapt CIFF's IT systems and related operational procedures to be more efficient, effective, and streamlined across all locations. The role will involve working directly with the Head of DTS and India Operations, Change Delivery Programme Manager, Technical Architect, IT Analysts, main point of contact for third party services providers and a wide range of stakeholders across the organisation, to efficiently deliver the technology support services. The role requires effective management of IT systems and assets, delivery of fit-for-purpose IT services, management of technology support services team and to act in alignment with CIFF staff needs and system functionality to contribute to organisational policy. It also includes handling the global annual IT operations budgets and ensuring cost effectiveness. The role is crucial for creating and maintaining focus, enthusiasm, and momentum through effective leadership for technology support services team and building people-centric team ethos, enabling positive and productive environment for employees at work. The role also has line management responsibilities for the IT Analysts in the DTS team across locations and will be responsible for performance management and pay review related aspects of the team.The role holder will also be expected to deputise for the Head of Digital Technology Solutions specifically in relation to IT Service Delivery matters across any location in times of absence and where appropriate delegation is requested. Role's responsibilities Strategy & planning Prepare and present high-quality analysis and research, as required, to support the business needs in determining future strategic priorities and setting operational plans for IT support. Lead and deliver on the development of sustainable strategies related to global technology support services which fundamentally contributes to the realisation of DTS strategy and the associated digital and technology investments, alongside other team members. Delivery & performance Develop, set and drive objectives for the technology support services team, with a key focus on customer service and satisfaction. Accountable for team delivery against the agreed objectives and for the effectiveness and efficiency of technology support services across CIFF. Lead and deliver the overall technology support services portfolio, overall management for resourcing, budget control, communication, and implementation. Develop and maintain the required processes, tools, and templates, covering all the aspects of how team operates and how technology projects are planned, executed, and implemented to the organisation. Maintain essential IT operations, including business applications, IT infrastructure, servers, email systems, audio-visual equipment, and end user computing devices across all the operating offices. Own projects, solutions, and key responsibilities within a larger business initiative. Handle business-critical IT tasks and systems administration. Research and evaluate emerging technologies, hardware, and software and identify opportunities and make recommendations for effective and efficient use and adoption of IT systems across the organisation. Develop and implement of IT policies and best practice guides for the organisation. Direct line management for the technology support services team members, provide direction for the technology support services team members and identify the opportunities for team training and skills advancement. Conduct regular system audits and share regular operation system reports with senior staff. Oversee and determine the timeframes for major IT projects including system updates, upgrades, migrations, and outages. Third party supplier management for the technology support services portfolio across CIFF Track and maintain hardware and software inventory. Stakeholder and partner management Conduct rigorous research and evaluation of potential partners, using agreed corporate protocols and techniques, to assess their suitability and credentials for collaborating on technology initiatives. Apply CIFF's agreed account management disciplines and approaches in all dealings with vendors and stakeholders, to ensure productive and professional relationships are maintained in a coordinated and strategic manner. Collaborating with senior colleagues, help to develop strategic technical capabilities to support CIFF's field facing agenda. Membership and leadership of the team Be a role model to less experienced team members, demonstrating CIFF's leadership behaviours and providing mentorship to aid their growth. Adopt a coaching approach with colleagues which instills a culture of openness and trust, embraces diverse thinking, and encourages continuous improvement and learning. We operate a matrix structure so reporting lines can vary between specific aspects of the role. Qualifications & Experience Experience working in multi-site organisations, preferably international. ITIL and MS Administration / Azure / Power Platform Certification. Excellent knowledge and experience on technical management, information analysis and of the following technologies: o Microsoft 365 including Exchange, SharePoint, OneDrive, and Teams o Microsoft Intune, Group Policy Management, Active Directory and Azure Active Directory o Microsoft Azure o Citrix ShareFile and Mimecast (mail gateway, Large File Send, Secure Messaging) o Networking Concepts and supporting product knowledge o Mobile Data Management and Telephony o Polycom based AV infrastructure. Self-starter with the ability to work and prioritise activities without supervision. Ability to manage expectations from the business and manage personnel. Educated to degree level, with appropriate specialist accreditation. Builds valuable partnerships/relationships based on shared goals, transparency, and mutual respect. Constantly seeks opportunities to improve and innovate, driving towards ever greater effectiveness and impact. Excellent communication & interpersonal skills, written, verbal & exceptional active listening skills, with a customer service mentality. Ability to clearly articulate messages to a variety of audiences using multi-channels. Able to effectively & collaboratively at all levels in an organisation influence other and move toward a common vision or goal. Forward-looking with a holistic approach and strong business acumen with an understanding of organisational issues and challenges. Good organisational skills with a natural inclination for planning strategy and tactics, problem-solving and root causes identification skills. Strong ability to prioritise, multitask and work independently, whilst maintaining the quality of work expected and meeting multiple deadlines as required. Flexible and adaptable; able to work in ambiguous situations, resilient and tenacious with a propensity to persevere. Is passionate about CIFF's mission, maintaining perspective on how daily actions contribute to improving the lives of children. Key working relationships CIFF CAO Head of DTS Change Delivery team IT Analysts Programme and Sector team SPOCs Management dimensions Responsibility for Technology support services team financial budget planning and tracking. The salary for this role is £80,000 per annum. Alongside a competitive salary, we offer a generous benefits package here at CIFF that includes, but is not limited to the following: Annual leave - 25 days per annum. Increasing by 1 day after each year of service, to a maximum of 30 days. Bonus - CIFF currently operates a discretionary bonus scheme. Training allowance Wellbeing allowance Life insurance Medical insurance Please submit your application on or before 27th May 2024.
Infrastructure Alert & Event Manager Corsham Contract A national security clearance is required for this role but candidates not holding this level of clearance will be considered Leading Managed Services Provider in the Defence Sector require a skilled Infrastructure Alert & Event Manager on an ongoing contract basis. Riverbed NetIM/Application Response Expert (ARX) BMC suite of services (Truesight/Discovery) WhatsUp Gold Microsoft System Center Operation Manager (SCOM) The Event Management Services shall be provided at each customer CyISOC. The ITIL Event Management Services shall include: Raising and responding to Alerts, Events and Incidents, including handing off each of these to the relevant Resolver Group or service desk. Supporting the Authority to develop best practices (and if the Authority requests, implementing such practices) in relation to: o Configuration of relevant systems with respect to Events and Alerts; and o Activities which will result in the detection, notification, filtering and correlation of all Events and Alerts. Engineering and managing Event Management Dashboards; and Identifying circumstances where an Alert is required and configuring Alerts to meet the requirements of the Event Management Service stakeholders. Your experience An excellent understanding of at least two but preferably more of the following, with the commitment to increase understanding and experience on the wider set listed. Microsoft Windows Event monitoring Network Event Monitoring Ideally CCNA or CCNA level of networking experience Knowledge of SNMPv3, MIBs and OIDs Network Traffic Analysis 3rd Line Support engineer in either WINTEL or Networks would be an advantage. If you are interested please apply via this ad in the first instance or send a CV with covering note to (url removed) Project People is acting as an Employment Business in relation to this vacancy.
May 18, 2024
Contractor
Infrastructure Alert & Event Manager Corsham Contract A national security clearance is required for this role but candidates not holding this level of clearance will be considered Leading Managed Services Provider in the Defence Sector require a skilled Infrastructure Alert & Event Manager on an ongoing contract basis. Riverbed NetIM/Application Response Expert (ARX) BMC suite of services (Truesight/Discovery) WhatsUp Gold Microsoft System Center Operation Manager (SCOM) The Event Management Services shall be provided at each customer CyISOC. The ITIL Event Management Services shall include: Raising and responding to Alerts, Events and Incidents, including handing off each of these to the relevant Resolver Group or service desk. Supporting the Authority to develop best practices (and if the Authority requests, implementing such practices) in relation to: o Configuration of relevant systems with respect to Events and Alerts; and o Activities which will result in the detection, notification, filtering and correlation of all Events and Alerts. Engineering and managing Event Management Dashboards; and Identifying circumstances where an Alert is required and configuring Alerts to meet the requirements of the Event Management Service stakeholders. Your experience An excellent understanding of at least two but preferably more of the following, with the commitment to increase understanding and experience on the wider set listed. Microsoft Windows Event monitoring Network Event Monitoring Ideally CCNA or CCNA level of networking experience Knowledge of SNMPv3, MIBs and OIDs Network Traffic Analysis 3rd Line Support engineer in either WINTEL or Networks would be an advantage. If you are interested please apply via this ad in the first instance or send a CV with covering note to (url removed) Project People is acting as an Employment Business in relation to this vacancy.
Role: ICT Senior Business Partner Location: Hybrid - Home + 1 to 2 days per week on site (Oxfordshire region) Salary: 65 - 68K + a comprehensive range of Employee Benefits, (including excellent Pension, and a wide range of travel and shopping discounts) Key Skills: Business Relationship Manager / Service Delivery Manager experience, bridging the gap between Business Units and ICT. Technology road mapping, driving User Experience, writing Business Cases, Information Governance and Assurance Why Apply: This is a great opportunity to join a high-profile Government organisation where you will be bringing your extensive ICT background and ability to discover, analyse, document and drive forward key ICT projects in partnership with key stakeholders so that each Business Unit's ICT needs are met and ICT is optimised at every opportunity. Our Client: Our Client is government organisation delivering essential services at a local level. They are a technology driven organisation, embracing a wide range of transformation projects to drive continuous improvement in all their operational areas. The Role: (summary) Manage relationships with key stakeholders at all stages of ICT projects, from documenting business cases to driving discovery, project funding, initiation, development and implementation through to benefits realisation and User Experience reporting. Line manage an ICT Business Partner Lead the ICT portfolio for the relevant Business Units Identify gaps / business needs and fully document Build ICT technology roadmap awareness across the organisation Check information Governance, Assurance and Accessibility Understand project costs and subsequent lifecycle costs Liaise with Technical Architects to check High Level Design The successful candidate will be able to demonstrate: Essential: 20+ years in ICT management / service delivery / solutions 5+ years in similar role as Business Relationship Manager / ICT Business Partner / ICT Service Manager etc., where you have bridged the gap between Business Units and ICT functions Excellent relationship building skills with stakeholders Experienced in technology road mapping (high level design) ITIL v3 or v.4 is essential, (BRMP is desirable but not essential) Strong projects portfolio management Strong desire to drive User Experience at all times and awareness of the User Journey throughout all new business cases / projects Strong supplier management skills, able to take projects delivery to ITT stage if needed Strong verbal and written communication skills to liaise confidently across the team and a wide variety of stakeholders. Demonstrable understanding and experience with associated ICT costs and ability to drive effective solutions based on improved services, cost-efficiency and benefits realisation Energy and drive to engage with all key stakeholders and deliver the best ICT solutions to each business need 5+ years UK residency, (with no extended periods outside of the UK), in order to meet the necessary level of security vetting required. You will need to be able to demonstrate that you have lived and worked in the UK for the last 5 years in order to meet the security vetting required for this role
May 18, 2024
Full time
Role: ICT Senior Business Partner Location: Hybrid - Home + 1 to 2 days per week on site (Oxfordshire region) Salary: 65 - 68K + a comprehensive range of Employee Benefits, (including excellent Pension, and a wide range of travel and shopping discounts) Key Skills: Business Relationship Manager / Service Delivery Manager experience, bridging the gap between Business Units and ICT. Technology road mapping, driving User Experience, writing Business Cases, Information Governance and Assurance Why Apply: This is a great opportunity to join a high-profile Government organisation where you will be bringing your extensive ICT background and ability to discover, analyse, document and drive forward key ICT projects in partnership with key stakeholders so that each Business Unit's ICT needs are met and ICT is optimised at every opportunity. Our Client: Our Client is government organisation delivering essential services at a local level. They are a technology driven organisation, embracing a wide range of transformation projects to drive continuous improvement in all their operational areas. The Role: (summary) Manage relationships with key stakeholders at all stages of ICT projects, from documenting business cases to driving discovery, project funding, initiation, development and implementation through to benefits realisation and User Experience reporting. Line manage an ICT Business Partner Lead the ICT portfolio for the relevant Business Units Identify gaps / business needs and fully document Build ICT technology roadmap awareness across the organisation Check information Governance, Assurance and Accessibility Understand project costs and subsequent lifecycle costs Liaise with Technical Architects to check High Level Design The successful candidate will be able to demonstrate: Essential: 20+ years in ICT management / service delivery / solutions 5+ years in similar role as Business Relationship Manager / ICT Business Partner / ICT Service Manager etc., where you have bridged the gap between Business Units and ICT functions Excellent relationship building skills with stakeholders Experienced in technology road mapping (high level design) ITIL v3 or v.4 is essential, (BRMP is desirable but not essential) Strong projects portfolio management Strong desire to drive User Experience at all times and awareness of the User Journey throughout all new business cases / projects Strong supplier management skills, able to take projects delivery to ITT stage if needed Strong verbal and written communication skills to liaise confidently across the team and a wide variety of stakeholders. Demonstrable understanding and experience with associated ICT costs and ability to drive effective solutions based on improved services, cost-efficiency and benefits realisation Energy and drive to engage with all key stakeholders and deliver the best ICT solutions to each business need 5+ years UK residency, (with no extended periods outside of the UK), in order to meet the necessary level of security vetting required. You will need to be able to demonstrate that you have lived and worked in the UK for the last 5 years in order to meet the security vetting required for this role
Unix/Linux Engineer Stevange - On-Site - Monday-Friday Brief Overview of role / project: Our purpose is to make the world more sustainable by building trust in society through innovation. As a Unix/Linux Engineer you will contribute to this by providing input to the development, maintenance and operational support of specific client infrastructure, systems and associated software. Your role will involve: Monitoring and technical support of client's infrastructure including Incident and request management. Server administration. Plan and undertake changes as agreed with the client (in accordance with ITIL change management process) Assess user requirements and formulate technical specifications that are cost effective and accurately meet the clients' identified needs. Install and test operating software and associated products in conjunction with application providers. Your experience Knowledge of operating systems - RedHat 6. 7. 8. 9. Solaris Experience with HPC Platform Experience with Red Hat Satellite Experience with Virtualisation Platforms with specific products like VMware ESXi and MS Hyper-V Knowledge of Identity Manager Knowledge of SCOM Working experience with Anti-Virus within Linux OS Knowledge of Rancher, Kubernetes, Ansible Knowledge and experience of specific infrastructure support services Awareness of hardware technologies including IBM, HP and Dell plus blades Proficient system management skills A national security clearance is required for this role but candidates not holding this level of clearance will be considered Project People is acting as an Employment Business in relation to this vacancy.
May 18, 2024
Contractor
Unix/Linux Engineer Stevange - On-Site - Monday-Friday Brief Overview of role / project: Our purpose is to make the world more sustainable by building trust in society through innovation. As a Unix/Linux Engineer you will contribute to this by providing input to the development, maintenance and operational support of specific client infrastructure, systems and associated software. Your role will involve: Monitoring and technical support of client's infrastructure including Incident and request management. Server administration. Plan and undertake changes as agreed with the client (in accordance with ITIL change management process) Assess user requirements and formulate technical specifications that are cost effective and accurately meet the clients' identified needs. Install and test operating software and associated products in conjunction with application providers. Your experience Knowledge of operating systems - RedHat 6. 7. 8. 9. Solaris Experience with HPC Platform Experience with Red Hat Satellite Experience with Virtualisation Platforms with specific products like VMware ESXi and MS Hyper-V Knowledge of Identity Manager Knowledge of SCOM Working experience with Anti-Virus within Linux OS Knowledge of Rancher, Kubernetes, Ansible Knowledge and experience of specific infrastructure support services Awareness of hardware technologies including IBM, HP and Dell plus blades Proficient system management skills A national security clearance is required for this role but candidates not holding this level of clearance will be considered Project People is acting as an Employment Business in relation to this vacancy.
EUX Operations Manager - hybrid working in London An exciting EUX Operations Manager opportunity working for a FTSE 100 business who has begun one of the biggest technology transformation programmes in Europe. Working for this global organisation, you will play a pivotal part in the digital transformation of the technology solutions and technology-led services the business provides to their customers. Purpose of the role Delivery of end user service operations and ITIL operational processes to the business (Event, Incident, Problem, Change and Request) Service restoration for end user incidents and degradations in service, focus on compliance with SLAs. Lead the activities and operational procedures required to trap and resolve any event/incident, ensuring timely and effective communications to all relevant stakeholders through established channels. Operational command and control through compliance and focus on reduced incidents and fast recovery of services, including operational management of all end user vendors, incl. agency managed vendors Experience Experience of leading a global 24x7 service offering Strong experience of delivering critical IT services in an operational environment Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation Proven experience of dealing with diverse supplier framework Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers Experience of operating across multiple countries and cultures is desirable, but not essential
May 18, 2024
Full time
EUX Operations Manager - hybrid working in London An exciting EUX Operations Manager opportunity working for a FTSE 100 business who has begun one of the biggest technology transformation programmes in Europe. Working for this global organisation, you will play a pivotal part in the digital transformation of the technology solutions and technology-led services the business provides to their customers. Purpose of the role Delivery of end user service operations and ITIL operational processes to the business (Event, Incident, Problem, Change and Request) Service restoration for end user incidents and degradations in service, focus on compliance with SLAs. Lead the activities and operational procedures required to trap and resolve any event/incident, ensuring timely and effective communications to all relevant stakeholders through established channels. Operational command and control through compliance and focus on reduced incidents and fast recovery of services, including operational management of all end user vendors, incl. agency managed vendors Experience Experience of leading a global 24x7 service offering Strong experience of delivering critical IT services in an operational environment Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation Proven experience of dealing with diverse supplier framework Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers Experience of operating across multiple countries and cultures is desirable, but not essential
Service Transition Manager - £500-£550 per day - Outside IR35 - Primarily remote with occasional attendance to an office in Derby - 9 months initial contract. Job Description: My client is seeking a highly skilled and experienced Service Transition Manager to lead their Transition & Release Management processes. The successful candidate will play a critical role in ensuring the smooth and efficient transition of services and the successful release of software solutions. This role requires a deep understanding of ITIL processes, exceptional experience in Transition & Release Management, and a strong background in software delivery and process improvement. Key Responsibilities: Develop, implement, and maintain Cross-Delivery Transition & Release Management. Ensure adherence to recommended best practices for Transition & Release Management across secure and reliable service platform solutions (on-premise, cloud, PaaS, SaaS, etc.). Lead the planning, coordination, and execution of service transitions and software releases, ensuring minimal disruption to services. Collaborate with cross-functional teams to deliver high-impact, high-value business outcomes. Continuously improve processes to enhance efficiency, reliability, and security of service transitions and software releases. Provide leadership and guidance on ITIL processes, particularly focusing on Transition & Release Management. Monitor and report on the effectiveness of Transition & Release Management processes, implementing improvements as necessary. Qualifications: Excellent knowledge and experience with ITIL processes, especially Transition & Release Management. Proven experience in developing, implementing, and maintaining Transition & Release Management Information Systems. Demonstrable experience in best practices for Transition & Release Management across various service platform solutions. Significant experience in software delivery and process improvement. Successful track record of delivering high-impact business outcomes across enterprise software initiatives. ITIL or similar qualification in Service Management. Skills and Attributes: Strong leadership and project management skills. Excellent communication and collaboration abilities. High attention to detail and problem-solving skills. Ability to work effectively in a fast-paced, dynamic environment. Proactive approach to identifying and mitigating risks.
May 18, 2024
Contractor
Service Transition Manager - £500-£550 per day - Outside IR35 - Primarily remote with occasional attendance to an office in Derby - 9 months initial contract. Job Description: My client is seeking a highly skilled and experienced Service Transition Manager to lead their Transition & Release Management processes. The successful candidate will play a critical role in ensuring the smooth and efficient transition of services and the successful release of software solutions. This role requires a deep understanding of ITIL processes, exceptional experience in Transition & Release Management, and a strong background in software delivery and process improvement. Key Responsibilities: Develop, implement, and maintain Cross-Delivery Transition & Release Management. Ensure adherence to recommended best practices for Transition & Release Management across secure and reliable service platform solutions (on-premise, cloud, PaaS, SaaS, etc.). Lead the planning, coordination, and execution of service transitions and software releases, ensuring minimal disruption to services. Collaborate with cross-functional teams to deliver high-impact, high-value business outcomes. Continuously improve processes to enhance efficiency, reliability, and security of service transitions and software releases. Provide leadership and guidance on ITIL processes, particularly focusing on Transition & Release Management. Monitor and report on the effectiveness of Transition & Release Management processes, implementing improvements as necessary. Qualifications: Excellent knowledge and experience with ITIL processes, especially Transition & Release Management. Proven experience in developing, implementing, and maintaining Transition & Release Management Information Systems. Demonstrable experience in best practices for Transition & Release Management across various service platform solutions. Significant experience in software delivery and process improvement. Successful track record of delivering high-impact business outcomes across enterprise software initiatives. ITIL or similar qualification in Service Management. Skills and Attributes: Strong leadership and project management skills. Excellent communication and collaboration abilities. High attention to detail and problem-solving skills. Ability to work effectively in a fast-paced, dynamic environment. Proactive approach to identifying and mitigating risks.
Senior IT Problem Manager 75k /+ 6k Car Allowance + Bonus Milton Keynes (2 days pw in office) Our client, a leading financial services firm, is seeking an experienced and dynamic Senior IT Problem Manager to join their team and ensure the reliability and security of their IT infrastructure. Position Overview: As a Senior IT Problem Manager, you will be responsible for identifying, analyzing, and resolving IT issues to minimize business impact and enhance service quality. You will work closely with cross-functional teams to implement proactive problem management strategies and drive continuous improvement initiatives. The ideal candidate will have extensive experience in financial services, with a strong background in IT Service Management (ITSM) and incident management. You should currently be a IT Problem Manager Relevant certifications such as ITIL Foundation, ITIL Practitioner, or Certified Problem Manager (CPM) are essential. Experience with ITSM tools such as ServiceNow, Remedy, or HP Service Manager Key Responsibilities: Develop and implement proactive problem management strategies to identify and resolve recurring IT issues. Conduct thorough root cause analysis of major incidents and service disruptions to prevent future occurrences. Qualifications: Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL. Proven track record of leading problem management initiatives and driving process improvements. Excellent analytical and problem-solving skills with the ability to conduct thorough root cause analysis. Exceptional communication and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders.
May 18, 2024
Full time
Senior IT Problem Manager 75k /+ 6k Car Allowance + Bonus Milton Keynes (2 days pw in office) Our client, a leading financial services firm, is seeking an experienced and dynamic Senior IT Problem Manager to join their team and ensure the reliability and security of their IT infrastructure. Position Overview: As a Senior IT Problem Manager, you will be responsible for identifying, analyzing, and resolving IT issues to minimize business impact and enhance service quality. You will work closely with cross-functional teams to implement proactive problem management strategies and drive continuous improvement initiatives. The ideal candidate will have extensive experience in financial services, with a strong background in IT Service Management (ITSM) and incident management. You should currently be a IT Problem Manager Relevant certifications such as ITIL Foundation, ITIL Practitioner, or Certified Problem Manager (CPM) are essential. Experience with ITSM tools such as ServiceNow, Remedy, or HP Service Manager Key Responsibilities: Develop and implement proactive problem management strategies to identify and resolve recurring IT issues. Conduct thorough root cause analysis of major incidents and service disruptions to prevent future occurrences. Qualifications: Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL. Proven track record of leading problem management initiatives and driving process improvements. Excellent analytical and problem-solving skills with the ability to conduct thorough root cause analysis. Exceptional communication and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders.
Urgently seeking a Network Security Consultant, Initial 12 month contract and the position will be require one day a month in the London/Reading office. MUST HAVE: Aruba Clearpass / Palo Alto / Zscaler What you'll be doing: Act as a technical lead in delivery of projects acting as a network security SME, ensuring that solutions remain in scope and are aligned to agreed business requirements, appropriate delivery methodologies are followed and that effective governance is applied; Delivery of smaller stand-alone projects as required; Provide support and guidance to consultants working on other Network Security projects; Provide peer reviews of HLD, LLD and other project documentation as required; Work with internal and external stakeholders to understand business requirements and prepare appropriate technical solution designs at both high and low levels. What you need: Firewalls: Checkpoint, Juniper, Palo Alto, Cisco ASA/FTD, Fortinet; Proxy Services: Bluecoat (forward/reverse proxy), Zscaler; Load Balancers: F5 (LTM/GTM); IDP/IPS: FirePower/Sourcefire IPS/IDS, McAfee Identity & Access Management: Cisco ISE, Aruba Clearpass policy manager; Routing & Switching : (CCNP/CCNA level), and good knowledge of SD-WAN deployments; Good understanding of key technologies such as: VRF, dynamic routing (EIGRP/BGP/OSPF), MPLS, DMVPN, GRE, IPSec VPN Remote Access VPN: GlobalProtect, Pulse Secure, Cisco AnyConnect; Knowledge of Cloud deployments (Azure/AWS/GCP); Experience with building, maintaining, reviewing all configurations/settings/policies on chosen technologies; Experience of multi-vendor, managed outsourcing environments; Experience working with operational environments following ITIL frameworks; Excellent troubleshooting skills (technical and non-technical); Ability to review processes and procedures - and improve them; Experience participating in network & system security projects to provide: Business requirements analysis and support for Solutions Architects; Production of detailed infrastructure designs including physical and virtual aspects of security components; Migration of complex legacy infrastructures to new managed security services platforms; Understanding and demonstrable experience working in an Agile environment and actively participating in a Scrum team; Experience using Jira to help define user stories, tasks and associated estimates Michael Bailey International is acting as an Employment Business in relation to this vacancy.
May 18, 2024
Full time
Urgently seeking a Network Security Consultant, Initial 12 month contract and the position will be require one day a month in the London/Reading office. MUST HAVE: Aruba Clearpass / Palo Alto / Zscaler What you'll be doing: Act as a technical lead in delivery of projects acting as a network security SME, ensuring that solutions remain in scope and are aligned to agreed business requirements, appropriate delivery methodologies are followed and that effective governance is applied; Delivery of smaller stand-alone projects as required; Provide support and guidance to consultants working on other Network Security projects; Provide peer reviews of HLD, LLD and other project documentation as required; Work with internal and external stakeholders to understand business requirements and prepare appropriate technical solution designs at both high and low levels. What you need: Firewalls: Checkpoint, Juniper, Palo Alto, Cisco ASA/FTD, Fortinet; Proxy Services: Bluecoat (forward/reverse proxy), Zscaler; Load Balancers: F5 (LTM/GTM); IDP/IPS: FirePower/Sourcefire IPS/IDS, McAfee Identity & Access Management: Cisco ISE, Aruba Clearpass policy manager; Routing & Switching : (CCNP/CCNA level), and good knowledge of SD-WAN deployments; Good understanding of key technologies such as: VRF, dynamic routing (EIGRP/BGP/OSPF), MPLS, DMVPN, GRE, IPSec VPN Remote Access VPN: GlobalProtect, Pulse Secure, Cisco AnyConnect; Knowledge of Cloud deployments (Azure/AWS/GCP); Experience with building, maintaining, reviewing all configurations/settings/policies on chosen technologies; Experience of multi-vendor, managed outsourcing environments; Experience working with operational environments following ITIL frameworks; Excellent troubleshooting skills (technical and non-technical); Ability to review processes and procedures - and improve them; Experience participating in network & system security projects to provide: Business requirements analysis and support for Solutions Architects; Production of detailed infrastructure designs including physical and virtual aspects of security components; Migration of complex legacy infrastructures to new managed security services platforms; Understanding and demonstrable experience working in an Agile environment and actively participating in a Scrum team; Experience using Jira to help define user stories, tasks and associated estimates Michael Bailey International is acting as an Employment Business in relation to this vacancy.
IT Infrastrucutre Operations Performance Manager - ITIL - OSS/BSS/CRM - 6 month contract Reading (2 days/week in office) Role: Accountable for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies. Accountable for measuring what level of assurance is required to ensure the Service is being operated at its most optimal level of efficiency and effectiveness. Accountable for developing organisational commitment to ongoing quality improvement by ensuring that the quality assurance process is robust and is based on the best industry practice. The typical planning horizon is variable and aligned by Service reporting that can be adhoc, weekly, monthly, quarterly. Accountable for the day to day operational management of our various service providers, through operational governance, escalation, and management of Service Levels. Accountable for driving improvements to the operational environment by analysis of contracted service levels with the partners. Essential Skills: Toolsets for data driven operations - i.e. writing reports/ dashboards using the below tech stack. = Dynatrace, Helix, Splunk etc People management experience - managing a diverse team Knowing the IT estate / strong IT architecture - knowledge of OSS/BSS/ CRM/ORM which supports apps and websites ITIL Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator. Ability to design, create and establish reporting/scripting and the ability to use Excel, Python, Helix, Splunk, Dynatrace Service Performance Management experience. Present to senior management. Project People is acting as an Employment Business in relation to this vacancy.
May 18, 2024
Contractor
IT Infrastrucutre Operations Performance Manager - ITIL - OSS/BSS/CRM - 6 month contract Reading (2 days/week in office) Role: Accountable for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies. Accountable for measuring what level of assurance is required to ensure the Service is being operated at its most optimal level of efficiency and effectiveness. Accountable for developing organisational commitment to ongoing quality improvement by ensuring that the quality assurance process is robust and is based on the best industry practice. The typical planning horizon is variable and aligned by Service reporting that can be adhoc, weekly, monthly, quarterly. Accountable for the day to day operational management of our various service providers, through operational governance, escalation, and management of Service Levels. Accountable for driving improvements to the operational environment by analysis of contracted service levels with the partners. Essential Skills: Toolsets for data driven operations - i.e. writing reports/ dashboards using the below tech stack. = Dynatrace, Helix, Splunk etc People management experience - managing a diverse team Knowing the IT estate / strong IT architecture - knowledge of OSS/BSS/ CRM/ORM which supports apps and websites ITIL Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator. Ability to design, create and establish reporting/scripting and the ability to use Excel, Python, Helix, Splunk, Dynatrace Service Performance Management experience. Present to senior management. Project People is acting as an Employment Business in relation to this vacancy.
Exellent opportunity to grow your IT skills - Bridgend - Hybrid working 3 days p/week onsite in Bridgend 1st Line Support role - £23 - £26k & benefits & training Intapeople are working with a well-established and thriving IT Provider, who are recruiting for experienced 1st Line Service Engineers to facilitate growth. Reporting to the Service Manager, and based at their Head Office you will form part of a revamped Service Department, with an emphasis on maintaining optimal service levels, adherence to published SLAs and offering industry leading support. Key Duties / Responsibilities will include: Maintain an impeccable level of customer service and interaction for all support queries. Adhere to all Service management, security and quality management principles. Update support queries with comprehensive notes and time throughout your working day. Update/manage customer documentation. Provide 1st Tier technical support, answering inbound support queries and returning calls to customers and other parties. Must Have: At least 1 years experience working for an IT helpdesk Exceptional communication skills both verbal and written Full and valid UK driving license Nice to Have: Hold an ndustry-based certification (CompTIA, Microsoft, ITIL etc.) Experience with Windows-based desktops Have experience with networking based technologies (DHCP, DNS etc.) However, that's not all as this company will invest in your t raining and development . They are a forward-thinking company that seeks to champion emerging technologies. You will be given the opportunity to work towards Microsoft and other certifications, funded by our client. Vendor specific product training will also be provided free of charge (plus others as required): Sophos Certification HP / Aruba Training Veeam / Acronis Training Gamma Technical Accreditation Datto Autotask & RMM Certification While working with this company you will be exposed to and learn a range of the following tech: HPE server/SAN infrastructures Hyper-V and VMware including clustered environments All Windows Server/desktop operating systems including associated products (Microsoft Exchange etc.) MS/Office 365 suite of products (Exchange, Azure, SharePoint, OneDrive, Teams) Sophos suite of products (Sophos XG firewalls, all Sophos Central products including AV, Email, Encryption and MDM) HPE/Aruba networking suite of products Managed backup solutions primarily Datto, Veeam and Acronis Hosted VOIP solutions primarily Gamma Horizon LAN technologies including VLAN and routing WAN technologies including leased line and MPLS connectivity If this sounds of interest to you and you have excellent communication skills with an appetite to learn please apply now for more details, thanks!
May 18, 2024
Full time
Exellent opportunity to grow your IT skills - Bridgend - Hybrid working 3 days p/week onsite in Bridgend 1st Line Support role - £23 - £26k & benefits & training Intapeople are working with a well-established and thriving IT Provider, who are recruiting for experienced 1st Line Service Engineers to facilitate growth. Reporting to the Service Manager, and based at their Head Office you will form part of a revamped Service Department, with an emphasis on maintaining optimal service levels, adherence to published SLAs and offering industry leading support. Key Duties / Responsibilities will include: Maintain an impeccable level of customer service and interaction for all support queries. Adhere to all Service management, security and quality management principles. Update support queries with comprehensive notes and time throughout your working day. Update/manage customer documentation. Provide 1st Tier technical support, answering inbound support queries and returning calls to customers and other parties. Must Have: At least 1 years experience working for an IT helpdesk Exceptional communication skills both verbal and written Full and valid UK driving license Nice to Have: Hold an ndustry-based certification (CompTIA, Microsoft, ITIL etc.) Experience with Windows-based desktops Have experience with networking based technologies (DHCP, DNS etc.) However, that's not all as this company will invest in your t raining and development . They are a forward-thinking company that seeks to champion emerging technologies. You will be given the opportunity to work towards Microsoft and other certifications, funded by our client. Vendor specific product training will also be provided free of charge (plus others as required): Sophos Certification HP / Aruba Training Veeam / Acronis Training Gamma Technical Accreditation Datto Autotask & RMM Certification While working with this company you will be exposed to and learn a range of the following tech: HPE server/SAN infrastructures Hyper-V and VMware including clustered environments All Windows Server/desktop operating systems including associated products (Microsoft Exchange etc.) MS/Office 365 suite of products (Exchange, Azure, SharePoint, OneDrive, Teams) Sophos suite of products (Sophos XG firewalls, all Sophos Central products including AV, Email, Encryption and MDM) HPE/Aruba networking suite of products Managed backup solutions primarily Datto, Veeam and Acronis Hosted VOIP solutions primarily Gamma Horizon LAN technologies including VLAN and routing WAN technologies including leased line and MPLS connectivity If this sounds of interest to you and you have excellent communication skills with an appetite to learn please apply now for more details, thanks!
Clearwater People Solutions
Leicester, Leicestershire
IT Incident Manager Are you ready to take charge of IT incidents, problems, and service requests? I am seeking a dynamic individual to join a team as an IT Incident Manager. In this pivotal role, you'll play a crucial part in ensuring the smooth operation of IT services by managing incidents, problems, and service requests effectively. Key Responsibilities for the IT Incident Manager: Serve as the primary point of contact during incidents, driving resolution with clear and effective communication. Lead as the Major Incident Manager during outages, providing timely updates and maintaining stakeholder communication. Maintain meticulous documentation of incidents, problems, and service requests, ensuring quality and completeness. Utilize strong analytical skills to identify trends and patterns in incident and problem data. Coordinate with stakeholders to ensure SLAs and KPIs are consistently met, delivering top-tier support to our business users. Facilitate regular meetings such as outage reviews to foster stakeholder communication and collaboration. Interface with Change and Configuration Management activities as necessary. Ensure compliance with Information Security processes and regulations. Key skills for the IT Incident Manager: Minimum 5 years' experience managing ITIL processes in medium to large organizations. Proficiency with helpdesk ticketing systems (ITSM tools) and IT Applications/Infrastructure. ITIL Foundation qualification is a must. Proven experience handling major incidents and crisis management. Exceptional customer service, communication, teamwork, and interpersonal skills. Ability to manage multiple priorities and stakeholders in a fast-paced environment. Willingness to engage in continuous learning and training initiatives. If you're ready to lead IT incident, problem, and service request management and thrive in a dynamic environment, apply now! Let's shape the future of IT together.
May 18, 2024
Full time
IT Incident Manager Are you ready to take charge of IT incidents, problems, and service requests? I am seeking a dynamic individual to join a team as an IT Incident Manager. In this pivotal role, you'll play a crucial part in ensuring the smooth operation of IT services by managing incidents, problems, and service requests effectively. Key Responsibilities for the IT Incident Manager: Serve as the primary point of contact during incidents, driving resolution with clear and effective communication. Lead as the Major Incident Manager during outages, providing timely updates and maintaining stakeholder communication. Maintain meticulous documentation of incidents, problems, and service requests, ensuring quality and completeness. Utilize strong analytical skills to identify trends and patterns in incident and problem data. Coordinate with stakeholders to ensure SLAs and KPIs are consistently met, delivering top-tier support to our business users. Facilitate regular meetings such as outage reviews to foster stakeholder communication and collaboration. Interface with Change and Configuration Management activities as necessary. Ensure compliance with Information Security processes and regulations. Key skills for the IT Incident Manager: Minimum 5 years' experience managing ITIL processes in medium to large organizations. Proficiency with helpdesk ticketing systems (ITSM tools) and IT Applications/Infrastructure. ITIL Foundation qualification is a must. Proven experience handling major incidents and crisis management. Exceptional customer service, communication, teamwork, and interpersonal skills. Ability to manage multiple priorities and stakeholders in a fast-paced environment. Willingness to engage in continuous learning and training initiatives. If you're ready to lead IT incident, problem, and service request management and thrive in a dynamic environment, apply now! Let's shape the future of IT together.
Infrastructure Engineer 38-43k Eynsham Benefits: Holidays will be 22 days + BH, rising to 25 days + BH per annum at +1 per year of service. Life Assurance - 2 basic salary This role is part of the platform support function, responsible for the provisioning, support, maintenance and operation of platform services and internal support provision. Act as an escalation point within Technical Services for technical issues. To provide guidance and support to the wider IT services in line with the IT strategy Act as a technical lead on specific projects (server, storage, systems, networks) and help to track and manage delivery of projects across the team. To contribute to the drive of using automation to create efficiencies. Help mentor and develop other members of the Technical Services and wider support teams. Propose and lead initiatives within the department, such as process or service improvements, or new training programs. Engage and build relationships with both technical and non-technical resources and stakeholders amongst customers and staff. Manage additions, deletions and changes in line with the companies ISO9001 and ISO27001 quality and information security systems. Maintaining system updates across the estate in line with Cyber Essentials plus requirements. Role Profile The role holder will use their technical knowledge to deliver projects to customers of the business. We're looking for someone who is passionate about technology and will focus on ensuring delivery of projects to customers in a professional and timely manner. You will possess good interpersonal skills, with a pragmatic approach to the customer, be flexible, and willing to work outside normal office hours, where appropriate to achieve the task in hand. As a member of a team, you will need to respect the opinions of others and we want people to have a common project goal and share in a knowledge sharing culture. You will be responsible for the for the provisioning, support, maintenance and operation of platform services and internal support provision. The role will be working with other teams providing technical assistance to pre-sales requests and tender responses where necessary. You will be able to work alone or as part of a team with the ability to stay calm and productive under pressure. You should be self-motivated with excellent planning and organisational skills. You will have a proven track record in a platform role and have experience in producing appropriate documentation. Key Responsibilities and Accountabilities Responsible for the technical delivery of technical systems/network projects on the most secure, reliable and resilient platforms. To ensure compliance with the defined security policies regarding access to the Internal systems Strong understanding of all services within IT, particularly those pertaining to infrastructure. Strong time management and organisational techniques must be willing to work under own instruction. To ensure that the internal systems uptime is maintained at the required level To maintain an accurate asset register To ensure all systems and devices are updated and secured in a timely manner To ensure that backups and business continuity procedures are adhered to To make recommendations on potential improvements to internal systems to improve service levels and security Ensure all governance processes are followed, which will include standards, policies and designs being approved at the Technical Design Authority; and changes being implemented in a controlled scheduled manner after approval from the Change Approval Board. You will take ownership of key services within the systems and network support functions, and ensure the stability and availability these provide to the business. Ensure requests are dealt with in a timely manner in accordance with SLA's Key Skills and Experience: Required At least 2 year experience with Veeam Backup & Replication At least 2 years experience with Server Virtualisation (Hyper-V, VMWare) Microsoft Cloud Technologies (Azure, M365, Intune, Endpoint, AutoPilot) Microsoft Windows Technologies - Server & Desktop Storage (SAN, NAS) Networking Fundamentals (TCP/IP, DHCP, DNS, routing and switching) Server & Desktop hardware Ability to contribute to departmental processes Willingness to adapt and think outside the box Desirable ITIL Foundation Automating Technologies, e.g. PowerShell, Salamander Nutanix Microsoft Endpoint Configuration Manager Vendor specific networking experience INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer. By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. 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 position.
May 18, 2024
Full time
Infrastructure Engineer 38-43k Eynsham Benefits: Holidays will be 22 days + BH, rising to 25 days + BH per annum at +1 per year of service. Life Assurance - 2 basic salary This role is part of the platform support function, responsible for the provisioning, support, maintenance and operation of platform services and internal support provision. Act as an escalation point within Technical Services for technical issues. To provide guidance and support to the wider IT services in line with the IT strategy Act as a technical lead on specific projects (server, storage, systems, networks) and help to track and manage delivery of projects across the team. To contribute to the drive of using automation to create efficiencies. Help mentor and develop other members of the Technical Services and wider support teams. Propose and lead initiatives within the department, such as process or service improvements, or new training programs. Engage and build relationships with both technical and non-technical resources and stakeholders amongst customers and staff. Manage additions, deletions and changes in line with the companies ISO9001 and ISO27001 quality and information security systems. Maintaining system updates across the estate in line with Cyber Essentials plus requirements. Role Profile The role holder will use their technical knowledge to deliver projects to customers of the business. We're looking for someone who is passionate about technology and will focus on ensuring delivery of projects to customers in a professional and timely manner. You will possess good interpersonal skills, with a pragmatic approach to the customer, be flexible, and willing to work outside normal office hours, where appropriate to achieve the task in hand. As a member of a team, you will need to respect the opinions of others and we want people to have a common project goal and share in a knowledge sharing culture. You will be responsible for the for the provisioning, support, maintenance and operation of platform services and internal support provision. The role will be working with other teams providing technical assistance to pre-sales requests and tender responses where necessary. You will be able to work alone or as part of a team with the ability to stay calm and productive under pressure. You should be self-motivated with excellent planning and organisational skills. You will have a proven track record in a platform role and have experience in producing appropriate documentation. Key Responsibilities and Accountabilities Responsible for the technical delivery of technical systems/network projects on the most secure, reliable and resilient platforms. To ensure compliance with the defined security policies regarding access to the Internal systems Strong understanding of all services within IT, particularly those pertaining to infrastructure. Strong time management and organisational techniques must be willing to work under own instruction. To ensure that the internal systems uptime is maintained at the required level To maintain an accurate asset register To ensure all systems and devices are updated and secured in a timely manner To ensure that backups and business continuity procedures are adhered to To make recommendations on potential improvements to internal systems to improve service levels and security Ensure all governance processes are followed, which will include standards, policies and designs being approved at the Technical Design Authority; and changes being implemented in a controlled scheduled manner after approval from the Change Approval Board. You will take ownership of key services within the systems and network support functions, and ensure the stability and availability these provide to the business. Ensure requests are dealt with in a timely manner in accordance with SLA's Key Skills and Experience: Required At least 2 year experience with Veeam Backup & Replication At least 2 years experience with Server Virtualisation (Hyper-V, VMWare) Microsoft Cloud Technologies (Azure, M365, Intune, Endpoint, AutoPilot) Microsoft Windows Technologies - Server & Desktop Storage (SAN, NAS) Networking Fundamentals (TCP/IP, DHCP, DNS, routing and switching) Server & Desktop hardware Ability to contribute to departmental processes Willingness to adapt and think outside the box Desirable ITIL Foundation Automating Technologies, e.g. PowerShell, Salamander Nutanix Microsoft Endpoint Configuration Manager Vendor specific networking experience INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer. By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. 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 position.
Service Desk Manager (MSP) About Us: My client are a leading provider of IT, networking, and telecoms solutions nationwide. With a focus on innovation and customer satisfaction, we serve a diverse range of clients, ensuring their systems are efficient, secure, and optimized for success. We pride ourselves on our commitment to excellence and our dedication to providing top-notch service to our clients. Position Overview: We are seeking a skilled Service Desk Manager to join our dynamic team. As a Service Desk Manager, you will be responsible for overseeing our service desk operations, ensuring prompt and effective resolution of technical issues for our clients. This role is crucial in maintaining high levels of customer satisfaction and ensuring that our services align with industry best practices. Location: This position can be remote or ideally based near Bournemouth, offering flexibility to suit the candidate's preference. Responsibilities: Manage and lead a team of service desk technicians, providing guidance, training, and support as needed. Oversee the day-to-day operations of the service desk, including ticket management, escalation procedures, and performance monitoring. Ensure that service level agreements (SLAs) are met or exceeded, maintaining high levels of customer satisfaction. Collaborate with other departments to identify and implement process improvements, enhancing the efficiency and effectiveness of our service delivery. Act as a point of escalation for complex technical issues, providing expert guidance and support to resolve them in a timely manner. Develop and maintain documentation, knowledge base articles, and training materials to support the service desk team. Stay up to date with industry trends and technologies, particularly in Microsoft 365 and Azure, to ensure our services remain cutting-edge and competitive. Conduct regular performance reviews and provide feedback to team members, fostering a culture of continuous improvement and development. Qualifications: Proven experience in a service desk management role, preferably within a Managed Services Provider (MSP) environment. Strong knowledge of Microsoft 365 and Azure platforms, including administration, troubleshooting, and optimization. Excellent leadership and team management skills, with the ability to motivate and inspire a team to achieve their goals. Exceptional communication skills, both written and verbal, with the ability to interact effectively with clients and internal stakeholders. Solid understanding of ITIL framework and best practices. Certifications such as ITIL, Microsoft Certified: Azure Administrator Associate, or equivalent, are a plus. Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience). Benefits: £45,000.00 - £50,000.00 Salary Remote work options Flexible working hours 20 days + 8 Bank Holidays Professional development opportunities Dynamic and collaborative work environment Join us and be part of a team that is dedicated to delivering outstanding IT services to our clients nationwide! Apply now to embark on an exciting career with this dynamic MSP.
May 18, 2024
Full time
Service Desk Manager (MSP) About Us: My client are a leading provider of IT, networking, and telecoms solutions nationwide. With a focus on innovation and customer satisfaction, we serve a diverse range of clients, ensuring their systems are efficient, secure, and optimized for success. We pride ourselves on our commitment to excellence and our dedication to providing top-notch service to our clients. Position Overview: We are seeking a skilled Service Desk Manager to join our dynamic team. As a Service Desk Manager, you will be responsible for overseeing our service desk operations, ensuring prompt and effective resolution of technical issues for our clients. This role is crucial in maintaining high levels of customer satisfaction and ensuring that our services align with industry best practices. Location: This position can be remote or ideally based near Bournemouth, offering flexibility to suit the candidate's preference. Responsibilities: Manage and lead a team of service desk technicians, providing guidance, training, and support as needed. Oversee the day-to-day operations of the service desk, including ticket management, escalation procedures, and performance monitoring. Ensure that service level agreements (SLAs) are met or exceeded, maintaining high levels of customer satisfaction. Collaborate with other departments to identify and implement process improvements, enhancing the efficiency and effectiveness of our service delivery. Act as a point of escalation for complex technical issues, providing expert guidance and support to resolve them in a timely manner. Develop and maintain documentation, knowledge base articles, and training materials to support the service desk team. Stay up to date with industry trends and technologies, particularly in Microsoft 365 and Azure, to ensure our services remain cutting-edge and competitive. Conduct regular performance reviews and provide feedback to team members, fostering a culture of continuous improvement and development. Qualifications: Proven experience in a service desk management role, preferably within a Managed Services Provider (MSP) environment. Strong knowledge of Microsoft 365 and Azure platforms, including administration, troubleshooting, and optimization. Excellent leadership and team management skills, with the ability to motivate and inspire a team to achieve their goals. Exceptional communication skills, both written and verbal, with the ability to interact effectively with clients and internal stakeholders. Solid understanding of ITIL framework and best practices. Certifications such as ITIL, Microsoft Certified: Azure Administrator Associate, or equivalent, are a plus. Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience). Benefits: £45,000.00 - £50,000.00 Salary Remote work options Flexible working hours 20 days + 8 Bank Holidays Professional development opportunities Dynamic and collaborative work environment Join us and be part of a team that is dedicated to delivering outstanding IT services to our clients nationwide! Apply now to embark on an exciting career with this dynamic MSP.