Crisis Manager (Contract) Barnsley (Hybrid - 60% onsite / 40% remote) Up to 500 per day (Umbrella) Contract until November 2027 Overview An exciting opportunity has arisen for an experienced Crisis Manager / Major Incident Manager to join a large-scale enterprise environment, taking ownership of critical service incidents and driving end-to-end recovery activities. You will lead the response to major incidents, coordinating technical teams, senior stakeholders and business leaders to minimise service disruption, restore critical services, and ensure effective communication throughout the incident lifecycle Key Responsibilities Lead and manage Major Incidents across complex enterprise environments. Coordinate technical and business stakeholders during service outages. Drive rapid service restoration and recovery activities. Chair incident bridge calls and escalation meetings. Provide timely updates to senior leadership and key stakeholders. Issue Major Incident communications and notifications. Ensure accurate incident documentation and lifecycle management. Facilitate post-incident reviews, root cause analysis and lessons learned activities. Work closely with Problem Management teams to prevent recurring incidents. Contribute to the continuous improvement of Incident Management processes and operational resilience. Essential Experience Proven experience as a Major Incident Manager, Crisis Manager, Incident Manager or Service Operations Lead. Experience managing P1/P2/Critical incidents within large enterprise environments. Strong stakeholder management and executive communication skills. Experience facilitating incident bridges and coordinating cross-functional recovery teams. Solid understanding of Incident Management, Problem Management and Service Recovery processes. Ability to make informed decisions under pressure in time-critical situations. Experience operating within structured IT Service Management environments (ITIL). Desirable Experience Financial Services, Banking or other highly regulated industry experience. Experience working within 24/7 operational environments. Exposure to operational resilience, risk management and governance frameworks. Key Skills Major Incident Management Crisis Management Service Recovery Stakeholder Management Executive Communications Root Cause Analysis Problem Management ITIL Operational Resilience Risk Management Candidate Requirements BPSS eligible. Able to work via Umbrella company. Available to attend the Barnsley office 60% of the working week. Strong communicator with the ability to engage stakeholders at all levels. 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 (url removed)
15/07/2026
Contractor
Crisis Manager (Contract) Barnsley (Hybrid - 60% onsite / 40% remote) Up to 500 per day (Umbrella) Contract until November 2027 Overview An exciting opportunity has arisen for an experienced Crisis Manager / Major Incident Manager to join a large-scale enterprise environment, taking ownership of critical service incidents and driving end-to-end recovery activities. You will lead the response to major incidents, coordinating technical teams, senior stakeholders and business leaders to minimise service disruption, restore critical services, and ensure effective communication throughout the incident lifecycle Key Responsibilities Lead and manage Major Incidents across complex enterprise environments. Coordinate technical and business stakeholders during service outages. Drive rapid service restoration and recovery activities. Chair incident bridge calls and escalation meetings. Provide timely updates to senior leadership and key stakeholders. Issue Major Incident communications and notifications. Ensure accurate incident documentation and lifecycle management. Facilitate post-incident reviews, root cause analysis and lessons learned activities. Work closely with Problem Management teams to prevent recurring incidents. Contribute to the continuous improvement of Incident Management processes and operational resilience. Essential Experience Proven experience as a Major Incident Manager, Crisis Manager, Incident Manager or Service Operations Lead. Experience managing P1/P2/Critical incidents within large enterprise environments. Strong stakeholder management and executive communication skills. Experience facilitating incident bridges and coordinating cross-functional recovery teams. Solid understanding of Incident Management, Problem Management and Service Recovery processes. Ability to make informed decisions under pressure in time-critical situations. Experience operating within structured IT Service Management environments (ITIL). Desirable Experience Financial Services, Banking or other highly regulated industry experience. Experience working within 24/7 operational environments. Exposure to operational resilience, risk management and governance frameworks. Key Skills Major Incident Management Crisis Management Service Recovery Stakeholder Management Executive Communications Root Cause Analysis Problem Management ITIL Operational Resilience Risk Management Candidate Requirements BPSS eligible. Able to work via Umbrella company. Available to attend the Barnsley office 60% of the working week. Strong communicator with the ability to engage stakeholders at all levels. 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 (url removed)
The Lead Cloud Systems Administrator is responsible for leading the management, optimisation and security of CARE International UK's cloud infrastructure and enterprise systems. The role focuses on maintaining highly available and secure platforms, supporting infrastructure transformation and cloud migration activity, and ensuring effective administration of core services including Azure, Microsoft 365, Windows and Linux servers, identity services, networking, backup and disaster recovery. The postholder will work closely with the IT Manager, wider IT team and key stakeholders across the organisation, while also supporting projects, change management and technical planning. The role requires strong technical knowledge across cloud platforms, systems administration, security and infrastructure support, alongside excellent analytical and problem-solving ability. You will need to be confident managing complex environments, improving performance through automation and standardisation, and responding effectively to incidents and vulnerabilities. Success in the role will also depend on your ability to communicate clearly, lead troubleshooting, mentor junior colleagues and take a proactive, security-first approach to continuous improvement. About you You will be an experienced cloud infrastructure or lead systems administrator with strong hands-on expertise across Microsoft Azure, Microsoft 365, Windows Server and hybrid environments. We are looking for someone with excellent troubleshooting, automation and security skills, including experience with Entra ID, Intune, networking, backup and disaster recovery, and PowerShell scripting. You will also bring strong leadership, communication and stakeholder management skills, with the ability to mentor others and manage competing priorities. Relevant certifications such as Azure Administrator, Azure Solutions Architect, AWS SysOps, Security+ or ITIL would be advantageous.
15/07/2026
Full time
The Lead Cloud Systems Administrator is responsible for leading the management, optimisation and security of CARE International UK's cloud infrastructure and enterprise systems. The role focuses on maintaining highly available and secure platforms, supporting infrastructure transformation and cloud migration activity, and ensuring effective administration of core services including Azure, Microsoft 365, Windows and Linux servers, identity services, networking, backup and disaster recovery. The postholder will work closely with the IT Manager, wider IT team and key stakeholders across the organisation, while also supporting projects, change management and technical planning. The role requires strong technical knowledge across cloud platforms, systems administration, security and infrastructure support, alongside excellent analytical and problem-solving ability. You will need to be confident managing complex environments, improving performance through automation and standardisation, and responding effectively to incidents and vulnerabilities. Success in the role will also depend on your ability to communicate clearly, lead troubleshooting, mentor junior colleagues and take a proactive, security-first approach to continuous improvement. About you You will be an experienced cloud infrastructure or lead systems administrator with strong hands-on expertise across Microsoft Azure, Microsoft 365, Windows Server and hybrid environments. We are looking for someone with excellent troubleshooting, automation and security skills, including experience with Entra ID, Intune, networking, backup and disaster recovery, and PowerShell scripting. You will also bring strong leadership, communication and stakeholder management skills, with the ability to mentor others and manage competing priorities. Relevant certifications such as Azure Administrator, Azure Solutions Architect, AWS SysOps, Security+ or ITIL would be advantageous.
Accountabilities and Responsibilities Requirements and Analysis Collaborates with Cyber Security Architects, Product Owners, and Business Analysts to ensure security considerations are embedded in user stories and acceptance criteria. This includes authentication flows, data encryption requirements, and regulatory compliance. Conducts and oversees comprehensive risk assessments to identify potential security threats - both functional (e.g. role-based access issues) and non-functional (e.g. performance under attack simulations). Prioritises risk mitigation and remediation activities accordingly. Test Planning and Strategy Defines and owns the security testing strategy for products or domains under the cyber security capability, ensuring alignment with organisational risk appetite. Incorporates both functional security tests (e.g. role-based access checks) and non-functional security tests (e.g. penetration testing, threat modelling). Oversees and coordinates integration of security testing into CI/CD pipelines. This includes static and dynamic code analysis, dependency checks, and container scanning, ensuring teams catch vulnerabilities early. Test Design and Execution Participates in solution design discussions with cyber architects and senior engineers to ensure secure coding standards, encryption protocols, and identity management solutions are testable and robust. Drives adoption and standardisation of security testing frameworks - covering areas like penetration testing, vulnerability scanning, and threat simulation - across squads within the cyber security remit. Identifies and champions automation projects that detect vulnerabilities in near real time (e.g. automated vulnerability scanning, container integrity checks), reducing attack surfaces and accelerating feedback loops. Collaboration and Agile Ceremonies Advocates for the inclusion of explicit security acceptance criteria in sprint planning and backlog refinement. Ensures squads incorporate security related user stories, threat models, and test cases. Works with security governance, risk and compliance teams, as well as broader IT stakeholders, to align on security standards, share best practices, and coordinate enterprise wide security initiatives. Implements structured processes for categorising and prioritising security vulnerabilities (e.g. CVSS scoring, regulatory compliance impact). Ensures timely fixes for high severity issues, balancing business priorities with risk exposure. Facilitates post incident reviews for security breaches or near miss events, driving remediation and systemic improvements (e.g. adopting stricter encryption, improving logging or monitoring). Continuous Improvement and Quality Advocacy Serves as the primary advocate for secure engineering practices across the cyber security domain. Promotes "shift left" security testing, encouraging developers to adopt secure coding and testing practices from inception. Leads initiatives that incorporate frameworks such as ISO 27001, NIST, PCI DSS, or OWASP into everyday engineering processes. Ensures compliance while driving continuous improvements to security posture. Data Analysis and Reporting Develops and presents metrics on security related coverage (e.g. vulnerability detection rates, patch compliance), application defects, and real time threat intelligence to senior leadership. Champions advanced tools for anomaly detection (e.g. SIEM solutions, machine learning driven threat hunting) that anticipate security risks before they escalate. Technical and Domain Expertise Maintains deep domain knowledge of cyber threats, secure coding patterns, and regulatory landscapes. Guides teams in designing secure solutions that meet both functional user needs and non functional resilience standards. Researches and recommends new technologies - such as next generation firewalls, zero trust frameworks, or AI driven threat detection - to enhance the organisation's security toolkit. Mentorship and Knowledge Sharing Mentors and coaches security focused Quality Engineers, sharing expertise on vulnerability analysis, secure code reviews, and automated security testing. Provides structured learning paths for emerging threats and tools. Establishes and leads security guilds or working groups, ensuring consistent security testing approaches and effective communication of threats, remediations, and lessons learnt across squads. ITSM and Service Continuity Aligns security testing with service continuity strategies, ensuring plans include resilience against cyber attacks (e.g. DDoS defense) and compliance with ITSCM (IT Service Continuity Management) requirements. Takes a lead role in responding to critical security incidents (e.g. data breaches, ransomware attacks). Coordinates cross functional efforts, communicates status to senior management, and validates that recovery efforts meet compliance and business continuity standards. Knowledge, Skills, Experience and Qualifications Holds ISTQB Advanced Test Manager or an equivalent recognised certification in test management, or demonstrable experience. May hold ISTQB Advanced Security Tester, CISM, CISSP, GIAC GSEC. Qualification in IT Service Management, such as ITIL v3 or v4 Foundation or equivalent. Demonstrates comprehensive QA leadership across advanced automation, performance, shift left, or shift right testing. Integrates Agile or DevOps at scale, possibly merges with ITIL v4 for QA-Ops synergy. Demonstrable experience in Quality Engineering management and operations within an agile, product focused IT department, ideally within a financial institution. Experience in code branching strategies (GitFlow, BitBucket, ADO, etc.) and integration of quality into CI/CD pipelines. Experienced in advanced AI/ML approaches for improving quality efficiency and effectiveness, analytics, defect identification, understanding how AI can enhance quality processes. Provides expert security testing via MITRE ATT&CK, advanced vulnerability management, DevSecOps. Familiar with PCI DSS, ISO 27001, NIST frameworks, large scale compliance audits. About EBRD Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in. At EBRD, our Values - Inclusiveness, Innovation, Trust, and Responsibility - are at the heart of how we work. We bring these to life through our Workplace Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact. These principles shape our culture and define our success. We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high performing environment. The EBRD environment provides you with: Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in. A working culture that embraces inclusion and celebrates diversity. Our workforce reflects a broad range of backgrounds, perspectives, and experiences, bringing fresh ideas, energy, and innovation and enhancing our ability to serve our clients, shareholders, and counterparties effectively. A hybrid workplace that offers flexibility to teams and individuals; that is based on trust, flexibility and connectedness. An environment that places sustainability, equality and digital transformation at the heart of what we do. A workplace that prioritises employee well being and provides a comprehensive suite of competitive benefits. Diversity is one of the Bank's core values which are at the heart of everything it does. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, gender identity, sexual orientation, age, socio economic background or disability.
15/07/2026
Full time
Accountabilities and Responsibilities Requirements and Analysis Collaborates with Cyber Security Architects, Product Owners, and Business Analysts to ensure security considerations are embedded in user stories and acceptance criteria. This includes authentication flows, data encryption requirements, and regulatory compliance. Conducts and oversees comprehensive risk assessments to identify potential security threats - both functional (e.g. role-based access issues) and non-functional (e.g. performance under attack simulations). Prioritises risk mitigation and remediation activities accordingly. Test Planning and Strategy Defines and owns the security testing strategy for products or domains under the cyber security capability, ensuring alignment with organisational risk appetite. Incorporates both functional security tests (e.g. role-based access checks) and non-functional security tests (e.g. penetration testing, threat modelling). Oversees and coordinates integration of security testing into CI/CD pipelines. This includes static and dynamic code analysis, dependency checks, and container scanning, ensuring teams catch vulnerabilities early. Test Design and Execution Participates in solution design discussions with cyber architects and senior engineers to ensure secure coding standards, encryption protocols, and identity management solutions are testable and robust. Drives adoption and standardisation of security testing frameworks - covering areas like penetration testing, vulnerability scanning, and threat simulation - across squads within the cyber security remit. Identifies and champions automation projects that detect vulnerabilities in near real time (e.g. automated vulnerability scanning, container integrity checks), reducing attack surfaces and accelerating feedback loops. Collaboration and Agile Ceremonies Advocates for the inclusion of explicit security acceptance criteria in sprint planning and backlog refinement. Ensures squads incorporate security related user stories, threat models, and test cases. Works with security governance, risk and compliance teams, as well as broader IT stakeholders, to align on security standards, share best practices, and coordinate enterprise wide security initiatives. Implements structured processes for categorising and prioritising security vulnerabilities (e.g. CVSS scoring, regulatory compliance impact). Ensures timely fixes for high severity issues, balancing business priorities with risk exposure. Facilitates post incident reviews for security breaches or near miss events, driving remediation and systemic improvements (e.g. adopting stricter encryption, improving logging or monitoring). Continuous Improvement and Quality Advocacy Serves as the primary advocate for secure engineering practices across the cyber security domain. Promotes "shift left" security testing, encouraging developers to adopt secure coding and testing practices from inception. Leads initiatives that incorporate frameworks such as ISO 27001, NIST, PCI DSS, or OWASP into everyday engineering processes. Ensures compliance while driving continuous improvements to security posture. Data Analysis and Reporting Develops and presents metrics on security related coverage (e.g. vulnerability detection rates, patch compliance), application defects, and real time threat intelligence to senior leadership. Champions advanced tools for anomaly detection (e.g. SIEM solutions, machine learning driven threat hunting) that anticipate security risks before they escalate. Technical and Domain Expertise Maintains deep domain knowledge of cyber threats, secure coding patterns, and regulatory landscapes. Guides teams in designing secure solutions that meet both functional user needs and non functional resilience standards. Researches and recommends new technologies - such as next generation firewalls, zero trust frameworks, or AI driven threat detection - to enhance the organisation's security toolkit. Mentorship and Knowledge Sharing Mentors and coaches security focused Quality Engineers, sharing expertise on vulnerability analysis, secure code reviews, and automated security testing. Provides structured learning paths for emerging threats and tools. Establishes and leads security guilds or working groups, ensuring consistent security testing approaches and effective communication of threats, remediations, and lessons learnt across squads. ITSM and Service Continuity Aligns security testing with service continuity strategies, ensuring plans include resilience against cyber attacks (e.g. DDoS defense) and compliance with ITSCM (IT Service Continuity Management) requirements. Takes a lead role in responding to critical security incidents (e.g. data breaches, ransomware attacks). Coordinates cross functional efforts, communicates status to senior management, and validates that recovery efforts meet compliance and business continuity standards. Knowledge, Skills, Experience and Qualifications Holds ISTQB Advanced Test Manager or an equivalent recognised certification in test management, or demonstrable experience. May hold ISTQB Advanced Security Tester, CISM, CISSP, GIAC GSEC. Qualification in IT Service Management, such as ITIL v3 or v4 Foundation or equivalent. Demonstrates comprehensive QA leadership across advanced automation, performance, shift left, or shift right testing. Integrates Agile or DevOps at scale, possibly merges with ITIL v4 for QA-Ops synergy. Demonstrable experience in Quality Engineering management and operations within an agile, product focused IT department, ideally within a financial institution. Experience in code branching strategies (GitFlow, BitBucket, ADO, etc.) and integration of quality into CI/CD pipelines. Experienced in advanced AI/ML approaches for improving quality efficiency and effectiveness, analytics, defect identification, understanding how AI can enhance quality processes. Provides expert security testing via MITRE ATT&CK, advanced vulnerability management, DevSecOps. Familiar with PCI DSS, ISO 27001, NIST frameworks, large scale compliance audits. About EBRD Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in. At EBRD, our Values - Inclusiveness, Innovation, Trust, and Responsibility - are at the heart of how we work. We bring these to life through our Workplace Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact. These principles shape our culture and define our success. We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high performing environment. The EBRD environment provides you with: Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in. A working culture that embraces inclusion and celebrates diversity. Our workforce reflects a broad range of backgrounds, perspectives, and experiences, bringing fresh ideas, energy, and innovation and enhancing our ability to serve our clients, shareholders, and counterparties effectively. A hybrid workplace that offers flexibility to teams and individuals; that is based on trust, flexibility and connectedness. An environment that places sustainability, equality and digital transformation at the heart of what we do. A workplace that prioritises employee well being and provides a comprehensive suite of competitive benefits. Diversity is one of the Bank's core values which are at the heart of everything it does. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, gender identity, sexual orientation, age, socio economic background or disability.
Crisis Manager (Contract) Barnsley (Hybrid - 60% onsite/40% remote) Up to £500 per day (Umbrella) Contract until November 2027 Overview An exciting opportunity has arisen for an experienced Crisis Manager/Major Incident Manager to join a large-scale enterprise environment, taking ownership of critical service incidents and driving end-to-end recovery activities. You will lead the response to major incidents, coordinating technical teams, senior stakeholders and business leaders to minimise service disruption, restore critical services, and ensure effective communication throughout the incident life cycle Key Responsibilities Lead and manage Major Incidents across complex enterprise environments. Coordinate technical and business stakeholders during service outages. Drive rapid service restoration and recovery activities. Chair incident bridge calls and escalation meetings. Provide timely updates to senior leadership and key stakeholders. Issue Major Incident communications and notifications. Ensure accurate incident documentation and life cycle management. Facilitate post-incident reviews, root cause analysis and lessons learned activities. Work closely with Problem Management teams to prevent recurring incidents. Contribute to the continuous improvement of Incident Management processes and operational resilience. Essential Experience Proven experience as a Major Incident Manager, Crisis Manager, Incident Manager or Service Operations Lead. Experience managing P1/P2/Critical incidents within large enterprise environments. Strong stakeholder management and executive communication skills. Experience facilitating incident bridges and coordinating cross-functional recovery teams. Solid understanding of Incident Management, Problem Management and Service Recovery processes. Ability to make informed decisions under pressure in time-critical situations. Experience operating within structured IT Service Management environments (ITIL). Desirable Experience Financial Services, Banking or other highly regulated industry experience. Experience working within 24/7 operational environments. Exposure to operational resilience, risk management and governance frameworks. Key Skills Major Incident Management Crisis Management Service Recovery Stakeholder Management Executive Communications Root Cause Analysis Problem Management ITIL Operational Resilience Risk Management Candidate Requirements BPSS eligible. Able to work via Umbrella company. Available to attend the Barnsley office 60% of the working week. Strong communicator with the ability to engage stakeholders at all levels. 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 on our website.
15/07/2026
Contractor
Crisis Manager (Contract) Barnsley (Hybrid - 60% onsite/40% remote) Up to £500 per day (Umbrella) Contract until November 2027 Overview An exciting opportunity has arisen for an experienced Crisis Manager/Major Incident Manager to join a large-scale enterprise environment, taking ownership of critical service incidents and driving end-to-end recovery activities. You will lead the response to major incidents, coordinating technical teams, senior stakeholders and business leaders to minimise service disruption, restore critical services, and ensure effective communication throughout the incident life cycle Key Responsibilities Lead and manage Major Incidents across complex enterprise environments. Coordinate technical and business stakeholders during service outages. Drive rapid service restoration and recovery activities. Chair incident bridge calls and escalation meetings. Provide timely updates to senior leadership and key stakeholders. Issue Major Incident communications and notifications. Ensure accurate incident documentation and life cycle management. Facilitate post-incident reviews, root cause analysis and lessons learned activities. Work closely with Problem Management teams to prevent recurring incidents. Contribute to the continuous improvement of Incident Management processes and operational resilience. Essential Experience Proven experience as a Major Incident Manager, Crisis Manager, Incident Manager or Service Operations Lead. Experience managing P1/P2/Critical incidents within large enterprise environments. Strong stakeholder management and executive communication skills. Experience facilitating incident bridges and coordinating cross-functional recovery teams. Solid understanding of Incident Management, Problem Management and Service Recovery processes. Ability to make informed decisions under pressure in time-critical situations. Experience operating within structured IT Service Management environments (ITIL). Desirable Experience Financial Services, Banking or other highly regulated industry experience. Experience working within 24/7 operational environments. Exposure to operational resilience, risk management and governance frameworks. Key Skills Major Incident Management Crisis Management Service Recovery Stakeholder Management Executive Communications Root Cause Analysis Problem Management ITIL Operational Resilience Risk Management Candidate Requirements BPSS eligible. Able to work via Umbrella company. Available to attend the Barnsley office 60% of the working week. Strong communicator with the ability to engage stakeholders at all levels. 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 on our website.
About the Team Help shape a high performing, well governed ICT service that delivers value for money, strong supplier oversight and better outcomes for colleagues and residents across Warwickshire. About the Role In this key role, you will: Lead ICT performance, assurance, supplier oversight and service improvement across key operational services. Analyse complex performance, contractual and financial information to identify risks, trends and improvement opportunities. Provide professional advice and constructive challenge to ICT managers and teams on governance, compliance and service performance. Support procurement and commercial activity, including requirements development, evaluation, governance documentation and contract review. Develop and maintain assurance frameworks, performance measures, standards, procedures and service documentation. Monitor supplier performance and contract spend, helping to secure value for money, cost avoidance and effective service recovery where needed. Work collaboratively across ICT and partner services to deliver continuous improvement and stronger operational integration. Key Requirements You'll bring: Substantial experience in ICT performance, assurance, contract management, supplier oversight or a related discipline. Strong analytical and problem solving skills, with the ability to interpret complex data and turn insight into action. Excellent communication skills, able to present technical, commercial or sensitive information clearly to a wide range of audiences. Experience supporting procurement, governance or commercial activity within a complex service environment. Confidence to influence, negotiate with and challenge internal and external stakeholders to improve outcomes. A collaborative approach and the ability to manage competing priorities while delivering high quality work to tight deadlines. Experience of continuous improvement, service standards, reporting and performance management in practice. Knowledge of ICT governance, assurance or risk management frameworks, with ITIL Foundation desirable. Fluency duty - the ability to speak and provide advice with accurate spoken English to the public. Why join us? Play a key role in improving ICT performance, governance and value for money across services that support the organisation and residents. Work in a collaborative environment where your insight and professional judgement will directly influence service improvement and decision making. Enjoy flexible, agile working that supports your wellbeing and helps you balance work and home life. Access a generous benefits package, including a strong pension scheme and employee wellbeing discounts. Additional Information Closing date: 15th June 2026. Interview date: 22nd June 2026. Equality and Diversity Warwickshire County Council is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce.
14/07/2026
Full time
About the Team Help shape a high performing, well governed ICT service that delivers value for money, strong supplier oversight and better outcomes for colleagues and residents across Warwickshire. About the Role In this key role, you will: Lead ICT performance, assurance, supplier oversight and service improvement across key operational services. Analyse complex performance, contractual and financial information to identify risks, trends and improvement opportunities. Provide professional advice and constructive challenge to ICT managers and teams on governance, compliance and service performance. Support procurement and commercial activity, including requirements development, evaluation, governance documentation and contract review. Develop and maintain assurance frameworks, performance measures, standards, procedures and service documentation. Monitor supplier performance and contract spend, helping to secure value for money, cost avoidance and effective service recovery where needed. Work collaboratively across ICT and partner services to deliver continuous improvement and stronger operational integration. Key Requirements You'll bring: Substantial experience in ICT performance, assurance, contract management, supplier oversight or a related discipline. Strong analytical and problem solving skills, with the ability to interpret complex data and turn insight into action. Excellent communication skills, able to present technical, commercial or sensitive information clearly to a wide range of audiences. Experience supporting procurement, governance or commercial activity within a complex service environment. Confidence to influence, negotiate with and challenge internal and external stakeholders to improve outcomes. A collaborative approach and the ability to manage competing priorities while delivering high quality work to tight deadlines. Experience of continuous improvement, service standards, reporting and performance management in practice. Knowledge of ICT governance, assurance or risk management frameworks, with ITIL Foundation desirable. Fluency duty - the ability to speak and provide advice with accurate spoken English to the public. Why join us? Play a key role in improving ICT performance, governance and value for money across services that support the organisation and residents. Work in a collaborative environment where your insight and professional judgement will directly influence service improvement and decision making. Enjoy flexible, agile working that supports your wellbeing and helps you balance work and home life. Access a generous benefits package, including a strong pension scheme and employee wellbeing discounts. Additional Information Closing date: 15th June 2026. Interview date: 22nd June 2026. Equality and Diversity Warwickshire County Council is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce.
Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you! About the role The Service Delivery Manager is accountable for ensuring IT services are delivered reliably, predictably and in line with business needs across HL's technology estate. Acting as a key bridge between IT Service Operations and the business, the role ensures services are operationally ready for change and critical events, perform to agreed service levels, and are resilient, scalable and trusted by stakeholders. What you'll be doing Own end to end service delivery for assigned services, ensuring clear accountability, alignment to business priorities, and effective operation across heritage and cloud environments Lead Service Introduction and Operational Readiness for new and significantly changed services, ensuring services do not go live until ownership, support models, documentation and resilience requirements are met Maintain oversight of service capacity management, ensuring current and future demand is understood, risks are identified early, and services are able to scale to meet business needs Ensure technical resilience and recovery plans are in place for supported services and that disaster recovery and resilience testing is executed to an agreed schedule, with actions tracked to completion Manage service performance against agreed SLAs, OLAs and KPIs, leading regular service reviews with internal teams and third party suppliers and driving improvement where performance falls short Participate in on call and out of hours cover, providing business facing coordination and communications during Major Incidents and ensuring post incident learning is embedded Work closely with Cloud Operations, Application Support, Service Assurance, engineering and security teams to ensure joined up delivery and effective hand offs across the full service lifecycle Proactively identify and manage service risks, dependencies and improvement opportunities, using insight and data to strengthen service reliability, resilience and stakeholder confidence About you Proven experience delivering and managing IT services in a complex, business critical environment Strong stakeholder management skills, with the ability to build trusted relationships with business leaders, technical teams and third party suppliers Hands on experience of Service Introduction, Operational Readiness and transition into live service Solid understanding of ITIL / IT Service Management practices, including Service Level, Incident, Problem, Change, Capacity and Continuity Management Experience supporting Major Incidents, including out of hours participation and senior stakeholder communications Demonstrable track record of driving service improvements using performance data, risk insight and post incident learning Interview process 2 stage interview process - Initial call Competency & Scenario based questions. Working Schedule This role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 3 days a week. What's on offer? Discretionary annual bonus and annual pay review 25 days holiday plus bank holidays and 1-day additional Christmas closure Option to purchase an additional 5 days holiday Flexible working options available, including hybrid working Enhanced parental leave Pension scheme up to 11% employer contribution Income Protection and Life insurance (4 x salary core level of cover) Private medical insurance Health care cash plans - including optical, dental, and outpatient care Health screening programme - confidential support including mental health counselling and remote GP Wellhub - unlimited access to fitness providers and wellness coach sessions Variety of travel to work schemes with bike storage and shower facilities Inhouse barista and deli serving subsidised coffee and sandwiches Two paid volunteering days per year Why we're a great place to work Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do. EEO Statement Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information. Please note, we are unable to provide employment sponsorship to candidates.
14/07/2026
Full time
Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you! About the role The Service Delivery Manager is accountable for ensuring IT services are delivered reliably, predictably and in line with business needs across HL's technology estate. Acting as a key bridge between IT Service Operations and the business, the role ensures services are operationally ready for change and critical events, perform to agreed service levels, and are resilient, scalable and trusted by stakeholders. What you'll be doing Own end to end service delivery for assigned services, ensuring clear accountability, alignment to business priorities, and effective operation across heritage and cloud environments Lead Service Introduction and Operational Readiness for new and significantly changed services, ensuring services do not go live until ownership, support models, documentation and resilience requirements are met Maintain oversight of service capacity management, ensuring current and future demand is understood, risks are identified early, and services are able to scale to meet business needs Ensure technical resilience and recovery plans are in place for supported services and that disaster recovery and resilience testing is executed to an agreed schedule, with actions tracked to completion Manage service performance against agreed SLAs, OLAs and KPIs, leading regular service reviews with internal teams and third party suppliers and driving improvement where performance falls short Participate in on call and out of hours cover, providing business facing coordination and communications during Major Incidents and ensuring post incident learning is embedded Work closely with Cloud Operations, Application Support, Service Assurance, engineering and security teams to ensure joined up delivery and effective hand offs across the full service lifecycle Proactively identify and manage service risks, dependencies and improvement opportunities, using insight and data to strengthen service reliability, resilience and stakeholder confidence About you Proven experience delivering and managing IT services in a complex, business critical environment Strong stakeholder management skills, with the ability to build trusted relationships with business leaders, technical teams and third party suppliers Hands on experience of Service Introduction, Operational Readiness and transition into live service Solid understanding of ITIL / IT Service Management practices, including Service Level, Incident, Problem, Change, Capacity and Continuity Management Experience supporting Major Incidents, including out of hours participation and senior stakeholder communications Demonstrable track record of driving service improvements using performance data, risk insight and post incident learning Interview process 2 stage interview process - Initial call Competency & Scenario based questions. Working Schedule This role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 3 days a week. What's on offer? Discretionary annual bonus and annual pay review 25 days holiday plus bank holidays and 1-day additional Christmas closure Option to purchase an additional 5 days holiday Flexible working options available, including hybrid working Enhanced parental leave Pension scheme up to 11% employer contribution Income Protection and Life insurance (4 x salary core level of cover) Private medical insurance Health care cash plans - including optical, dental, and outpatient care Health screening programme - confidential support including mental health counselling and remote GP Wellhub - unlimited access to fitness providers and wellness coach sessions Variety of travel to work schemes with bike storage and shower facilities Inhouse barista and deli serving subsidised coffee and sandwiches Two paid volunteering days per year Why we're a great place to work Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do. EEO Statement Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information. Please note, we are unable to provide employment sponsorship to candidates.
2nd Line Support Engineer, ITIL, 3 Months rolling, M365, Azure, Cloud, A leading provider of professional services is seeking a solid and reabile 2nd Line Support Engineer due to an increase is workload and client demand. About the role Reporting to the Service Desk Manager (based in the UK), the 2nd Line Support Engineer will be responsible for providing support to customers for the more complex and challenging tickets. You will be involved in various ITIL processes including problem, change, knowledge, and configuration management. From time to time, you may be required to support customers on-site (London-based). ? This role is office-based, working 5 days in our Holborn office Monday to Friday. Responsibilities Deliver outstanding customer service through all types of communication: ?As part of a wider team, answer incoming calls from customers and create tickets, or route calls through to other engineers as required. Ensure accurate, consistent, and clear communication via tickets, emails, and over the phone. Ensure detailed notes and time entries within each ticket. ? Technical skills Microsoft certification (or working toward): MS-102, AZ-104, SC-300. Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting multiple clients. Networking knowledge (protocols, configurations, VLANs, VPNs, firewalls). Experience of working within the ITIL framework. Hands-on experience of working with cloud technologies such as Office 365 Enterprise (E3, E5, EMS)/Azure IaaS. Experience of core Microsoft services: Exchange, SharePoint, Teams, Active Directory, Entra AD, Intune, Autopilot Advanced troubleshooting experience of Microsoft Server and Desktop Operating Systems. Experience of working within Hyper-V and/or VMware environments. Experience with enterprise backup and recovery solution This position does require you in the office 5 days a weeks ? 2nd Line Support Engineer, ITIL, 3 Months rolling, M365, Azure, Cloud, McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.
14/07/2026
Contractor
2nd Line Support Engineer, ITIL, 3 Months rolling, M365, Azure, Cloud, A leading provider of professional services is seeking a solid and reabile 2nd Line Support Engineer due to an increase is workload and client demand. About the role Reporting to the Service Desk Manager (based in the UK), the 2nd Line Support Engineer will be responsible for providing support to customers for the more complex and challenging tickets. You will be involved in various ITIL processes including problem, change, knowledge, and configuration management. From time to time, you may be required to support customers on-site (London-based). ? This role is office-based, working 5 days in our Holborn office Monday to Friday. Responsibilities Deliver outstanding customer service through all types of communication: ?As part of a wider team, answer incoming calls from customers and create tickets, or route calls through to other engineers as required. Ensure accurate, consistent, and clear communication via tickets, emails, and over the phone. Ensure detailed notes and time entries within each ticket. ? Technical skills Microsoft certification (or working toward): MS-102, AZ-104, SC-300. Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting multiple clients. Networking knowledge (protocols, configurations, VLANs, VPNs, firewalls). Experience of working within the ITIL framework. Hands-on experience of working with cloud technologies such as Office 365 Enterprise (E3, E5, EMS)/Azure IaaS. Experience of core Microsoft services: Exchange, SharePoint, Teams, Active Directory, Entra AD, Intune, Autopilot Advanced troubleshooting experience of Microsoft Server and Desktop Operating Systems. Experience of working within Hyper-V and/or VMware environments. Experience with enterprise backup and recovery solution This position does require you in the office 5 days a weeks ? 2nd Line Support Engineer, ITIL, 3 Months rolling, M365, Azure, Cloud, McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.
The position The Global Cyber Architect will support the Director of Cyber Security in ensuring that the company's Information Technology and Operational Technology (IT & OT) systems are optimally designed and configured as well as adequately protected from cyber threats so to ensure continuous and effective business operations. This role will work with Cyber Service Providers, internal support teams and key stakeholders to implement and operate cyber security systems and processes on behalf of the Director of Cyber Security and the Group CIO. Ultimately, this role will support RES to continually adapt and enhanced its cyber security. Through the embedding of cyber security into business practices and technology, this role will support RES in becoming recognised as a market leader in the delivery of cyber security services within renewables. The post-holder will be required to travel periodically to RES sites to establish and maintain excellent customer relations. Key accountabilities Lead the production of cyber architecture roadmaps, standards and patterns to the support the successful delivery of IT and OT solutions and business objectives Act as the lead design authority for cyber security architecture matters through the production and review of solution proposals Working closely with the Global Lead Architect to ensure all material cyber related technology change is assessed and endorsed by the Technical Design Authority (TDA) Oversee the delivery of activities within a continuous programme of cyber technology improvements focused on enhancing the resilience, standardisation and reliability of the RES technology environments Lead the technical design and implementation of a 'cyber security management system' to underpin getting and maintaining a global cyber accreditation Ensure cost optimization practices are applied to 'AS-IS' and 'TO-BE' OT cyber architecture solutions to maximize the benefits returned from IT and OT technology in line with business objectives Undertake cyber related technical due diligence for business proposals offered to clients Assist in the gathering, analyzing of threat intelligence and learning from security partners, industry peers and government agencies to understand potential and relevant impacts to RES Support incident response and recovery activities in relation to IT and OT systems in close liaison with the Cyber Security colleagues Oversee security penetration testing of IT and OT systems to ensure the effective management and remediation of any resulting improvement actions Assisting in the designing of cyber incident simulation scenarios to ensure response and recovery capabilities are routinely tested and adapted as required Lead on the technical design of Cyber 'Health Check' services to be provided to clients Shape and gain buy in to the cyber strategy and supporting standards, roadmaps and patterns across the OT and IT teams and business stakeholders Line Management Direct supervision of 3rd parties' suppliers in the delivery and execution of cyber services Knowledge Extensive knowledge of cyber security in relation to IT & OT systems and infrastructure Extensive knowledge of good practice enterprise level of design, implementation and operation of IT & OT environments and Knowledge of technology governance processes covering financial management, project management, compliance and IT risk management. Excellent Knowledge and experience of Cyber Architecture (spanning Enterprise, Information, Technical, Application, People & Process) Solid understanding of managing and partnering with 3rd party cyber security suppliers. Deep understanding of Cyber security principles, frameworks and standards e.g. ISO27001, NERC-CIP and NIST-CSF Skills A 'business outcome' approach and style to delivering technology change Strong Business Acumen and collaborative in approach Proven ability to engage, build strong relationships, influence and partner with stakeholders across functions and geographies. Credible and capable; able to quickly build the confidence in senior managers and peers Passionate about technology and how it can improve the customer experience. Excellent negotiation and resolution skills - A capable negotiator, both internally and with third parties. An ability to shape direction and translate strategy into action. An individual of integrity who will respect and demonstrate RES values. Sensitive and intuitive, whilst displaying gravitas and credibility Experience Extensive experience and track record working in Cyber Security and Architecture A highly capable, all round technologist, preferably in the B2B sector, with experience of change and transformation. Experienced gained in the Construction, Utilities or a project based business Accustomed to dealing with senior managers and exceptionally customer focused. Demonstrated deep knowledge of technical/Infrastructure architectures and standards Experience of architecting and auditing leading cyber security technologies such as firewalls, vulnerability scanners and authentication services Experience of using architecture modeling tools and practices Delivery of cyber security solution to remediation business risk and external threats Desirable Accreditation or certification relating architecting, deploying and securing enterprise cloud platforms including Azure, AWS and Google Accreditation to ITIL foundations COBIT or equivalent, CISSP or equivalent At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.
14/07/2026
Full time
The position The Global Cyber Architect will support the Director of Cyber Security in ensuring that the company's Information Technology and Operational Technology (IT & OT) systems are optimally designed and configured as well as adequately protected from cyber threats so to ensure continuous and effective business operations. This role will work with Cyber Service Providers, internal support teams and key stakeholders to implement and operate cyber security systems and processes on behalf of the Director of Cyber Security and the Group CIO. Ultimately, this role will support RES to continually adapt and enhanced its cyber security. Through the embedding of cyber security into business practices and technology, this role will support RES in becoming recognised as a market leader in the delivery of cyber security services within renewables. The post-holder will be required to travel periodically to RES sites to establish and maintain excellent customer relations. Key accountabilities Lead the production of cyber architecture roadmaps, standards and patterns to the support the successful delivery of IT and OT solutions and business objectives Act as the lead design authority for cyber security architecture matters through the production and review of solution proposals Working closely with the Global Lead Architect to ensure all material cyber related technology change is assessed and endorsed by the Technical Design Authority (TDA) Oversee the delivery of activities within a continuous programme of cyber technology improvements focused on enhancing the resilience, standardisation and reliability of the RES technology environments Lead the technical design and implementation of a 'cyber security management system' to underpin getting and maintaining a global cyber accreditation Ensure cost optimization practices are applied to 'AS-IS' and 'TO-BE' OT cyber architecture solutions to maximize the benefits returned from IT and OT technology in line with business objectives Undertake cyber related technical due diligence for business proposals offered to clients Assist in the gathering, analyzing of threat intelligence and learning from security partners, industry peers and government agencies to understand potential and relevant impacts to RES Support incident response and recovery activities in relation to IT and OT systems in close liaison with the Cyber Security colleagues Oversee security penetration testing of IT and OT systems to ensure the effective management and remediation of any resulting improvement actions Assisting in the designing of cyber incident simulation scenarios to ensure response and recovery capabilities are routinely tested and adapted as required Lead on the technical design of Cyber 'Health Check' services to be provided to clients Shape and gain buy in to the cyber strategy and supporting standards, roadmaps and patterns across the OT and IT teams and business stakeholders Line Management Direct supervision of 3rd parties' suppliers in the delivery and execution of cyber services Knowledge Extensive knowledge of cyber security in relation to IT & OT systems and infrastructure Extensive knowledge of good practice enterprise level of design, implementation and operation of IT & OT environments and Knowledge of technology governance processes covering financial management, project management, compliance and IT risk management. Excellent Knowledge and experience of Cyber Architecture (spanning Enterprise, Information, Technical, Application, People & Process) Solid understanding of managing and partnering with 3rd party cyber security suppliers. Deep understanding of Cyber security principles, frameworks and standards e.g. ISO27001, NERC-CIP and NIST-CSF Skills A 'business outcome' approach and style to delivering technology change Strong Business Acumen and collaborative in approach Proven ability to engage, build strong relationships, influence and partner with stakeholders across functions and geographies. Credible and capable; able to quickly build the confidence in senior managers and peers Passionate about technology and how it can improve the customer experience. Excellent negotiation and resolution skills - A capable negotiator, both internally and with third parties. An ability to shape direction and translate strategy into action. An individual of integrity who will respect and demonstrate RES values. Sensitive and intuitive, whilst displaying gravitas and credibility Experience Extensive experience and track record working in Cyber Security and Architecture A highly capable, all round technologist, preferably in the B2B sector, with experience of change and transformation. Experienced gained in the Construction, Utilities or a project based business Accustomed to dealing with senior managers and exceptionally customer focused. Demonstrated deep knowledge of technical/Infrastructure architectures and standards Experience of architecting and auditing leading cyber security technologies such as firewalls, vulnerability scanners and authentication services Experience of using architecture modeling tools and practices Delivery of cyber security solution to remediation business risk and external threats Desirable Accreditation or certification relating architecting, deploying and securing enterprise cloud platforms including Azure, AWS and Google Accreditation to ITIL foundations COBIT or equivalent, CISSP or equivalent At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.
Are you ready to diagnose and resolve complex technical challenges while shaping the future of ICT services? Braintree District Council has an exciting Senior Technical Analyst opportunity! Location: Braintree, Essex, CM7 9HB Salary: £41,145 to £45,498 per annum Job Type: Full-time Closing Date: Midnight on Tuesday 28th July 2026 About Us: Braintree is an ambitious and dynamic Council and is becoming one of the fastest growing Districts in the East of England with three growing towns, London just 45 minutes away and the District located directly between the international transport centres of Stansted Airport and Harwich and Felixstowe International Ports. We have a deserved track record for delivering and a strong reputation within the business community. Braintree District Council is a great place to work. We pride ourselves on our creative and innovative approach, which is led by our employees, and are committed to having an engaged workforce who understand our strategy and how they can help deliver it. Our people see the difference they make and how the work they do actively contributes to and encourages positive change in the local community. Senior Technical Analyst - The Role: You will provide high quality technical expertise across our ICT service, diagnosing, managing and resolving complex technical issues across Microsoft 365 products, networks, data management and core infrastructure. Working within the ITIL framework, you will resolve incidents and complete projects from design through implementation, testing and transition to service. You will mentor and guide the ICT team, sharing best practice and knowledge to improve technical capability and resilience. You will also support business continuity and disaster recovery arrangements through testing and continuous improvement of recovery processes. Senior Technical Analyst - Key Responsibilities: - Diagnose, manage and resolve complex technical problems across ICT core infrastructure, data management, networks and Microsoft 365 - Manage liaison with third party suppliers and support contractors to ensure effective problem resolution - Log, prioritise and resolve incidents using ITIL based policies and procedures with complete documentation - Act as incident manager for major incidents, including cyber security incidents as required - Provide mentoring, guidance and knowledge sharing across the ICT team to improve resilience and technical capability - Lead the design and implementation of technology solutions aligned with business objectives and security requirements - Deliver excellent customer service to employees, managers and councillors - Monitor and manage security, ICT infrastructure and key systems processes Senior Technical Analyst - You: - Level 5 qualification in infrastructure management or equivalent recent experience - Demonstrable experience supporting complex ICT systems in a local government environment, including core infrastructure, Microsoft 365 and line of business applications - Experience of technical and business analysis with proven successful outcomes - Experience working effectively in an ITIL compliant environment - Excellent IT skills and high level of customer awareness - Excellent interpersonal, organisational and communication skills, both written and verbal - Ability to work under pressure, meet deadlines and think creatively to initiate improvements Benefits: - Flexible working - Hybrid working arrangements are available in this role (home/office based with a minimum of 2-3 office days per week, plus in person meetings as per the role requirements) subject to business need - Local government pension scheme - Learning and development for all employees - Employee discounts at local businesses - Employee recognition schemes - Extensive health and wellbeing programmes, including discounted gym membership Closing Date: Midnight on Tuesday 28th July 2026 Although our vacancy is being advertised on this job board/external website, we will never ask you to submit an application through this site. To protect your personal information, please visit our Braintree District Council site and click 'Join our team'. You can then apply through the 'Current Vacancies' link. To submit your CV for this exciting Senior Technical Analyst opportunity, click Apply today!
14/07/2026
Full time
Are you ready to diagnose and resolve complex technical challenges while shaping the future of ICT services? Braintree District Council has an exciting Senior Technical Analyst opportunity! Location: Braintree, Essex, CM7 9HB Salary: £41,145 to £45,498 per annum Job Type: Full-time Closing Date: Midnight on Tuesday 28th July 2026 About Us: Braintree is an ambitious and dynamic Council and is becoming one of the fastest growing Districts in the East of England with three growing towns, London just 45 minutes away and the District located directly between the international transport centres of Stansted Airport and Harwich and Felixstowe International Ports. We have a deserved track record for delivering and a strong reputation within the business community. Braintree District Council is a great place to work. We pride ourselves on our creative and innovative approach, which is led by our employees, and are committed to having an engaged workforce who understand our strategy and how they can help deliver it. Our people see the difference they make and how the work they do actively contributes to and encourages positive change in the local community. Senior Technical Analyst - The Role: You will provide high quality technical expertise across our ICT service, diagnosing, managing and resolving complex technical issues across Microsoft 365 products, networks, data management and core infrastructure. Working within the ITIL framework, you will resolve incidents and complete projects from design through implementation, testing and transition to service. You will mentor and guide the ICT team, sharing best practice and knowledge to improve technical capability and resilience. You will also support business continuity and disaster recovery arrangements through testing and continuous improvement of recovery processes. Senior Technical Analyst - Key Responsibilities: - Diagnose, manage and resolve complex technical problems across ICT core infrastructure, data management, networks and Microsoft 365 - Manage liaison with third party suppliers and support contractors to ensure effective problem resolution - Log, prioritise and resolve incidents using ITIL based policies and procedures with complete documentation - Act as incident manager for major incidents, including cyber security incidents as required - Provide mentoring, guidance and knowledge sharing across the ICT team to improve resilience and technical capability - Lead the design and implementation of technology solutions aligned with business objectives and security requirements - Deliver excellent customer service to employees, managers and councillors - Monitor and manage security, ICT infrastructure and key systems processes Senior Technical Analyst - You: - Level 5 qualification in infrastructure management or equivalent recent experience - Demonstrable experience supporting complex ICT systems in a local government environment, including core infrastructure, Microsoft 365 and line of business applications - Experience of technical and business analysis with proven successful outcomes - Experience working effectively in an ITIL compliant environment - Excellent IT skills and high level of customer awareness - Excellent interpersonal, organisational and communication skills, both written and verbal - Ability to work under pressure, meet deadlines and think creatively to initiate improvements Benefits: - Flexible working - Hybrid working arrangements are available in this role (home/office based with a minimum of 2-3 office days per week, plus in person meetings as per the role requirements) subject to business need - Local government pension scheme - Learning and development for all employees - Employee discounts at local businesses - Employee recognition schemes - Extensive health and wellbeing programmes, including discounted gym membership Closing Date: Midnight on Tuesday 28th July 2026 Although our vacancy is being advertised on this job board/external website, we will never ask you to submit an application through this site. To protect your personal information, please visit our Braintree District Council site and click 'Join our team'. You can then apply through the 'Current Vacancies' link. To submit your CV for this exciting Senior Technical Analyst opportunity, click Apply today!
Junior DevOps Engineer 3 months initially - extensions London - flexible Inside IR35 - umbrella only The Junior DevOps Engineer will work to the DevOps manager and supports the design, delivery, automation and operation of secure, reliable and scalable digital services across government. Working as part of a multidisciplinary Digital, Data and Technology team, the role helps improve deployment pipelines, cloud infrastructure, monitoring, service reliability and operational processes. The postholder will work with developers, testers, product managers, service owners, cyber security teams and delivery teams to help deliver user-centred public services that are secure, resilient and compliant with government standards. Key Responsibilities DevOps and Automation Support the development and maintenance of CI/CD pipelines. Assist with automating build, test, deployment and release processes. Help reduce manual tasks through scripting and reusable automation. Support consistent deployment practices across development, test and production environments. Cloud and Infrastructure Support Assist with provisioning and maintaining cloud infrastructure. Support the use of Infrastructure as Code tools such as Terraform, Bicep or ARM templates. Help maintain secure and consistent environments across cloud platforms. Support configuration of compute, storage, networking and platform services. Monitoring, Reliability and Support Help monitor digital services, infrastructure and applications. Support incident investigation, root cause analysis and service recovery. Assist with improving logging, alerting and observability. Contribute to service availability, performance and resilience improvements. Security and Compliance Work with cyber security colleagues to apply secure-by-design principles. Support vulnerability management, patching and configuration compliance. Follow government security, data protection and information assurance requirements. Assist with access management, secrets management and environment controls. Collaboration and Agile Delivery Work as part of an agile multidisciplinary team. Participate in stand-ups, sprint planning, retrospectives and service reviews. Collaborate with developers, testers, architects, product owners and service teams. Contribute to continuous improvement of delivery practices and technical standards. Documentation and Knowledge Sharing Maintain clear technical documentation, runbooks and support guides. Record configuration changes, known issues and operational procedures. Share learning with colleagues and contribute to team knowledge bases. Support onboarding of new team members by documenting repeatable processes. Main Duties The Junior DevOps Engineer will: Support the build and maintenance of deployment pipelines. Assist in managing cloud environments and platform services. Write basic scripts to automate routine operational tasks. Monitor service health and respond to alerts. Support releases into test and production environments. Help maintain infrastructure configuration and environment documentation. Support incident, problem and change management processes. Work with security teams to resolve vulnerabilities and improve compliance. Contribute to continuous improvement of DevOps practices. Learn and apply government digital, data and technology standards. Knowledge Required The postholder should have awareness of: Agile and DevOps ways of working. Cloud hosting and platform services. Secure software delivery lifecycle principles. CI/CD pipelines and release automation. Logging, monitoring and alerting. Version control and collaborative development. Infrastructure as Code concepts. Incident, change and problem management. UK government digital service principles. Data protection, security and information governance considerations. Qualifications or Certifications These are not mandatory but may be useful: Microsoft Certified: Azure Fundamentals. Microsoft Certified: Azure Administrator Associate. Microsoft Certified: DevOps Engineer Expert (AZ-400) ITIL Foundation. Agile Foundation or Scrum certification. Terraform Associate. GitHub Foundations or GitHub Actions training. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
14/07/2026
Contractor
Junior DevOps Engineer 3 months initially - extensions London - flexible Inside IR35 - umbrella only The Junior DevOps Engineer will work to the DevOps manager and supports the design, delivery, automation and operation of secure, reliable and scalable digital services across government. Working as part of a multidisciplinary Digital, Data and Technology team, the role helps improve deployment pipelines, cloud infrastructure, monitoring, service reliability and operational processes. The postholder will work with developers, testers, product managers, service owners, cyber security teams and delivery teams to help deliver user-centred public services that are secure, resilient and compliant with government standards. Key Responsibilities DevOps and Automation Support the development and maintenance of CI/CD pipelines. Assist with automating build, test, deployment and release processes. Help reduce manual tasks through scripting and reusable automation. Support consistent deployment practices across development, test and production environments. Cloud and Infrastructure Support Assist with provisioning and maintaining cloud infrastructure. Support the use of Infrastructure as Code tools such as Terraform, Bicep or ARM templates. Help maintain secure and consistent environments across cloud platforms. Support configuration of compute, storage, networking and platform services. Monitoring, Reliability and Support Help monitor digital services, infrastructure and applications. Support incident investigation, root cause analysis and service recovery. Assist with improving logging, alerting and observability. Contribute to service availability, performance and resilience improvements. Security and Compliance Work with cyber security colleagues to apply secure-by-design principles. Support vulnerability management, patching and configuration compliance. Follow government security, data protection and information assurance requirements. Assist with access management, secrets management and environment controls. Collaboration and Agile Delivery Work as part of an agile multidisciplinary team. Participate in stand-ups, sprint planning, retrospectives and service reviews. Collaborate with developers, testers, architects, product owners and service teams. Contribute to continuous improvement of delivery practices and technical standards. Documentation and Knowledge Sharing Maintain clear technical documentation, runbooks and support guides. Record configuration changes, known issues and operational procedures. Share learning with colleagues and contribute to team knowledge bases. Support onboarding of new team members by documenting repeatable processes. Main Duties The Junior DevOps Engineer will: Support the build and maintenance of deployment pipelines. Assist in managing cloud environments and platform services. Write basic scripts to automate routine operational tasks. Monitor service health and respond to alerts. Support releases into test and production environments. Help maintain infrastructure configuration and environment documentation. Support incident, problem and change management processes. Work with security teams to resolve vulnerabilities and improve compliance. Contribute to continuous improvement of DevOps practices. Learn and apply government digital, data and technology standards. Knowledge Required The postholder should have awareness of: Agile and DevOps ways of working. Cloud hosting and platform services. Secure software delivery lifecycle principles. CI/CD pipelines and release automation. Logging, monitoring and alerting. Version control and collaborative development. Infrastructure as Code concepts. Incident, change and problem management. UK government digital service principles. Data protection, security and information governance considerations. Qualifications or Certifications These are not mandatory but may be useful: Microsoft Certified: Azure Fundamentals. Microsoft Certified: Azure Administrator Associate. Microsoft Certified: DevOps Engineer Expert (AZ-400) ITIL Foundation. Agile Foundation or Scrum certification. Terraform Associate. GitHub Foundations or GitHub Actions training. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
Service Delivery Manager Application Deadline: 6 August 2026 Department: Business Operations Employment Type: Full Time Location: London Reporting To: IT Operations Director Description Reports to: IT Operations Director Location: London, UK (global remit across the UK, US and international operations) Office attendance: Minimum three days per week in the Central London office. Applicants must live within a practical and sustainable commuting distance. Role Purpose The Service Delivery Manager is responsible for the operational management, governance and continual improvement of IT support services delivered through the organisation's outsourced global helpdesk managed services partner. The role owns service performance, supplier accountability, customer experience and service integration across IT Operations and third-party partners. Working closely with Infrastructure, InfoSec, Enterprise Services, CRM, Product & Technology and business stakeholders, the Service Delivery Manager will ensure services meet business needs and continue to mature through clear governance, insight-led improvement and strong operational leadership. The role will develop the IT Operations Service Delivery capability, embed effective ways of working and improve service quality across people, processes, technology and customer experience. Key Responsibilities Service Delivery, Supplier Management & Integration Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures. Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents. Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate. Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers. Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes. Drive stable, resilient and consistent service delivery across all supported regions. Service Improvement, Customer Experience & Knowledge Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme. Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency. Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost. Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities. Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance. Promote a service-focused culture across IT Operations and supplier teams. Governance, Reporting & Stakeholder Management Establish and maintain governance forums, service standards, operational policies and performance measures. Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance. Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums. Build trusted relationships with senior business stakeholders, IT leadership and supplier teams. Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement. Service Introduction & Operational Readiness Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support. Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live. Capture lessons learned from service introductions and embed improvements into future delivery. Operational Risk & Resilience Identify service risks, dependencies and potential points of failure. Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities. Skills, Knowledge and Expertise Experience Significant experience in IT Service Delivery or Service Management environments. Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance. Experience improving service performance through governance, reporting, supplier management and continual improvement. Experience developing service management capability, operational processes and performance frameworks. Experience working with global teams, multiple time zones and senior stakeholders. Knowledge & Expertise Strong knowledge of ITIL 4 or 5 service management principles and practical application. Understanding of the SDI Service Desk Best Practice Standard. Experience defining KPIs, SLAs, OLAs and customer experience measures. Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement. Experience using ITSM platforms, service reporting and performance analytics. Leadership & Behavioural Skills Excellent written and verbal communication skills. Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams. Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance. Calm, structured and decisive when managing service issues, escalations and competing priorities. Highly organised, proactive and comfortable working in a fast-paced global environment. Preferred Certifications ITIL 4 Foundation (essential) ITIL 4 Managing Professional or Strategic Leader (essential) Lean Six Sigma Yellow Belt or Green Belt (desirable)
13/07/2026
Full time
Service Delivery Manager Application Deadline: 6 August 2026 Department: Business Operations Employment Type: Full Time Location: London Reporting To: IT Operations Director Description Reports to: IT Operations Director Location: London, UK (global remit across the UK, US and international operations) Office attendance: Minimum three days per week in the Central London office. Applicants must live within a practical and sustainable commuting distance. Role Purpose The Service Delivery Manager is responsible for the operational management, governance and continual improvement of IT support services delivered through the organisation's outsourced global helpdesk managed services partner. The role owns service performance, supplier accountability, customer experience and service integration across IT Operations and third-party partners. Working closely with Infrastructure, InfoSec, Enterprise Services, CRM, Product & Technology and business stakeholders, the Service Delivery Manager will ensure services meet business needs and continue to mature through clear governance, insight-led improvement and strong operational leadership. The role will develop the IT Operations Service Delivery capability, embed effective ways of working and improve service quality across people, processes, technology and customer experience. Key Responsibilities Service Delivery, Supplier Management & Integration Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures. Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents. Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate. Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers. Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes. Drive stable, resilient and consistent service delivery across all supported regions. Service Improvement, Customer Experience & Knowledge Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme. Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency. Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost. Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities. Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance. Promote a service-focused culture across IT Operations and supplier teams. Governance, Reporting & Stakeholder Management Establish and maintain governance forums, service standards, operational policies and performance measures. Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance. Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums. Build trusted relationships with senior business stakeholders, IT leadership and supplier teams. Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement. Service Introduction & Operational Readiness Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support. Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live. Capture lessons learned from service introductions and embed improvements into future delivery. Operational Risk & Resilience Identify service risks, dependencies and potential points of failure. Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities. Skills, Knowledge and Expertise Experience Significant experience in IT Service Delivery or Service Management environments. Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance. Experience improving service performance through governance, reporting, supplier management and continual improvement. Experience developing service management capability, operational processes and performance frameworks. Experience working with global teams, multiple time zones and senior stakeholders. Knowledge & Expertise Strong knowledge of ITIL 4 or 5 service management principles and practical application. Understanding of the SDI Service Desk Best Practice Standard. Experience defining KPIs, SLAs, OLAs and customer experience measures. Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement. Experience using ITSM platforms, service reporting and performance analytics. Leadership & Behavioural Skills Excellent written and verbal communication skills. Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams. Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance. Calm, structured and decisive when managing service issues, escalations and competing priorities. Highly organised, proactive and comfortable working in a fast-paced global environment. Preferred Certifications ITIL 4 Foundation (essential) ITIL 4 Managing Professional or Strategic Leader (essential) Lean Six Sigma Yellow Belt or Green Belt (desirable)
Who are we? Howden is a global insurance group with employee ownership at its heart, operating in 56 countries. Role Summary The Solutions Architect role forms part of a distributed, global infrastructure team, responsible for the continued availability and support of an international on premises and cloud infrastructure. The role involves working on multiple projects, acting as a hands on architect, providing design support, and contributing to engineering across on prem and Microsoft cloud technologies in a fast paced environment. Job Specific Skills Extensive experience in an infrastructure cloud architecture position, primarily with Microsoft Azure & Microsoft 365 technologies. Experience architecting solutions to meet security and governance requirements, including International Compliance and Regulatory standards. Ability to translate business requirements into feasible technology solutions and to design solutions that meet varied regulatory and global business needs. Excellent documentation and presentation skills - able to document solutions at both high and low levels and present to governing boards. Experience delivering solutions across multiple projects while maintaining agreed design. Knowledge of ITIL change management governance. Leadership ability to guide infrastructure engineers and collaborate with wider delivery teams, management, and business leaders. Technical Skills Required Detailed Microsoft Azure and Microsoft 365 knowledge, including Azure architecture, server & platform architecture, security and networking principles. Modern Identity and Access Management (Entra ID, Entra ID Connect, Conditional Access), M365 hybrid knowledge, Office 365 client side requirements, and backend M365 service interactions. Experience with corporate acquisition projects involving architectural integration and application migration. Networking technologies: MPLS, ExpressRoute, firewalls, routing protocols, Enterprise Wi Fi, and wired LAN networking. Proficiency with on premises Microsoft stack (Exchange, SQL, Active Directory). Hypervisor experience (VMware) and fibre channel storage arrays. Designing backup & disaster recovery solutions. Automation skills (PowerShell, Terraform), Intune for device management, Apple Business Manager, Autopilot. Microsoft 365 Purview policy management. Technical Skills Desired TOGAF certification or equivalent architecture framework experience. Experience in a multi forest environment. Citrix (XenApp & XenDesktop) experience. VMware, Azure or O365 certification. Teams messaging, telephony, Teams meeting rooms. Core Responsibilities Achieve results through relationships with all parties. Deliver a personal performance that contributes to company objectives. Achieve lasting relationships with internal clients, suppliers, third parties and staff. Consistently deliver an excellent and comprehensive service, on time, within budget and to or exceeding quality expectations. Ensure all dealings are carried out with integrity and professionalism. Act in best faith according to company policies and protect reputation. General Responsibilities Develop strong relationships with business units. Respond to business units' requirements as appropriate. Support business units with IT system usage. Behave fairly and ethically with all clients. Take ownership of issues and provide updates to users on outstanding issues. Management Responsibilities Ensure team members are competent to carry out responsibilities. Motivate team to deliver high performance and achieve objectives. Maintain up to date records in group and company systems. Compliance Responsibilities Ensure compliance with all applicable group and company policies, procedures and legal requirements. Obtain correct authorisation as required and follow processes. Maintain accurate records and correspondence. Adhere to anti bribery and corruption policy and procedures. Monitor and report on business unit issues and provide relevant information to senior management. What do we offer in return? Career that you define with opportunities for growth and autonomy. Diversity and inclusion focus - no single Howden type; everyone can bring their own values. Reasonable adjustments, such as flexible hours and hybrid working, where available. Support with accommodation needs and work life balance.
12/07/2026
Full time
Who are we? Howden is a global insurance group with employee ownership at its heart, operating in 56 countries. Role Summary The Solutions Architect role forms part of a distributed, global infrastructure team, responsible for the continued availability and support of an international on premises and cloud infrastructure. The role involves working on multiple projects, acting as a hands on architect, providing design support, and contributing to engineering across on prem and Microsoft cloud technologies in a fast paced environment. Job Specific Skills Extensive experience in an infrastructure cloud architecture position, primarily with Microsoft Azure & Microsoft 365 technologies. Experience architecting solutions to meet security and governance requirements, including International Compliance and Regulatory standards. Ability to translate business requirements into feasible technology solutions and to design solutions that meet varied regulatory and global business needs. Excellent documentation and presentation skills - able to document solutions at both high and low levels and present to governing boards. Experience delivering solutions across multiple projects while maintaining agreed design. Knowledge of ITIL change management governance. Leadership ability to guide infrastructure engineers and collaborate with wider delivery teams, management, and business leaders. Technical Skills Required Detailed Microsoft Azure and Microsoft 365 knowledge, including Azure architecture, server & platform architecture, security and networking principles. Modern Identity and Access Management (Entra ID, Entra ID Connect, Conditional Access), M365 hybrid knowledge, Office 365 client side requirements, and backend M365 service interactions. Experience with corporate acquisition projects involving architectural integration and application migration. Networking technologies: MPLS, ExpressRoute, firewalls, routing protocols, Enterprise Wi Fi, and wired LAN networking. Proficiency with on premises Microsoft stack (Exchange, SQL, Active Directory). Hypervisor experience (VMware) and fibre channel storage arrays. Designing backup & disaster recovery solutions. Automation skills (PowerShell, Terraform), Intune for device management, Apple Business Manager, Autopilot. Microsoft 365 Purview policy management. Technical Skills Desired TOGAF certification or equivalent architecture framework experience. Experience in a multi forest environment. Citrix (XenApp & XenDesktop) experience. VMware, Azure or O365 certification. Teams messaging, telephony, Teams meeting rooms. Core Responsibilities Achieve results through relationships with all parties. Deliver a personal performance that contributes to company objectives. Achieve lasting relationships with internal clients, suppliers, third parties and staff. Consistently deliver an excellent and comprehensive service, on time, within budget and to or exceeding quality expectations. Ensure all dealings are carried out with integrity and professionalism. Act in best faith according to company policies and protect reputation. General Responsibilities Develop strong relationships with business units. Respond to business units' requirements as appropriate. Support business units with IT system usage. Behave fairly and ethically with all clients. Take ownership of issues and provide updates to users on outstanding issues. Management Responsibilities Ensure team members are competent to carry out responsibilities. Motivate team to deliver high performance and achieve objectives. Maintain up to date records in group and company systems. Compliance Responsibilities Ensure compliance with all applicable group and company policies, procedures and legal requirements. Obtain correct authorisation as required and follow processes. Maintain accurate records and correspondence. Adhere to anti bribery and corruption policy and procedures. Monitor and report on business unit issues and provide relevant information to senior management. What do we offer in return? Career that you define with opportunities for growth and autonomy. Diversity and inclusion focus - no single Howden type; everyone can bring their own values. Reasonable adjustments, such as flexible hours and hybrid working, where available. Support with accommodation needs and work life balance.
Service Architect Location: Farnborough, with flexibility to work from home dependent on business demands Salary: £58,400 - £74,900 The Role The Service Architect is part of the Service Management team which provides consistent and efficient Service Design, Service Transition, Operational Service Delivery and Continual Service Improvement to Leidos customers. The primary objective of the Service Architect is to use the Leidos product set (StarTT, SecDevOps etc.) to design services that are user centric, cost effective, and fully integrated with the customer's service ecosystem. What will I be doing? The Service Architect will be responsible for varied deliverables across the programme. Bids & Proposal Producing Service Management responses for proposals and serving as the Service Lead on bids or as a deputy Service Architect. Delivering an overall service architecture that meets the needs of the customer and Leidos strategy. Working with the Project Lead to develop an implementation plan to deliver the service architecture in line with overall customer and programme timelines. Creation of a Basis of Estimate (BOE) to establish the level of effort for all operations and the effort to stand the service up from an SM perspective. Ensuring Service Management resources are underwritten with the Leidos Service Director. Creation and management of Service Management RAID logs. Working closely with the Solution Architect Lead Engineer and SMEs to ensure the technical solution and engineering BOEs support the service architecture principles. Translating customer requirements and contractual obligations into a Service solution. Providing thought leadership in relation to service architecture. Managing bid workload to a costed budget. Collaborating with Solution Leads, Programme, SME's, Capture, Sales and Bid teams. Performing peer reviews of Solution Overview, HLDs, Delivery plans etc. to ensure high quality proposals. Performing audits, standards compliance checks and due diligence as required. Upon contract award, responsible for the implementation of solutions and subsequent handover to the Service Delivery and Operations teams. Service Design All aspects of Service Design, creating Service Design Plans (SDPs) and using Service Delivery patterns and common sub processes to support solution development. Collaborating with Solution Architect and Chief Engineer to develop Service Management architecture. Collaborating with Programme or Project Management to lead on service elements of delivery to enable the transition of the service into live production. Identifying and managing service risks, dependencies and issues aligned to the Service Delivery Plan. Involvement in transitioning new services from Projects to Business as Usual through formal Service Transition processes and Service Readiness Review gates. Service Implementation Reporting into the role of the Service Delivery Manager to ensure the service model is fit for operational purpose, support and management. Liaising with Programme Management, Service Delivery, and customers to assure delivery of quality service products on time and to budget. Ensuring teams involved with delivery of the service have their processes and supporting artefacts. Supporting transformation of the customer organisation to an ITIL based model. Working closely with the Service Operations team to ensure implemented or changed services can deliver to target service levels and performance indicators. Continual Service Improvement (CSI) Championing Service Management and associated processes and procedures within the organisation, operating within ITIL frameworks and compliant with ISO20000. Identifying areas of improvement. Establishing CSI mechanisms for the life of the service. What does Leidos need from me? To be successful in this role you will have experience in designing full end to end service solutions in large scale enterprise environments, a good understanding of enterprise IT technology infrastructure components and business processes, and be highly experienced and qualified in service management frameworks (ITIL) and their practical implementation. You should have experience in large scale outsourcing bid responses, particularly government model contracts. The Service Architect must have: A detailed knowledge of Service Delivery concepts and techniques. A strong operational understanding of service supply chains. Experience of Service Design for major IT systems and services. Experience of supporting new business development activities and creating value propositions around our service portfolio. The ability to write coherent, concise, and readable technical documentation. Providing input to the pre sales process to facilitate submission of high quality achievable proposals. Strong stakeholder management and interpersonal skills, interfacing and presenting to director level. Experience of developing service based process and procedures in a commercial environment. Experience of driving through service improvement activities. Understanding of how technology, process, tools and people combine together to provide effective solutions. Experience in selecting and applying Service Management principles, policies, and techniques in client operational environments. The ability to work under pressure and to deadlines, with a flexible and pragmatic approach. Experience of working in a matrix management environment. Awareness and understanding of ITSCM and Business Continuity and Disaster Recovery. Excellent verbal communication skills including presenting. Client Relationship Management - build effective relationships with client team at all levels. Understanding of SecDevOps function and agile development methodologies. Experience of the development of complex IT services including customer liaison management. Experience and knowledge of financial management, cost centre control and project planning and delivery. Experience of developing SLAs and operational procedures in a commercial environment. Good strategic planning and organisational skills. Excellent leadership and people management skills - good team builder and leader. It would be desirable if you had: Ability to grasp complex technical information quickly, assimilate and explain to non technical audiences. An understanding of Service integration and management (SIAM) management methodologies. Awareness of ITSM Tooling technologies and how they can be used and configured to best serve our customers. Key Qualifications: ITIL v3 / 4 certification Clearance Requirements: You will be required to gain UK SC (Security Clearance) for this role. To be eligible for this role you must have UK Citizenship and have been a resident in the UK for a minimum of 5 years. Benefits: Contributory Pension Scheme Private Medical Insurance 33 days Annual Leave (including public and privilege holidays) Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays, and a cycle to work scheme) Flexi Time Working Commitment to Diversity We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.
11/07/2026
Full time
Service Architect Location: Farnborough, with flexibility to work from home dependent on business demands Salary: £58,400 - £74,900 The Role The Service Architect is part of the Service Management team which provides consistent and efficient Service Design, Service Transition, Operational Service Delivery and Continual Service Improvement to Leidos customers. The primary objective of the Service Architect is to use the Leidos product set (StarTT, SecDevOps etc.) to design services that are user centric, cost effective, and fully integrated with the customer's service ecosystem. What will I be doing? The Service Architect will be responsible for varied deliverables across the programme. Bids & Proposal Producing Service Management responses for proposals and serving as the Service Lead on bids or as a deputy Service Architect. Delivering an overall service architecture that meets the needs of the customer and Leidos strategy. Working with the Project Lead to develop an implementation plan to deliver the service architecture in line with overall customer and programme timelines. Creation of a Basis of Estimate (BOE) to establish the level of effort for all operations and the effort to stand the service up from an SM perspective. Ensuring Service Management resources are underwritten with the Leidos Service Director. Creation and management of Service Management RAID logs. Working closely with the Solution Architect Lead Engineer and SMEs to ensure the technical solution and engineering BOEs support the service architecture principles. Translating customer requirements and contractual obligations into a Service solution. Providing thought leadership in relation to service architecture. Managing bid workload to a costed budget. Collaborating with Solution Leads, Programme, SME's, Capture, Sales and Bid teams. Performing peer reviews of Solution Overview, HLDs, Delivery plans etc. to ensure high quality proposals. Performing audits, standards compliance checks and due diligence as required. Upon contract award, responsible for the implementation of solutions and subsequent handover to the Service Delivery and Operations teams. Service Design All aspects of Service Design, creating Service Design Plans (SDPs) and using Service Delivery patterns and common sub processes to support solution development. Collaborating with Solution Architect and Chief Engineer to develop Service Management architecture. Collaborating with Programme or Project Management to lead on service elements of delivery to enable the transition of the service into live production. Identifying and managing service risks, dependencies and issues aligned to the Service Delivery Plan. Involvement in transitioning new services from Projects to Business as Usual through formal Service Transition processes and Service Readiness Review gates. Service Implementation Reporting into the role of the Service Delivery Manager to ensure the service model is fit for operational purpose, support and management. Liaising with Programme Management, Service Delivery, and customers to assure delivery of quality service products on time and to budget. Ensuring teams involved with delivery of the service have their processes and supporting artefacts. Supporting transformation of the customer organisation to an ITIL based model. Working closely with the Service Operations team to ensure implemented or changed services can deliver to target service levels and performance indicators. Continual Service Improvement (CSI) Championing Service Management and associated processes and procedures within the organisation, operating within ITIL frameworks and compliant with ISO20000. Identifying areas of improvement. Establishing CSI mechanisms for the life of the service. What does Leidos need from me? To be successful in this role you will have experience in designing full end to end service solutions in large scale enterprise environments, a good understanding of enterprise IT technology infrastructure components and business processes, and be highly experienced and qualified in service management frameworks (ITIL) and their practical implementation. You should have experience in large scale outsourcing bid responses, particularly government model contracts. The Service Architect must have: A detailed knowledge of Service Delivery concepts and techniques. A strong operational understanding of service supply chains. Experience of Service Design for major IT systems and services. Experience of supporting new business development activities and creating value propositions around our service portfolio. The ability to write coherent, concise, and readable technical documentation. Providing input to the pre sales process to facilitate submission of high quality achievable proposals. Strong stakeholder management and interpersonal skills, interfacing and presenting to director level. Experience of developing service based process and procedures in a commercial environment. Experience of driving through service improvement activities. Understanding of how technology, process, tools and people combine together to provide effective solutions. Experience in selecting and applying Service Management principles, policies, and techniques in client operational environments. The ability to work under pressure and to deadlines, with a flexible and pragmatic approach. Experience of working in a matrix management environment. Awareness and understanding of ITSCM and Business Continuity and Disaster Recovery. Excellent verbal communication skills including presenting. Client Relationship Management - build effective relationships with client team at all levels. Understanding of SecDevOps function and agile development methodologies. Experience of the development of complex IT services including customer liaison management. Experience and knowledge of financial management, cost centre control and project planning and delivery. Experience of developing SLAs and operational procedures in a commercial environment. Good strategic planning and organisational skills. Excellent leadership and people management skills - good team builder and leader. It would be desirable if you had: Ability to grasp complex technical information quickly, assimilate and explain to non technical audiences. An understanding of Service integration and management (SIAM) management methodologies. Awareness of ITSM Tooling technologies and how they can be used and configured to best serve our customers. Key Qualifications: ITIL v3 / 4 certification Clearance Requirements: You will be required to gain UK SC (Security Clearance) for this role. To be eligible for this role you must have UK Citizenship and have been a resident in the UK for a minimum of 5 years. Benefits: Contributory Pension Scheme Private Medical Insurance 33 days Annual Leave (including public and privilege holidays) Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays, and a cycle to work scheme) Flexi Time Working Commitment to Diversity We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.
We're currently looking to recruit a talented Desktop Support Technician to join our established, fast-paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first-time resolution. Role: IT Support Technician Location: Liverpool City Centre, on site Working hours: 37.5 hours per week, Monday to Friday, on a 3-week rolling rota between 8:00am and 9:00pm, working 1 in 8 Saturdays from 9:00am to 5:30pm Salary: up to £31,000 DOE What you will be doing To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first-time resolution with escalations to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient service Provide desk side and remote IT support to the business user base. Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLAs, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups Perform daily, weekly and monthly system check processes Troubleshooting and resolving network connectivity issues Administering Active Directory Monitor system and infrastructure availability and performance Managing VOIP and digital phone systems ensuring customers have the best possible journey Assist in the maintenance and distribution of software packages, manual and automated Perform actions necessary within all Security compliance processes Client device builds using automated solutions and patch management Monitor and manage web and email security filter rules within company guidelines Manage, perform, maintain and test backups/recovery Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions Adhering to change control best practice Maintain knowledge base Assist with application and product testing as required What we're looking for Minimum 1 year working in a support role within a managed IT service desk function Windows 10 and 11 operating systems Anti malware solution support Problem solving and troubleshooting skills Understanding of security principles and endpoint solutions Excellent written, communications and documentation skills Communicate with all levels of staff within the business and our external 3rd partners The ability to work under pressure and to tight deadlines Worked within an ITIL service management model or qualification Basic network knowledge CompTIA or other role appropriate qualifications would be beneficial Understanding of security, server, virtualisation and cloud solutions support Exposure to legal or insurance industry with familiarity of the software and toolsets utilised Why Join Us? Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning. We have a number of great case studies from around the business which are showcased on our LinkedIn and Acorn webpages Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry and community At The Acorn Group, we are currently on a journey to become a fully cloud based tech platform. We have a large tech team based in the Albert Dock and have recently transitioned into Product verticals, enabling our multiple products to work autonomously. Our team is passionate about innovation, excellence, and making a difference. We believe in fostering a collaborative and inclusive work environment where every team member can thrive. Grow with Acorn At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024. We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share: We run through walls for our customers and each other We challenge the status quo We succeed when we help those around us succeedWe decide quickly when the smart thing to do is use our judgement A maximum of 35 days' holiday (depending on role and tenure) including bank holidays, with additional buy/sell options 24/7 mental health support and free counseling available Grow with us: Through career fairs, leadership programs, and learning on the go Flexible benefits, including early access to salary via our internal platform Hybrid working options to support work life balance and individual needs Our Commitment to our colleagues These aren't just words - they're the principles we live by. And we're proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth: Mindful Employer - championing mental health and wellbeing Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities Menopause Friendly accredited - supporting every stage of life Armed Forces Covenant signatory - honouring those who serve Armed Forces Defence employer recognition scheme - supporting those who serve Great Places to Work 2024/25 - fostering an engaging and positive workplace culture Best Place to Work for Development - proud to be investing in people's future Best Place to Work for Women - breaking down barriers to women's career progression A Few Things to Know Before You Apply If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check. Visa Requirements Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post Study Work visa. At the moment, we're not able to offer visa sponsorship. We're Here to Support You We're committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process-or once you're part of the team-just let us know. Whether it's flexible hours, adapted equipment, or a bit of extra support, we'll work with you to make sure you can do your best work.
10/07/2026
Full time
We're currently looking to recruit a talented Desktop Support Technician to join our established, fast-paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first-time resolution. Role: IT Support Technician Location: Liverpool City Centre, on site Working hours: 37.5 hours per week, Monday to Friday, on a 3-week rolling rota between 8:00am and 9:00pm, working 1 in 8 Saturdays from 9:00am to 5:30pm Salary: up to £31,000 DOE What you will be doing To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first-time resolution with escalations to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient service Provide desk side and remote IT support to the business user base. Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLAs, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups Perform daily, weekly and monthly system check processes Troubleshooting and resolving network connectivity issues Administering Active Directory Monitor system and infrastructure availability and performance Managing VOIP and digital phone systems ensuring customers have the best possible journey Assist in the maintenance and distribution of software packages, manual and automated Perform actions necessary within all Security compliance processes Client device builds using automated solutions and patch management Monitor and manage web and email security filter rules within company guidelines Manage, perform, maintain and test backups/recovery Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions Adhering to change control best practice Maintain knowledge base Assist with application and product testing as required What we're looking for Minimum 1 year working in a support role within a managed IT service desk function Windows 10 and 11 operating systems Anti malware solution support Problem solving and troubleshooting skills Understanding of security principles and endpoint solutions Excellent written, communications and documentation skills Communicate with all levels of staff within the business and our external 3rd partners The ability to work under pressure and to tight deadlines Worked within an ITIL service management model or qualification Basic network knowledge CompTIA or other role appropriate qualifications would be beneficial Understanding of security, server, virtualisation and cloud solutions support Exposure to legal or insurance industry with familiarity of the software and toolsets utilised Why Join Us? Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning. We have a number of great case studies from around the business which are showcased on our LinkedIn and Acorn webpages Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry and community At The Acorn Group, we are currently on a journey to become a fully cloud based tech platform. We have a large tech team based in the Albert Dock and have recently transitioned into Product verticals, enabling our multiple products to work autonomously. Our team is passionate about innovation, excellence, and making a difference. We believe in fostering a collaborative and inclusive work environment where every team member can thrive. Grow with Acorn At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024. We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share: We run through walls for our customers and each other We challenge the status quo We succeed when we help those around us succeedWe decide quickly when the smart thing to do is use our judgement A maximum of 35 days' holiday (depending on role and tenure) including bank holidays, with additional buy/sell options 24/7 mental health support and free counseling available Grow with us: Through career fairs, leadership programs, and learning on the go Flexible benefits, including early access to salary via our internal platform Hybrid working options to support work life balance and individual needs Our Commitment to our colleagues These aren't just words - they're the principles we live by. And we're proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth: Mindful Employer - championing mental health and wellbeing Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities Menopause Friendly accredited - supporting every stage of life Armed Forces Covenant signatory - honouring those who serve Armed Forces Defence employer recognition scheme - supporting those who serve Great Places to Work 2024/25 - fostering an engaging and positive workplace culture Best Place to Work for Development - proud to be investing in people's future Best Place to Work for Women - breaking down barriers to women's career progression A Few Things to Know Before You Apply If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check. Visa Requirements Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post Study Work visa. At the moment, we're not able to offer visa sponsorship. We're Here to Support You We're committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process-or once you're part of the team-just let us know. Whether it's flexible hours, adapted equipment, or a bit of extra support, we'll work with you to make sure you can do your best work.
Job Description: Location: Farnborough, Hampshire, UK Employment Type: Permanent, Full-Time Security Clearance: Developed Vetting (DV) - Essential DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders. At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology. Job Description Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Reporting Line Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts Key Responsibilities Service Delivery & SLA Management Own end to end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes Manage incident escalation processes to minimise business impact and ensure timely resolution Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans Ensure accurate and timely production of daily, weekly, and monthly operational reports Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities Oversee vendor and third party supplier relationships relevant to Service Desk tooling and services Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function ITIL Best Practice Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents Ensure effective Change Enablement awareness within the team to minimise change related incidents Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR) Customer Experience Champion a customer first culture across the Service Desk team, embedding customer experience into every interaction Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights Ensure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk up Build and maintain strong relationships with key business stakeholders through regular engagement Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes Design and implement customer journey mapping to identify pain points and optimise the support experience Develop and maintain a communication strategy for planned outages, service changes, and major incidents Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback Continual Service Improvement (CSI) Identify, propose, and implement service improvements through data driven analysis and trend identification Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits Leverage automation, AI, and self service opportunities to improve efficiency and user experience Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks) Lead regular improvement workshops with the team to generate ideas and foster innovation Implement shift left strategies to empower Level 1 resolution and reduce unnecessary escalations Track and report on improvement initiative ROI and business value delivered People Management & Development Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically + staff) Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations Conduct regular 1:1s, performance reviews, and personal development planning Foster a positive, high performance team culture with clear accountability and recognition Identify training needs and ensure the team maintains relevant technical and ITIL certifications Manage recruitment, onboarding, and retention strategies to minimise attrition Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes Promote diversity, inclusion, and wellbeing within the team Manage absence, performance issues, and disciplinary matters in line with HR policies Technology & Tooling Oversee the effective use and configuration of ITSM platforms Drive adoption of self service portals, knowledge bases, and virtual agent/chatbot technologies Identify and implement automation opportunities (e.g., password resets, ticket routing, auto categorisation) Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting Collaborate with IT teams on tool enhancements, integrations, and upgrades Evaluate emerging technologies and make recommendations for adoption
10/07/2026
Full time
Job Description: Location: Farnborough, Hampshire, UK Employment Type: Permanent, Full-Time Security Clearance: Developed Vetting (DV) - Essential DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders. At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology. Job Description Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Reporting Line Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts Key Responsibilities Service Delivery & SLA Management Own end to end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes Manage incident escalation processes to minimise business impact and ensure timely resolution Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans Ensure accurate and timely production of daily, weekly, and monthly operational reports Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities Oversee vendor and third party supplier relationships relevant to Service Desk tooling and services Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function ITIL Best Practice Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents Ensure effective Change Enablement awareness within the team to minimise change related incidents Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR) Customer Experience Champion a customer first culture across the Service Desk team, embedding customer experience into every interaction Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights Ensure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk up Build and maintain strong relationships with key business stakeholders through regular engagement Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes Design and implement customer journey mapping to identify pain points and optimise the support experience Develop and maintain a communication strategy for planned outages, service changes, and major incidents Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback Continual Service Improvement (CSI) Identify, propose, and implement service improvements through data driven analysis and trend identification Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits Leverage automation, AI, and self service opportunities to improve efficiency and user experience Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks) Lead regular improvement workshops with the team to generate ideas and foster innovation Implement shift left strategies to empower Level 1 resolution and reduce unnecessary escalations Track and report on improvement initiative ROI and business value delivered People Management & Development Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically + staff) Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations Conduct regular 1:1s, performance reviews, and personal development planning Foster a positive, high performance team culture with clear accountability and recognition Identify training needs and ensure the team maintains relevant technical and ITIL certifications Manage recruitment, onboarding, and retention strategies to minimise attrition Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes Promote diversity, inclusion, and wellbeing within the team Manage absence, performance issues, and disciplinary matters in line with HR policies Technology & Tooling Oversee the effective use and configuration of ITSM platforms Drive adoption of self service portals, knowledge bases, and virtual agent/chatbot technologies Identify and implement automation opportunities (e.g., password resets, ticket routing, auto categorisation) Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting Collaborate with IT teams on tool enhancements, integrations, and upgrades Evaluate emerging technologies and make recommendations for adoption
Red Snapper Recruitment Limited
Stanley, County Durham
RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience. ICT Service Operations Manager Location: Gosforth OR Stanley (Hybrid Working) Salary: 62,546 per annum Contract: Permanent, Full Time (37 hours per week) Gosforth OR Stanley (Hybrid Working as standard 3-4 days in office - must be flexible to work in the office 5 days per week if needed) Lead the Future of ICT Service Delivery Are you an experienced ICT leader with a passion for delivering high-performing, secure, and customer-focused technology services? We're looking for an ICT Service Operations Manager to lead a talented technical team responsible for delivering exceptional ICT services across a complex organisation. This is an exciting opportunity to play a key role in shaping digital services, driving operational excellence, and supporting major technology transformation programmes. If you're an experienced leader with expertise across service operations, cloud infrastructure, cyber security, and IT service management, we'd love to hear from you. The Role Reporting to the Head of ICT & Digital Services, you'll provide strategic and operational leadership across Service Desk, Infrastructure, Cloud Services, End User Computing, and Cyber Security. You'll lead multidisciplinary technical teams, ensuring services remain secure, reliable, resilient, and continuously improving while supporting both day-to-day operations and future digital transformation initiatives. Key Responsibilities Lead Service Desk, Infrastructure, Cloud, End User Computing and Cyber Security teams. Drive the delivery of high-quality ICT services across 1st, 2nd and 3rd line support. Embed ITIL best practice across Incident, Problem, Change and Continual Service Improvement. Manage cloud infrastructure, cyber security platforms and operational technology services. Lead and mentor technical managers and develop high-performing teams. Work closely with development teams to improve service transition and operational readiness. Make key technical and operational decisions to support successful project delivery. Manage third-party suppliers and service providers to achieve agreed service levels. Develop and monitor SLAs, KPIs and service reporting for senior leadership. Support business continuity, disaster recovery planning and operational resilience. Contribute to ICT strategy, digital transformation and continuous improvement initiatives. About You You'll be an experienced ICT operations leader who enjoys building strong teams and delivering excellent customer-focused services. Essential Experience Significant experience managing ICT Service Operations within a complex environment. Proven leadership of Service Desk, Infrastructure, Cloud and Security teams. Strong experience managing Microsoft Azure cloud environments and enterprise infrastructure. Excellentoperationalcyber security knowledge including: Security monitoring Incident response Vulnerability management Endpoint protection Experience managing enterprise networking, end user computing and modern workplace technologies. Strong supplier and contract management experience. Experience delivering ITIL-based service management and continual service improvement. Experience developing service reporting, KPIs and operational performance frameworks. Experience leading multidisciplinary technical teams through change and transformation. Qualifications Relevant ICT qualification or equivalent professional experience. ITIL v4 Foundation (minimum requirement). Higher-level ITIL certifications are desirable. Full UK driving licence (desirable). What You'll Bring You'll be someone who can: Inspire and develop high-performing technical teams. Build strong relationships with stakeholders across the organisation. Think strategically while remaining operationally focused. Balance service delivery, security and innovation. Analyse complex technical and business information to make informed decisions. Champion continuous improvement and modern ways of working. Communicate confidently with both technical and non-technical audiences. What's on Offer? In addition to a competitive salary, you'll benefit from: 62,546 annual salary 26 days annual leave, increasing to 31 days with service Birthday leave Occupational pension scheme Health cash plan Flexible benefits package Funding for professional qualifications, conferences and learning opportunities Opportunity to play a leading role in an ambitious digital transformation programme Regular office attendance and travel between regional sites will be required, so applicants should live within reasonable commuting distance. Apply Today If you're an experienced ICT leader looking for your next challenge and want to shape the future of technology services within a forward-thinking organisation, we'd love to hear from you. Apply now to be considered. Closing Date: 26 July 2026 Please note: Applications may close early if sufficient high-quality applications are received. Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful. If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a "Refer A Friend" bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed! Red Snapper Recruitment is a member of the Red Snapper Group. The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates. The Red Snapper Recruitment Group is an equal opportunities employer.
08/07/2026
Full time
RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience. ICT Service Operations Manager Location: Gosforth OR Stanley (Hybrid Working) Salary: 62,546 per annum Contract: Permanent, Full Time (37 hours per week) Gosforth OR Stanley (Hybrid Working as standard 3-4 days in office - must be flexible to work in the office 5 days per week if needed) Lead the Future of ICT Service Delivery Are you an experienced ICT leader with a passion for delivering high-performing, secure, and customer-focused technology services? We're looking for an ICT Service Operations Manager to lead a talented technical team responsible for delivering exceptional ICT services across a complex organisation. This is an exciting opportunity to play a key role in shaping digital services, driving operational excellence, and supporting major technology transformation programmes. If you're an experienced leader with expertise across service operations, cloud infrastructure, cyber security, and IT service management, we'd love to hear from you. The Role Reporting to the Head of ICT & Digital Services, you'll provide strategic and operational leadership across Service Desk, Infrastructure, Cloud Services, End User Computing, and Cyber Security. You'll lead multidisciplinary technical teams, ensuring services remain secure, reliable, resilient, and continuously improving while supporting both day-to-day operations and future digital transformation initiatives. Key Responsibilities Lead Service Desk, Infrastructure, Cloud, End User Computing and Cyber Security teams. Drive the delivery of high-quality ICT services across 1st, 2nd and 3rd line support. Embed ITIL best practice across Incident, Problem, Change and Continual Service Improvement. Manage cloud infrastructure, cyber security platforms and operational technology services. Lead and mentor technical managers and develop high-performing teams. Work closely with development teams to improve service transition and operational readiness. Make key technical and operational decisions to support successful project delivery. Manage third-party suppliers and service providers to achieve agreed service levels. Develop and monitor SLAs, KPIs and service reporting for senior leadership. Support business continuity, disaster recovery planning and operational resilience. Contribute to ICT strategy, digital transformation and continuous improvement initiatives. About You You'll be an experienced ICT operations leader who enjoys building strong teams and delivering excellent customer-focused services. Essential Experience Significant experience managing ICT Service Operations within a complex environment. Proven leadership of Service Desk, Infrastructure, Cloud and Security teams. Strong experience managing Microsoft Azure cloud environments and enterprise infrastructure. Excellentoperationalcyber security knowledge including: Security monitoring Incident response Vulnerability management Endpoint protection Experience managing enterprise networking, end user computing and modern workplace technologies. Strong supplier and contract management experience. Experience delivering ITIL-based service management and continual service improvement. Experience developing service reporting, KPIs and operational performance frameworks. Experience leading multidisciplinary technical teams through change and transformation. Qualifications Relevant ICT qualification or equivalent professional experience. ITIL v4 Foundation (minimum requirement). Higher-level ITIL certifications are desirable. Full UK driving licence (desirable). What You'll Bring You'll be someone who can: Inspire and develop high-performing technical teams. Build strong relationships with stakeholders across the organisation. Think strategically while remaining operationally focused. Balance service delivery, security and innovation. Analyse complex technical and business information to make informed decisions. Champion continuous improvement and modern ways of working. Communicate confidently with both technical and non-technical audiences. What's on Offer? In addition to a competitive salary, you'll benefit from: 62,546 annual salary 26 days annual leave, increasing to 31 days with service Birthday leave Occupational pension scheme Health cash plan Flexible benefits package Funding for professional qualifications, conferences and learning opportunities Opportunity to play a leading role in an ambitious digital transformation programme Regular office attendance and travel between regional sites will be required, so applicants should live within reasonable commuting distance. Apply Today If you're an experienced ICT leader looking for your next challenge and want to shape the future of technology services within a forward-thinking organisation, we'd love to hear from you. Apply now to be considered. Closing Date: 26 July 2026 Please note: Applications may close early if sufficient high-quality applications are received. Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful. If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a "Refer A Friend" bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed! Red Snapper Recruitment is a member of the Red Snapper Group. The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates. The Red Snapper Recruitment Group is an equal opportunities employer.
Service Delivery Manager Location: Ringwood, Hampshire + Hybrid home working (non-contractual) Salary: £50,000 £55,000 + Benefits + Company Profit Share Hours: 37.5 hours per week The Role As a key member of the management team and joint head of the Support Department, you will provide strong leadership, coaching, and direction to develop a high-performing team capable of delivering outstanding customer service. You will play a pivotal role in shaping service delivery strategy, strengthening client relationships, driving continuous improvement initiatives, and ensuring our services remain efficient, reliable, and aligned to both customer expectations and business objectives. As Service Delivery Manager, you will be responsible for the day-to-day leadership and performance of our Service Desk function, overseeing 1st Line, 2nd Line, and Service Management teams. You will ensure service excellence by driving the achievement of contractual KPIs, managing customer escalations, producing insightful service reporting, and maintaining high standards of operational performance across the support function. Duties Include: Ensure contractual KPIs, SLAs and compliance targets are consistently achieved. Build strong working relationships with Heads of Department to support business objectives and service delivery. Develop and deliver the Service Management Plan in line with organisational goals. Drive a culture of continuous improvement, accountability and service excellence. Manage resources effectively to deliver high-quality services within budget. Maintain and oversee key elements of the Service Management System (SMS). Maintain and develop the service catalogue to meet customer requirements. Identify service trends, risks and opportunities for improvement through data analysis. Lead major incident response and recovery activities. Ensure compliance with relevant regulations, standards and internal processes. Gather and act on customer feedback to enhance service quality. Monitor, review and improve service management processes and performance. Skills and Experience: Proven leadership experience within an IT Service Delivery or Managed Services environment. Strong knowledge of service management frameworks and best practices, including ITIL. Experience working with ISO / IEC 20000 service management standards. Excellent people management, coaching and team development skills. Experience of working within a Managed Service Provider. Strong stakeholder management and relationship-building abilities. Experience managing KPIs, SLAs and service performance reporting. Ability to analyse data and drive continual service improvements. Strong problem-solving and decision-making capabilities. Experience managing major incidents and customer escalations. Excellent organisational, communication and planning skills. Commercial awareness with experience managing budgets and resources. A proactive, customer-focused approach with a commitment to service excellence. The role is subject to a standard clear DBS being received. The Package: Company Profit Share (first £3,600 is tax free) 22 days annual leave plus bank holidays, increasing with length of service Birthday as additional paid leave Additional paid leave (dependent on company performance) Company sick pay policy Pension Scheme Private Medical Insurance including dental Free Parking Hybrid Working Progression opportunities Fresh fruit, the occasional pizza and a posh coffee machine! Trusted Technology Partnership Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, software development and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.
08/07/2026
Full time
Service Delivery Manager Location: Ringwood, Hampshire + Hybrid home working (non-contractual) Salary: £50,000 £55,000 + Benefits + Company Profit Share Hours: 37.5 hours per week The Role As a key member of the management team and joint head of the Support Department, you will provide strong leadership, coaching, and direction to develop a high-performing team capable of delivering outstanding customer service. You will play a pivotal role in shaping service delivery strategy, strengthening client relationships, driving continuous improvement initiatives, and ensuring our services remain efficient, reliable, and aligned to both customer expectations and business objectives. As Service Delivery Manager, you will be responsible for the day-to-day leadership and performance of our Service Desk function, overseeing 1st Line, 2nd Line, and Service Management teams. You will ensure service excellence by driving the achievement of contractual KPIs, managing customer escalations, producing insightful service reporting, and maintaining high standards of operational performance across the support function. Duties Include: Ensure contractual KPIs, SLAs and compliance targets are consistently achieved. Build strong working relationships with Heads of Department to support business objectives and service delivery. Develop and deliver the Service Management Plan in line with organisational goals. Drive a culture of continuous improvement, accountability and service excellence. Manage resources effectively to deliver high-quality services within budget. Maintain and oversee key elements of the Service Management System (SMS). Maintain and develop the service catalogue to meet customer requirements. Identify service trends, risks and opportunities for improvement through data analysis. Lead major incident response and recovery activities. Ensure compliance with relevant regulations, standards and internal processes. Gather and act on customer feedback to enhance service quality. Monitor, review and improve service management processes and performance. Skills and Experience: Proven leadership experience within an IT Service Delivery or Managed Services environment. Strong knowledge of service management frameworks and best practices, including ITIL. Experience working with ISO / IEC 20000 service management standards. Excellent people management, coaching and team development skills. Experience of working within a Managed Service Provider. Strong stakeholder management and relationship-building abilities. Experience managing KPIs, SLAs and service performance reporting. Ability to analyse data and drive continual service improvements. Strong problem-solving and decision-making capabilities. Experience managing major incidents and customer escalations. Excellent organisational, communication and planning skills. Commercial awareness with experience managing budgets and resources. A proactive, customer-focused approach with a commitment to service excellence. The role is subject to a standard clear DBS being received. The Package: Company Profit Share (first £3,600 is tax free) 22 days annual leave plus bank holidays, increasing with length of service Birthday as additional paid leave Additional paid leave (dependent on company performance) Company sick pay policy Pension Scheme Private Medical Insurance including dental Free Parking Hybrid Working Progression opportunities Fresh fruit, the occasional pizza and a posh coffee machine! Trusted Technology Partnership Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, software development and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.
Incident and Problem Management Team Leader Location: Manchester Salary: £47k + Benefits Working pattern: Hybrid We are looking for an experienced Incident and Problem Management Team Leader to join a large public sector IT function. You will lead the Incident and Problem Management team, manage major incidents, drive root cause analysis and reduce repeat issues across business critical IT services. Key responsibilities • Lead Incident Managers and Problem Managers • Manage complex incidents and major incidents through to resolution • Lead RCA, PIRs and problem resolution activity • Work with internal teams, suppliers and managed service providers • Report on KPIs, SLAs and service performance • Drive continual service improvement • Support service continuity and disaster recovery planning Key experience required • Strong Incident, Problem and Major Incident Management experience • Team leadership experience in a high pressure IT support environment • Strong ITIL service management knowledge • Experience working with third party suppliers • Good reporting and stakeholder management skills • Experience in a large or complex organisation ITIL V4, SIAM, ServiceNow and public sector or regulated sector experience would be useful. Applicants must be willing to join an on call rota and complete appropriate vetting.
08/07/2026
Full time
Incident and Problem Management Team Leader Location: Manchester Salary: £47k + Benefits Working pattern: Hybrid We are looking for an experienced Incident and Problem Management Team Leader to join a large public sector IT function. You will lead the Incident and Problem Management team, manage major incidents, drive root cause analysis and reduce repeat issues across business critical IT services. Key responsibilities • Lead Incident Managers and Problem Managers • Manage complex incidents and major incidents through to resolution • Lead RCA, PIRs and problem resolution activity • Work with internal teams, suppliers and managed service providers • Report on KPIs, SLAs and service performance • Drive continual service improvement • Support service continuity and disaster recovery planning Key experience required • Strong Incident, Problem and Major Incident Management experience • Team leadership experience in a high pressure IT support environment • Strong ITIL service management knowledge • Experience working with third party suppliers • Good reporting and stakeholder management skills • Experience in a large or complex organisation ITIL V4, SIAM, ServiceNow and public sector or regulated sector experience would be useful. Applicants must be willing to join an on call rota and complete appropriate vetting.
We're currently looking to recruit a talented Desktop Support Technician to join our established, fast paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first time resolution. Role IT Desktop Support Technician Working hours 37.5 hours per week, Monday to Friday, on a 3 week rolling rota between 8:00 am and 9:00 pm, working 1 in 8 Saturdays from 9:00 am to 5:30 pm. What you will be doing Serve as the first point of contact for all IT issues, security incidents and requests, aiming for first time resolution and escalating to resolver groups as required; manage tickets, maintain SLAs, meet KPIs, and ensure users receive effective and efficient service. Provide deskside and remote IT support to the business user base. Manage service & security incidents within a service desk ticketing solution, adhering to SLA's and KPI requirements and fulfilling the escalation process to third line infrastructure, application support and third party support resolver groups. Perform daily, weekly and monthly system check processes. Troubleshoot and resolve network connectivity issues. Administer Active Directory. Monitor system and infrastructure availability and performance. Manage VOIP and digital phone systems to ensure customers have the best possible journey. Assist in the maintenance and distribution of software packages, both manual and automated. Perform actions necessary within all security compliance processes. Build client devices using automated solutions and patch management. Monitor and manage web and email security filter rules within company guidelines. Manage, perform, maintain and test backups/recovery. Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions. Adhere to change control best practice. Maintain a knowledge base. Assist with application and product testing as required. What we're looking for Minimum 1 year working in a support role within a managed IT service desk function. Experience with Windows 10 and 11 operating systems. Anti malware solution support. Problem solving and troubleshooting skills. Understanding of security principles and endpoint solutions. Excellent written, communication and documentation skills. Ability to communicate with all levels of staff within the business and external third party partners. Capability to work under pressure and to tight deadlines. Experience within an ITIL service management model or qualification. Basic network knowledge. CompTIA or other role appropriate qualifications would be beneficial. Understanding of security, server, virtualisation and cloud solutions support. Exposure to the legal or insurance industry with familiarity of the software and toolsets utilised. Why Join Us Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported. Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning. Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued. Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry. A Few Things to Know Before You Apply Visa Requirements: Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post Study Work visa. At the moment, we're not able to offer visa sponsorship. Employment Checks: If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.
07/07/2026
Full time
We're currently looking to recruit a talented Desktop Support Technician to join our established, fast paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first time resolution. Role IT Desktop Support Technician Working hours 37.5 hours per week, Monday to Friday, on a 3 week rolling rota between 8:00 am and 9:00 pm, working 1 in 8 Saturdays from 9:00 am to 5:30 pm. What you will be doing Serve as the first point of contact for all IT issues, security incidents and requests, aiming for first time resolution and escalating to resolver groups as required; manage tickets, maintain SLAs, meet KPIs, and ensure users receive effective and efficient service. Provide deskside and remote IT support to the business user base. Manage service & security incidents within a service desk ticketing solution, adhering to SLA's and KPI requirements and fulfilling the escalation process to third line infrastructure, application support and third party support resolver groups. Perform daily, weekly and monthly system check processes. Troubleshoot and resolve network connectivity issues. Administer Active Directory. Monitor system and infrastructure availability and performance. Manage VOIP and digital phone systems to ensure customers have the best possible journey. Assist in the maintenance and distribution of software packages, both manual and automated. Perform actions necessary within all security compliance processes. Build client devices using automated solutions and patch management. Monitor and manage web and email security filter rules within company guidelines. Manage, perform, maintain and test backups/recovery. Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions. Adhere to change control best practice. Maintain a knowledge base. Assist with application and product testing as required. What we're looking for Minimum 1 year working in a support role within a managed IT service desk function. Experience with Windows 10 and 11 operating systems. Anti malware solution support. Problem solving and troubleshooting skills. Understanding of security principles and endpoint solutions. Excellent written, communication and documentation skills. Ability to communicate with all levels of staff within the business and external third party partners. Capability to work under pressure and to tight deadlines. Experience within an ITIL service management model or qualification. Basic network knowledge. CompTIA or other role appropriate qualifications would be beneficial. Understanding of security, server, virtualisation and cloud solutions support. Exposure to the legal or insurance industry with familiarity of the software and toolsets utilised. Why Join Us Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported. Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning. Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued. Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry. A Few Things to Know Before You Apply Visa Requirements: Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post Study Work visa. At the moment, we're not able to offer visa sponsorship. Employment Checks: If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.
MDA IT Service Desk Manager Location: Portsmouth Clearance: SC (or must be able to obtain) Contract: Fixed-term permanent until 30/04/2028 (potential for extension past this) We are seeking an IT Service Desk Manager to support the delivery, coordination, and improvement of IT services across a secure MoD Private Cloud environment. This role is ideal for an experienced Service Manager looking to step into a broader service-management position aligned to ITIL 4, ISO 20000, at a minimum SFIA Level 4. You will be responsible for supporting day-to-day service operations, maintaining service reporting, coordinating incidents and changes, and improving service processes using Atlassian tools (Jira Service Management, Confluence, Jira Assets). What you'll do Support effective delivery of ITIL 4 practices including Incident, Request, Problem, Change, and Service Desk. Monitor technology services performance. Maintain accurate and timely service reporting, KPIs, dashboards, and performance insights. Maintain knowledge bases, SOPs and service documentation in Confluence. Support service improvements, value-stream optimisation and ISO 20000 compliance activities. Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules. Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through to Maturity and Capability Level 5. Maintain risk and issue registers, ensuring robust disaster recovery (DR) and business continuity (BC) arrangements. Assist with Major Incident coordination and service-restoration activities. Contribute to governance and compliance across cyber security, data protection, and information assurance domains. Lead, develop, and mentor IT service and support staff to maintain performance and capability. What you'll bring ITIL 4 Foundation (minimum), ITIL 4 Managing Professional is preferred. Experience working in a Service Operations or ITSM environment. Experience of Jira Service Management and Confluence. Experience of delivering processes at ISO/IEC 20000 standards. Strong communication, stakeholder engagement, and analytical skills. Person Specification (Essential & Desirable Criteria) Essential Criteria ITIL 4 Foundation certified Experience supporting or delivering ITIL 4 processes Working experience with Jira Service Management and Confluence Strong understanding of service operations principles Ability to interpret SLAs, analyse data and produce reporting packs Excellent verbal and written communication Eligibility and willingness to undergo SC and DV clearanceExperience working with multiple resolver groups or suppliers Desirable Criteria ITIL 4 Managing Professional ISO/IEC 20000 Foundation or audit exposure Experience in MoD, Defence Digital, or other secure UK Gov environments Knowledge of JSPs or public-sector governance frameworks Problem Management / RCA experience Exposure to Jira Assets / CMDB Understanding of XLAs, user-experience metrics Experience with service improvement initiatives Knowledge of automation (Jira Automation) This is an excellent opportunity to lead and develop a Service Management function, on the journey to achieving ITIL4 Maturity and Capability Level 5 within a high-impact operational environment.
07/07/2026
Full time
MDA IT Service Desk Manager Location: Portsmouth Clearance: SC (or must be able to obtain) Contract: Fixed-term permanent until 30/04/2028 (potential for extension past this) We are seeking an IT Service Desk Manager to support the delivery, coordination, and improvement of IT services across a secure MoD Private Cloud environment. This role is ideal for an experienced Service Manager looking to step into a broader service-management position aligned to ITIL 4, ISO 20000, at a minimum SFIA Level 4. You will be responsible for supporting day-to-day service operations, maintaining service reporting, coordinating incidents and changes, and improving service processes using Atlassian tools (Jira Service Management, Confluence, Jira Assets). What you'll do Support effective delivery of ITIL 4 practices including Incident, Request, Problem, Change, and Service Desk. Monitor technology services performance. Maintain accurate and timely service reporting, KPIs, dashboards, and performance insights. Maintain knowledge bases, SOPs and service documentation in Confluence. Support service improvements, value-stream optimisation and ISO 20000 compliance activities. Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules. Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through to Maturity and Capability Level 5. Maintain risk and issue registers, ensuring robust disaster recovery (DR) and business continuity (BC) arrangements. Assist with Major Incident coordination and service-restoration activities. Contribute to governance and compliance across cyber security, data protection, and information assurance domains. Lead, develop, and mentor IT service and support staff to maintain performance and capability. What you'll bring ITIL 4 Foundation (minimum), ITIL 4 Managing Professional is preferred. Experience working in a Service Operations or ITSM environment. Experience of Jira Service Management and Confluence. Experience of delivering processes at ISO/IEC 20000 standards. Strong communication, stakeholder engagement, and analytical skills. Person Specification (Essential & Desirable Criteria) Essential Criteria ITIL 4 Foundation certified Experience supporting or delivering ITIL 4 processes Working experience with Jira Service Management and Confluence Strong understanding of service operations principles Ability to interpret SLAs, analyse data and produce reporting packs Excellent verbal and written communication Eligibility and willingness to undergo SC and DV clearanceExperience working with multiple resolver groups or suppliers Desirable Criteria ITIL 4 Managing Professional ISO/IEC 20000 Foundation or audit exposure Experience in MoD, Defence Digital, or other secure UK Gov environments Knowledge of JSPs or public-sector governance frameworks Problem Management / RCA experience Exposure to Jira Assets / CMDB Understanding of XLAs, user-experience metrics Experience with service improvement initiatives Knowledge of automation (Jira Automation) This is an excellent opportunity to lead and develop a Service Management function, on the journey to achieving ITIL4 Maturity and Capability Level 5 within a high-impact operational environment.
