IT Operations Manager

Do you have the technical expertise and customer service skills to deliver outstanding IT support services for a world leading organisation?

The Competition and Markets Authority (CMA) is one of the world’s top competition and consumer agencies. The CMA is looking for an IT Operations Manager who will deliver outstanding IT Services by embedding ITIL and equivalent service management processes and procedures within Business Services Teams, applying them in a multi-cloud and mixed supply side environment.

About the CMA

We help people, businesses, and the UK economy by promoting competitive markets and tackling unfair behaviour. Our work is wide ranging, ambitious and often new and challenging.

You can read more about working at the CMA in our candidate pack

This role is to oversee the day-to-day service provided by the ICT Service Management team and ensure that an efficient, high quality IT service request, incident management, asset management, problem resolution, desktop support services are provided to CMA’s 1000 users across HQ and all our branch offices.

The role holder will be responsible for implementing and managing the ITIL processes for service operations management and service improvement. This post reports to the Business Solutions Lead who is responsible for delivery of all IT services and projects.

It is essential that you can provide evidence and examples for each of the following selection criteria in your application. If you do not meet the lead selection criteria in your application, the panel will not be required to score your application against the remaining essential criteria of the role.

Essential:

• Successful candidates should hold ITIL Expert Qualification OR be working towards it, ideally holding ITIL Intermediate qualifications in the Service Operations, Service Improvement and OSA modules (lead criteria)
• Strong user support experience / customer service focus and understanding of IT Asset and Supplier management (lead criteria)
• Proficient level of experience with CAB/Change management procedures and acceptance into service and practices
• Demonstrable experience in overseeing a service desk effectively managing, developing, coaching a team of Service Desk Analysts
• Experience of providing management reports and performance improvement initiatives
• Proven working knowledge of Service management tool sets including those used in the Cloud / SaaS and O365 expertise.

We’ll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Developing Self and Others
• Making Effective Decisions
• Delivering at Pace
• Communicating and Influencing