IT Service & Operations Lead

Job Description

Job Overview

We are looking for an experienced IT Service & Operations Lead, to deliver excellent IT support services to MPD’s internal users. Enabling colleagues to complete their roles effectively. Take responsibility for delivering effective incident and problem management by leading the IT Service Desk and Support Engineering teams.

Enabling service resilience by promoting customer focus, teamwork, and effective knowledge & information management. You will oversee both technical and service issues, ensuring that support services are designed, planned, and implemented to fit the business stakeholder requirements, and necessary skills & knowledge are developed and shared by team members.

Working hours: 8.00am – 5.30pm – Monday to Friday
(Role requires out of hours work and potential travel)

Key Responsibilities

Leadership:

• Effectively lead IT Service Support teams to meet the needs of MPD stakeholders – providing end user systems and hardware support.
• Responsible for IT Service Desk and Support engineers’ day-to-day management, resource planning and work allocation to meet agreed service levels.

Proactive IT Service Management:

• Process owner of the Incident, Problem, Change and Knowledge Management processes, ensuring that these processes are executed efficiently and effectively across MPD and that the impact on the business is minimised.
• You will take charge of all Incidents and Service Requests, working closely with third-party teams, and pushing the boundaries to resolve issues swiftly.
• Major Incident management, taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Monitor system performance and implement necessary optimisations to ensure reliable and efficient IT operations.

Collaboration & Communication:

• You’ll be a bridge between our IT Service Desk & Support engineers and internal teams, ensuring seamless communication and delivering customer-focused solutions.
• Collaborate effectively with MPD-IT and cross-functional teams to ensure seamless coordination and successful delivery of development projects.
• Communicate updates, challenges, etc to senior management and business stakeholders in a clear and concise manner.

Technical Proficiency & Expertise:

• Possess a deep understanding of enterprise level systems and hardware provision.
• Your technical competences include good knowledge and experience in supporting Modern Workplace technologies, hardware and applications like Microsoft Office 365 and Azure AD.
• Ensure the availability and performance of our ERP system and other critical business systems.

Business Relationship & Vendor Management:

• Excellent influencing and consultative skills with the ability to partner with and engage at multiple levels within Motor Parts Direct and vendor organizations.
• Work closely with outsourced Engineering and Operations teams in daily system health checks, incident discussions, and planned changes.

Security & Compliance:

• Ability to develop and implement IT and Cyber security processes and maintains compliance against standards and regulations.
• Work with the Head of IT to review security policies and procedures and ensure that systems adhere to internal and external compliance requirements.

QUALIFICATIONS, SKILLS & ABILITY

Experience:

• 5 years+ experience within Service Delivery leadership and supporting technical teams.
• Proven experience within an IT Service Delivery Management position.
• Proven ability to manage and improve IT operations and service management processes.
• Proven experience of technical project delivery and major incident management.

Technical Skills:

• ITIL certified or equivalent, deep understanding of ITIL best practices with hands-on expertise in incident, problem, and change management within a high-growth setting.
• Good knowledge and experience of Modern Workplace technologies and applications like Office 365 Suite Intune, Active Directory and 365 Administration
• Knowledge of IT security practices, including data protection and compliance standards.

Soft Skills:

• Excellent troubleshooting and problem-solving abilities.
• Strong communication skills both verbal and written communication skills to technical, non-technical and senior leadership audience.
• Ability to manage multiple tasks and projects, prioritising work in a fast-paced environment.

Job Type: Full-time

Benefits:

• Company pension
• Employee discount
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Application question(s):

• In 1-2 sentences, please describe how your previous experience is relevant to this role? Why are you a good fit for this job?

Work Location: In person