Senior Service Operations Manager

Job Type:
Contract Duration:
Scotland, Glasgow
£43,650 to £64,000 per annum
Salary Description:
Excellent benefits
Job Ref:

Senior Service Operations Manager

Division and Directorate Delivery – DDaT (Digital Data & Technology)

Location Glasgow - Permanent

Our client is building a Digital, Data and Technology (DDaT) driven organisation and will lead industry by showcasing best practice when dealing with data, digital and technology in the sector. Our more modern, insight-driven, innovative approach to DDaT will provide outstanding experiences at the right cost, quality and pace for the whole of the organisation.

Leading a small direct team and influencing individuals and teams you will be responsible for shaping strategy and the subsequent technical delivery in order to meet or exceed agreed availability and performance targets within approved capital and operational expenditure budgets.

This role will have overall accountability for services, unified communication services, database, storage and backup services, file and print services, mobile services and authentication services.

Key responsibilities:

Overall: Drive forward the delivery of an overarching Enterprise IT and service operation strategy and vision. Provide architectural guidance, validation and implementation plans to ensure solutions implemented are enterprise grade and provide the highest levels of performance, availability and:

· Responsible for the enterprise class improvements & alignment in our physical, virtual and cloud infrastructures (storage, compute, networking)

· Lead multiple initiatives to ensure that the client achieves goals for availability, performance, and cost to business outcomes, leading the collaboration with the key stakeholders in Service Operations, and Architecture to improve the resilience and overall service health of IT systems and services

· Manage the internal and third party resources as required to design, deliver and run our Enterprise IT

· Conduct formal operational readiness reviews of proposed changes

· Pro-actively seek opportunities to agree and align Enterprise IT standards to optimise for reliability, availability, and cost

· Perform incident and root cause analysis for all events that degrade the performance, availability, or cost of our underlying Enterprise IT .

· Ensure the Enterprise IT has sufficient capacity, resilience, and performance; ensure self-healing and operational rigor by leading post- mortems, conducting readiness assessments and leveraging chaos engineering techniques to continually harden services

· Lead the delivery of Enterprise IT changes to support changes associated with location strategy

· Recruit, lead, motivate, develop and manage the performance of direct reports and influence others in the company to develop high calibre teams with the skills and capabilities needed to deliver the required results

· Ensure that all components are managed to the appropriate of risk with respect to patches, software/firmware revision levels and supplier supported versions.

· Define and agree (in conjunction with Technology Leadership Team) operational level agreements covering key elements of the technology that are consistent with the business applications and services levels required, including provision of the technology elements of disaster recovery facilities and the addition of extra capacity based on the monitoring of actual storage, and utilisation and trends

· Develop and maintain continual improvement plans to ensure the IT fully enables the business needs going forward.

· This includes managing the planning, specification, design, implementation, configuration, maintenance and optimisation of Services Unified communications services Storage and backup services Desktop Services File and print services Mobile Services Authentication services

Key outputs and deliverables

· Creation of business-focused service portfolio focused on business outcomes and strategic value which is continuously improved

· Service Delivery and Operations strategy and value chain · Workplace experience strategy · KPI’s and metrics, SLAs, performance measures and reporting across Service

Specific skills and capabilities


· Experience growing and leading high-performing teams, building and scaling solutions and services that are aligned to the objectives of the Enterprise

· Strong background in telemetry, monitoring & logging of large scale platforms

· Previous operational responsibility for business critical production systems, in a collaborative business environment

· Extensive experience working in mixed cloud/on-prem environments particularly within Azure ecosystem.

· Able to balance multiple priorities and initiatives whilst keeping the team organized and focused on achieving their goals.

· Experience of large scale & orchestration solutions

· Proven experience of managing services, including operations and processes, implementing change to enforce high availability to business need.

· Strong communication skills, combined with the ability to engage with senior stakeholders

· Solid influencing skills and a collaborative approach


A selection of these will be assessed at interview.

· Changing and Improving · Collaborating and Partnering · Making effective decisions · Leading and Communicating · Managing a Quality Service · Delivering at Pace

Terms and conditions summary:


£53,825 - £64,000



Hours of work:

Glasgow: 37 hours per week

Annual Leave As a new starter you are entitled to 25 days annual leave which will rise to 30 days after 2 years’ service.

You will also receive 10.5 days public, Bank and privilege holiday. Please note the dates vary in England, Wales and Scotland.


The client offers excellent pension arrangements.

Other Benefits

· Cycle to work

· Childcare vouchers

· Season ticket loan

· Employee wellbeing

· Enhanced maternity /paternity pay

Contact Details:
Tel: 0239 3382100
Contact: Chris Bladen

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