Hybrid - 3/2 split (Luton/Remote)

Salary Up to £75,000 per annum plus benefits

ROLE OVERVIEW:

Lucid connect have partnered with a large aviation company to assist growth within their IT department. The IT team provides support for all electronic communications systems on-site, as well as taking a leading role in delivering technology change & improvement projects and managing support of operational and corporate IT systems.

Effective and efficient IT support services are critical for the business to operate at all levels. This role sits within a small team of IT support staff who monitor, maintain, and support all IT systems and users, both on site and working remotely.

As part of ongoing IT improvements required due to business growth, the IT function is changing. The newly formed position of IT Operations Manager will be reporting to the Head of IT and working daily with the IT Support and IT Data teams ensuring the performance, security, uptime, and availability of critical IT services across various technologies.

MAIN DUTIES:

• Oversee the day-to-day running of the IT Operations.
• Responsible for the operation and continued improvement of the existing IT Support service.
• Management of the IT Support and IT Data Science teams.
• Ensure availability of all critical IT services.
• Lead on major incidents concerning the loss of critical IT services.
• Develop new and revise existing IT policies and procedures to a compliant, mature level.
• Take a leadership role in the implementation & maintenance of new compliance standards: ISO27001, NIS Regulations, GDPR / Data Protection regulations.
• Implement best practice for SLAs, contract, and service management. e.g. ITIL.
• Develop effective IT and business data management and reporting.
• Oversee the effectiveness and resourcing for the IT Operations function, including outsourced support areas.
• Develop cloud support capability (AWS/Azure) to support new and emerging technology platforms.
• Grow, coach and mentor the IT Operational teams alongside the continued growth of the airport and IT function.
• Implement a structured training and development plan for the IT Operations team.
• Liaise closely with the IT Projects team and support for the transition of new services into operations.
• Develop robust and effective solutions for IT Disaster Recovery and Business Continuity.
• Manage stakeholder relationships both inside and outside the IT department.
• Duty of care to proactively manage the health, safety, and wellbeing of direct reports, in line with the relevant policies and procedures, and implement support accordingly.

ROLE REQUIREMENTS:

Essential

• A least 2 years of previous experience managing the day-to-day IT Operations of a medium to large, customer-facing organisation.
• Experience as a key contributor to a large-scale IT improvement programme and knowledge of the associated challenges, is essential.
• Experience in a regulated environment.
• Experience implementing and maintaining ISO and GDPR compliant procedures.
• Experience implementing IT Service Management best practices, ideally ITIL processes.
• Exceptional communication skills, comfortable managing relationships with multiple stakeholders simultaneously at various levels, both internal and external.
• A keen eye for detail, as one error can have a knock-on effect for thousands of passengers.
• Experience growing and mentoring IT Support teams.
• Knowledge of various ITSM products and how to maximise their usage.
• The ability to be flexible and innovative in resolving issues.
• Always working toward clear, critical thinking and committed decision-making.

Desirable

• Experience implementing new ITSM products into an existing IT service.
• Experience working with IT Data Science teams and resources and associated Data tooling (E.g. Enterprise Data Warehouse platforms, PowerBI, Crystal Reports).