IT Shift Manager (24x7 Shift)

Computershare Scotland
Edinburgh, Midlothian
17 Jul 2017
16 Aug 2017
Contract Type
Full Time

Are you an experienced Manager with a background in either Service Desk or IT Operations?

Do you want to be involved in a truly unique global project for a market leading organization where you will have the autonomy to 'run it like you own it’?

If the answer is yes then this could be the opportunity for you…

Computershare UK are the global market leaders in financial administration and on offer is a challenging yet rewarding Shift Manager role where you will lead a team of Service Desk and Operations Analysts who support an impressive 16,000 IT users worldwide.

So if you are looking for an opportunity where you can be part of a great team, in a great company with great opportunities, apply now. Make a change that could take your career to the next level.

Duties and responsibilities

  • Provide leadership, management and development for all Operators and Operator Trainees on your shift.

  • Work with Service Centre Manager to develop and implement global strategy.

  • Use Remote Site Support Analyst and Principle Analyst resources as efficiently as possible.

  • Ensure the following shift have all the handover information they require to pick up ongoing work items.

  • Ensure that standardised, repeatable processes are documented, maintained, reviewed and adhered to and provide a point of escalation for all Operator queries.

  • Ensure all agreed service levels are met or exceeded by your shift.

  • Contribute to / deliver regular management reports.

  • Drive the team’s Continual Service Improvement objectives; Identify repeat incidents and highlight potential process improvements.

  • Build and maintain good working relationships with all teams across the organisation.

  • Meet goals and KPIs as set by the line manager.

  • Ensure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements.

Essential Skills

  • Excellent stakeholder management skills

  • The ability to influence along with an excellent attention to detail

  • Leadership and management experience essential

  • Excellent understanding of an IT operating environment and related systems.

  • Willingness to work flexible hours / shifts.

  • Able to learn new technologies and work in a technical environment.

  • Able to identify and implement improvements.

  • Good Understanding of ITIL Framework and best practice is desirable but not essential

  • Understanding of Microsoft tools and systems.

Company Benefits

You’ll enjoy 25 days holiday, an excellent pension, an employee share plan so you can own a part of the company (with BOGOF shares), and a great range of flexible benefits to choose from, including the option to buy additional annual leave.

Our current office is located in Edinburgh Park and is easily commutable, however we will be moving to a brand new facility in the city centre later next year with Bus, Train and Tram transport links as part of this project.

As a global company, Computershare celebrates the diversity of our people and we welcome applications from everyone.

At Computershare, we believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes. As a global organisation, with an increasingly agile workforce, we're happy to consider flexible working arrangements.

All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.

Computershare Investor Services PLC is authorised and regulated by the Financial Conduct Authority