IT Service Operations Manager

Bournemouth, UK
20 May 2019
24 May 2019
Contract Type
Full Time
Vitality, IT Service Operations Manager, Bournemouth, £Competitive + Bonus + Benefits

Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business

- Bonus

- Our award winning private medical insurance

- A comprehensive flexible benefits scheme

- Stakeholder Pension Plan with employer contribution

- Vitality Partners and Rewards

As our IT Service Operations Manager you will manage the Service Desk & Desktop Support on site services team and work closely with internal service delivery and 3rd party functions in assuring service stability and improvements. Understand and take ownership in fulfilling the IT Operational and technical commitments supporting our key business services with enhanced focus on end user compute and service desk performance for a user base exceeding 3000.

You will create and foster a dynamic partnership between IT and the wider business community through clarity of communications and pro-active engagement around incidents, problem management and continual service improvement. You will be required to develop People, technology and processes in support of Vitality's IT maturity model.

Responsibilities as our IT Service Operations Manager include:

- Develop the VitalityAssist (Service desk capability to SDI 5* or equivalent) people, tech and processes

- Run daily Operational readiness calls with Service delivery Managers, Change and Incident Management

- Prioritise work load and focus for the OSS (On-site services team) across all sites

- Manage an asset management service for Vitality - Catalogue equipment with build levels. Ensure end users receive a service/Customer experience review at least once every year

- Influence and ensure the delivery of a world class joiners, movers and leavers process from an IT perspective

- Incident Management - Engage & Guide/support Service delivery managers both internal and 3rd parties in managing fixes to complex problems

- Build and communicate a diary of operational evens. Schedule for the IT Operational teams as appropriate

- Attend the weekly Service Management meetings - Actively representing Operational escalations and priorities

- Ensure IT stock control is managed appropriately across Vitality - Desktop, mobile & printing services

Skills and Experience required of our IT Service Operations Manager:


- Extensive Service desk/desktop or specialised IT Operational support experience

- Detailed working understanding of desktop and laptop build and support requirements

-Detailed experience in supporting service delivery functions

- Straight to the point and results orientate

- Experience in running or influencing Incident and Problem Management

- Working knowledge and understanding of Continual service improvement lifecycle

- SLM management experience

- Apple product experience including mobile devices

- Microsoft Office Specialist Install and Configure

- MCSA Windows 10

- Desktop Security Training

- Microsoft Office Specialist 2013 & 2016

- Operational and end user focussed

- Strong & clear communicator

- Ability to prioritise and work under pressure taking ownership of issues

- Flexible and reactive

- Passionate about service


- ITIL Version 3 Foundation

- ITIL Operations intermediate or similar

- COMPTIA Security+

- Prince 2 or equivalent

Working for Vitality as our IT Service Operations Manager you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day.

Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.

Closing Date: Tuesday 21st May 2019

If you feel you have the skills and experience to become our IT Service Operations Manager please click 'apply' today.

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