Head of IT Operations

Job Title: Head of IT Operations

Location: Hemel Hempstead

Salary: £75,000 per annum

Job Type: Full Time, Permanent

Working Hours: 9.00am to 5.30pm Monday to Friday

The company is an exciting, fast growing technology company providing large enterprises, who operate or use Contact Centre services, with innovative Customer Engagement solutions and Secure Payment services. Their clients include some of the largest and best-known brands across the world.

Today, the aim is simple: To help clients make every contact centre experience satisfying and secure for consumers. Come and discover what’s refreshingly different about them.

The Role:

They’re seeking an exceptional Head of IT Operations who will join a global IT team, based in the UK and US. The team are in the process of moving to a Cloud Native technology base and moving their platform from Physical to a cloud hosted platform to ensure they can support both UK and US clients as the business continues to grow. The individual needs to have experience in working in a change and transformation environment, being able to manage the here and now BAU as well as the new world through the transition.

The role will report to the Global IT Director and will be responsible for a team of 9 with 3 direct reports covering the 24/7 Network Operations function, Change Management and IT Administration (reporting, asset management, procurement, stock control etc.)

Key responsibilities:

• Responsible for managing and delivering the technical operations to meet clients’ contracted SLAs, and exceed expectations
• Strong client focus and comfortable presenting to ‘C’ level across the Company’s client base, including working with colleagues around the business, defining and executing on continual service improvement plans
• Responsible for staff recruitment, performance assessments, training, and career development
• Responsible for headcount planning and personal development of team members
• Ability to manage and negotiate with external suppliers, delivering on budget management and cost control
• Accountable for the operation of services in line with PCI and ISO27001 audits
• Leading incident management function
• Management of the pipeline of Change requests for configuration or development requests within the platforms
• Monthly Reporting of SLAs, KPIs to Board and to clients

About you:

Behavioural competence

• Pursues excellence in all aspects of internal and client relations
• Lead, motivate, challenge and manage the team to deliver by demonstrating professionalism, energy, drive, and encouraging the best from everyone
• Must be able to communicate ideas effectively and be able to think on their feet
• Organised and meticulous, tenacious and consistent
• Excellent communication skills with the ability to communicate effectively at all levels
• Excellent organisational, analytical and problem-solving skills
• Strong people skills, able to engage with a wide range of stakeholders at all levels globally both internally and externally

Key requirements:

• Experience and knowledge of customer engagement solutions, in a service
• Experience and knowledge of PCI DSS compliant payment solutions
• Exposure to the PCI DSS/ISO27001/ISO9001 Frameworks
• A strong understanding of on-premise and cloud computing environments
• Commercial awareness and ability to manage and reduce costs
• Act as a role model to the team and mentor on technology and process related matters and provide leadership to Technical staff
• Excellent communication, stakeholder engagement, business interface and change management skill set
• Having cultivated strong and effective industry relationships/contacts track record of leading globalisation and centralisation of IT operations

Their Culture:

They work in an award winning, colourful, dynamic and collaborative environment where you will find flexibility, an open plan office and excellent opportunities for career growth. Their cross-departmental teams work on exciting projects, releasing new technologies to a wide range of clients.

With over 250 colleagues spread across the globe, they are a friendly bunch with a lot of knowledge and exciting plans. They are serious about what they do, but they certainly have a sense of humour. They are brimming with friendly, energetic and creative individuals, who are proud to be a part of their unique success story.

Company benefits

• 25 days holiday and increases with service
• Excellent Share Incentive Scheme
• Life insurance
• Simply Health scheme
• Access to group Bupa membership scheme
• Pension scheme
• Discretionary annual bonus
• Employee Recognition schemes
• Free tea, coffee, fresh fruit and snacks
• Relaxation floor (lunch area, quiet room, pool table, Xbox)
• Well-being initiatives, such as in-house Reflexology and Sports Massage
• Discounted offers
• Team days and Volunteering events
• Christmas & summer company events
• Focused on education and training
• Please click the APPLY button to send your CV & Cover Letter for this role.

Candidates with experience or relevant job titles of; IT Operations Lead, Senior IT Operations Manager, Head of IT, Senior IT Manager, Head of Department, IT Ops Lead will also be considered for this role.