2 year FTC as IT Operations Manager for Competition & Markets Authority. Excellent opportunity to make a real difference very quickly. Very open and collaborative working environment - Manchester, Cardiff, Belfast, Edinburgh or London - 40% in-office. Salary £57,100 + excellent public sector benefits.
Client Details
The Competition and Markets Authority (CMA) is one of the world’s top competition and consumer agencies. The CMA is looking for an IT Operations Manager who will deliver outstanding IT Services by embedding ITIL and equivalent service management processes and procedures within Business Services Teams, applying them in a multi-cloud and mixed supply side environment.
Find out what it’s like working for the CMA
Description
This role is to oversee the day-to-day service provided by the ICT Service Management team and ensure that an efficient, high quality IT service request, incident management, asset management, problem resolution, desktop support services are provided to CMA’s 1000 users across HQ and all our branch offices.
The role holder will be responsible for implementing and managing the ITIL processes for service operations management and service improvement. This post reports to the Business Solutions Lead who is responsible for delivery of all IT services and projects.
* Manage the ICT Service Desk Managers presently in charge of the Service Desk at our London HQ and branch offices.

* Ensure all service requests are coordinated and routed for fulfilment to the right staff or relevant suppliers with the most appropriate skills to fulfil them.

* Oversee the process of recording, tracking, monitoring, and reporting of events (including alerts) and incidents notified to the service desk (the current ITSM tool being used for this is TopDesk)
* Act as the Incident Manager for all Priority 1 and Priority 2 cases, including security incidents, working with IT colleagues, stakeholders, and suppliers to deliver major incident reports, root cause analysis and remediation plans.

* Manage and improve CMA’s IT asset (software & hardware) management processes and systems and maintain the Service Catalogue.

* Work closely with the wider IT Operations teams (EUC, Enterprise Apps and Infrastructure) & Projects team to ensure effective operations management and service transition.

* Manage contracts with vendors, including licenses, and organise regular service review meetings to review service delivery with key suppliers and stakeholders and prioritise service improvement plans.

* Champion proactive communications to IT and the wider business, including scheduled (e.g., maintenance weekends) and unscheduled events and outages as well as service improvements.

* Develop and monitor IT SLA and KPI performance and develop service improvement plans.

* To be involved in and / or lead internal IT projects as and when required to assist the Head of IT or Business Solutions Lead, in particular, those related to IT Service Management.

* Manage the budget, business plan and reporting for the Service Desk function.
Profile
It is essential that you can provide evidence and examples for each of the following selection criteria in your application:

* Successful candidates should hold ITIL Expert Qualification OR be working towards it, ideally holding ITIL Intermediate qualifications in the Service Operations, Service Improvement and OSA modules (lead criteria)
* Strong user support experience / customer service focus and understanding of IT Asset and Supplier management (lead criteria)
* Proficient level of experience with CAB/Change management procedures and acceptance into service and practices
* Demonstrable experience in overseeing a service desk effectively managing, developing, coaching a team of Service Desk Analysts
* Experience of providing management reports and performance improvement initiatives
* Proven working knowledge of Service management tool sets including those used in the Cloud / SaaS and O365 expertise.
Job Offer
Salary banding of £57,100 - £64,650 + Excellent civil service pension scheme + Benefits
At application and interview you will be asked to demonstrate your suitability for the role in line with the essential criteria in the person specification, the Civil Service Success Profile Framework, and the CMA values. The elements of the Success Profile Framework being used in this recruitment process are: Civil Service Behaviours and Civil Service Experience
Against the Civil Service Success Profile Behaviours, the expectation for this role is up to and including level 4 in the following behaviours:

* Managing a Quality Service
* Developing Self and Others
* Making Effective Decisions
* Delivering at Pace
* Communicating and Influencing
The CMA value(s) being tested at interview are:
* Ambitious