IT Service and Operations Manager​/Head of IT Service and Operations

Job Details:
Head of IT Service and Operations

If you are unable to apply via the portal,  and Cover Letter to us directly to

Vacancy Name:
Head of IT Service and Operations

Vacancy No: VN913

Location:

London

Employment Type:

Permanent

Basis:
Full Time

Chambers and Partners is seeking a dynamic IT Service and Operations Manager / Head of IT Service and Operations to lead and professionalise our IT service delivery. In this pivotal role, you’ll manage end user support, infrastructure operations, and information security, ensuring the timely and effective provision of IT services across the business. You'll oversee a small in-house support team and work closely with third‑party providers for infrastructure and cybersecurity.

With a strategic mindset and hands‑on approach, you’ll define and drive the roadmap for service management and cyber security to support our evolving business needs.

• SERVICE MANAGEMENT & IT OPERATIONS (c 40%)
  • Accountable for the delivery of IT services to agreed Service Levels, namely:
    • Service Desk, end user support and service request fulfilment
    • Incident Management, Problem Management, Change Management
    • Patch Management, Asset Management
    • Monitoring of all infrastructure and applications, ensuring effective event management and response
  • Lead and manage in‑house End User support team and 3rd party service management supplier
  • Monitor, review and report service levels monthly, initiating service improvement as required
  • Own and triage request and incident backlogs
  • Act as escalation point for key business stakeholders
  • Lead incident management, effectively restoring services and stakeholder communications
  • Identify opportunities to improve service availability
  • Own the roadmap for scaling and enhancing service management
  • Own and ensure effective disaster recovery and business continuity plans are in place
  • Own and ensure IT policies are relevant, communicated and complied with
• INFORMATION SECURITY (c 30%)
  • Liaise with third‑party vendor to ensure delivery of IT security to agreed levels, namely:
    • Threat detection and response
    • Vulnerability management
    • Cyber awareness and Phishing management
    • Data Protection services
  • Oversee and manage the Cyber security strategy, working with our third‑party providers to maintain minimal risk to the business
  • Drive and maintain a low‑risk estate through proactive vulnerability and patch management
  • Achieve Cyber security certifications including Cyber Essentials+ and drive ISO
    27001 certification
  • Own and ensure IT security policies are relevant, communicated and complied with
• INFRASTRUCTURE OPERATIONS (c 30%)
  • Manage third party providers of IT infrastructure/cloud services, ensuring effective operations of:
    • Azure cloud infrastructure (servers and data)
    • Virtual Network infrastructure (Firewalls, VNets, Security policies)
    • Core services (DC, Exchange, DHCP, O365, Telephony etc)
    • Office and end user infrastructure
  • Manage the optimisation of IT infrastructure and services (via 3rd parties), monitoring cost utilisation and attributing to service and product lines of business
  • Manage and execute RBAC permissions across subscriptions and resources
  • Firewall configuration management in Azure Entra  including enterprise apps and security groups
  • Contribute to the strategy and roadmap for infrastructure and environment improvements, reflecting Chambers future ambitions, engineering needs and cost optimisation
• MANAGEMENT & CULTURE
  • Accountable for providing leadership and pastoral care to your team, mentoring, motivating and developing them to get the best results
  • Drive a culture of customer and service‑led improvement, measured by core KPIs

• Experience managing or working in service management positions, with good knowledge of Cloud infrastructure
• Experience of effectively managing third parties services
• Able to plan and transform service delivery provision, taking appropriate sourcing decisions
• In‑depth knowledge of service delivery and ITIL processes, with knowledge of service KPIs, SLAs etc
• Demonstrable experience leading Incident resolution in an incident manager capacity
• Good knowledge of IT policies and processes, including security and DR
• Significant…