IT Operations Centre Manager

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students and researchers. 

The Team

The IT Operations Centre (ITOC) is a new team within IT Services and will be responsible for the monitoring of system health, availability and capacity of live services and accountable for the execution of disaster recovery and continuity of critical services.  The ITOC also provides monitoring, escalation, intervention, operational maintenance and support, dashboards and reporting functions for all University services and infrastructure.

The Role

A core part of the ITOC Manager role is to manage team and optimise its performance, which includes roster management, mentoring and developing staff.  As the team play an imperative role in ensuring the availability and health of live services, the post holder will need to ensure capability resiliency across the team through knowledge and expertise sharing.   Other key elements of this role are as follows:

• Provides infrastructure and service issue reporting and dashboards
• Coordinates and escalates major incident/service outage
• Investigates escalated, non-routine and high-impact incidents to responsible service owners, seeks resolution, aggregates data for root cause analysis and contributes to service improvement
• Investigates all breaches of availability targets and service non-availability and initiates remedial activities for escalation to Problem Management
• Manages the implementation and testing of continuity management plans
• Manages the identification of any capacity issues and specifies any required changes
• Review Capacity forecast reports and escalate to service owners where issues are identified
• Reviews proposed implementations and evaluates the risks to the integrity of the product and service environment.

The Person

The successful candidate should be able to demonstrate:

• Experience of setting up and maturing an IT Operations Centre
• Strong knowledge of key ITIL processes, specifically incident, availability, capability and capacity management
• Extensive experience of implementing and managing a disaster recovery plan
• Demonstrable experience of managing a high-performance and agile team
• Experience with implementing and using IT operations analytics systems used for monitoring and performance management of live services (e.g. Splunk, Nagios, Site24x7, Datadog, etc.)
• Ability to learn, absorb and understand the impact of new technologies on existing services

What can you expect in return

Our diverse job opportunities all include a top benefits package that includes many features that are hard to find in the private sector:

• Generous annual leave allowance, including Christmas/New Year closure;
• Pension scheme membership to provide benefits for you and your family;
• Well-being programme with counselling, fitness and leading sports facilities;
• Learning and development opportunities;
• Season ticket loans for public transport;
• Cycle to Work Scheme;
• Workplace nursery scheme;
• Staff recognition schemes;
• Staff discounts on a range of products and services including travel and high street savings.

In fact, there are so many benefits available you can see more of them by clicking HERE​​​​​​​

Find out more about our organisation and values:

• IT Services: About us and ITS Practice Charter

When completing the additional information section of your application, please ensure you make reference to the job description and person specification above, as this will form an integral part of the shortlisting process.

As an equal opportunities employer, we welcome applicants from all sections of the community regardless of gender, ethnicity, disability, sexual orientation and transgender status.  All appointments are made on merit

Our University is positive about flexible working – you can find out more here

Blended working arrangements may be considered

Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.

Enquiries about the vacancy, shortlisting and interviews:

Email: it.resource@manchester.ac.uk

General enquiries:

Email: People.recruitment@manchester.ac.uk

Technical support:

https://jobseekersupport.jobtrain.co.uk/support/home

This vacancy will close for applications at midnight on the closing date.

Please see the link below for the Further Particulars document which contains the person specification criteria.