- Company Name
- Mott MacDonald
- Job Title
- IT Manager - Operations
- Job Description
-
**Job Title**
IT Manager – Operations
**Role Summary**
Leads and oversees the UK and India IT Operations Centres, ensuring continuous, high‑quality service delivery for a global organization of 20,000+ employees. Provides strategic and operational oversight of incident, request, and major‑incident management, aligns IT operations with business objectives, and drives continuous improvement, governance, and risk management.
**Expectations**
- Deliver reliable, secure IT services meeting SLA and business requirements.
- Lead distributed support teams, fostering accountability, collaboration, and high performance.
- Manage budgets, vendor relationships, and resource allocation efficiently.
- Communicate effectively with technical and non‑technical stakeholders, translating strategy into actionable plans.
- Promote a customer‑centric, inclusive culture focused on wellbeing and professional development.
**Key Responsibilities**
- Lead the UK Operations Centre and coordinate activities with the Bengaluru centre and global support teams.
- Own escalation and resolution of major incidents; ensure timely communication and minimal impact.
- Provide hands‑on support for project implementations and service transitions across infrastructure and applications.
- Monitor and report operational metrics (MTTR, incident volume, SLA performance, NPS, automation adoption, etc.).
- Drive continuous improvement through analysis of metrics, lessons learned, and process/technology enhancements.
- Embed governance, compliance, and risk‑management practices across all IT operations.
- Manage budgets, resources, and vendor contracts to optimise service delivery and efficiency.
- Coach, mentor, and develop team members; build capability and support career progression.
- Ensure alignment with group policies, compliance standards, and risk controls.
**Required Skills**
- Proven leadership of large‑scale, global IT operations (incident, request, major‑incident management).
- Strong operational and strategic planning abilities.
- Excellent stakeholder communication and translation of technical concepts for non‑technical audiences.
- Expertise in IT service management frameworks (e.g., ITIL) and best practices.
- Solid understanding of infrastructure, applications, data, and security domains.
- Experience with budget management, vendor negotiation, and resource planning.
- Ability to analyse metrics, drive automation, and implement process improvements.
- Demonstrated ability to build high‑performing, inclusive teams across distributed locations.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
- Relevant professional certifications preferred (e.g., ITIL, PRINCE2, PMP, ISO 27001).
Newcastle upon tyne, United kingdom
On site
11-11-2025