Summary of role

To provide ongoing operational management and overall ownership of IPSL's corporate IT systems, backup strategy and relevant infrastructure in line with the IT and business strategy.

To provide leadership, direction and focus towards IT end user service and support functions across all business units, ensuring high availability of all systems, service desk and infrastructure are maintained.

To promote and encourage an ethos of "Continual Improvement" throughout the IT department teams.

Key Responsibilities

• Ensure that all IT services meet their agreed business led targets, within the agreed financial budget.
• In conjunction with the Head of IT, to develop, deliver and review the IT department strategy. 
• Ensure the maintenance of an effective Service Desk which provides the basis of the IPSL IT Services and which is the predominant point of service. 
• Manage the observation, control and reaction to monitored events across networks, servers and applications ensuring a stable and secure foundation upon which IPSL IT services can run. 
• Ensure the ongoing development and maintenance of processes and procedures to ensure IT and telephony services are consistent.
• To develop and maintain the relationship with the IT departments service partners in order to facilitate a collaborative approach to service delivery installation work, problem solving and service improvements.
• Continue to establish relationships with key business stakeholders promoting the IT department's strategy and providing a value-add focal point for any continuous service improvements.  
• To manage the successfully delivery of service support functions such as Change & Release management, business continuity planning, capacity planning, problem/incident management and general IT security.
•  To deputise, when required, for the Head of IT.
• Responsible for supervising: 1 x Support Manager with, 9 x 1^st line support analysts and 3 x 2^nd line support analysts. 1 x Systems Manager with 3 x systems support analysts. 5 x 3^rd line Technical Specialists

 Key Skills

·        Flexible working approach required to provide management for any out of hours issues or escalations.

·         Proven strong people management skills.

·         Ability to manage a mixed workload of proactive management activities and reactive operational support activities.

·         Able to communicate, both written and verbal, to main board members relating to IT issues and strategy.

·        Ability to interpret business priorities and understand the business criticality of technology and applications.

·        Experience of ensuring that maintenance schedules are adhered to and, where appropriate, improved.

Relevant Experience

·        Extensive experience of providing leadership, advice and guidance to support teams which should have serviced an IT environment (1000+ users) within a multi-million pound business.

·        Previous experience of the management of financial controls, including spend against budget and cost recovery where applicable;

·         Demonstrable experience in identifying technical gaps and applying existing technical knowledge to propose a solution; in addition to seeking out new technologies & aligning these to the gaps identified.

·         Strong track record of managing third parties.

·         Experience in project management & delivery of technical and non technical business facing solutions.

Qualifications & Specialist Training

	·         Broad knowledge of current technology (i.e Microsoft roadmaps, Citrix, LAN/WAN technologies, security, Enterprise Storage, current hardware trends). ·        Knowledge of IT Service Delivery structure (including 1st/2nd/3rd level). ·        Knowledge of current data centre technology. ·         End to End support techniques. ·         An appreciation of MCSE qualification (Microsoft Certified Systems Engineer). ·         Able to seek out new technology. ·         Experience in delivering mobility services (PDA, Blackberry, etc). ·         PRINCE II Foundation ·         PRINCE II Practitioner ·         ITIL Practitioner

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