Technical Operations Manager in Addiewell, United Kingdom

We're looking for an experienced and customer-focused Technical Operations Manager to lead the delivery of secure, reliable and effective IT services at HMP Addiewell. You'll manage the local IT function, supporting around 300 local customers and contributing to IT services across an estate of approximately 1,500 users. This is a varied role covering IT service delivery, incident management, technical support, projects, security and compliance, working across Justice Services, Education and Healthcare networks. What You'll Do

• Lead the local IT team and deliver excellent customer support.
• Manage incidents, escalations and service performance against agreed
SLAs and KPIs.
• Provide
2nd/3rd line technical support across critical ICT systems.
• Manage IT projects, budgets and resources, ensuring delivery on time and within budget.
• Maintain technical documentation, DR and BCP plans.
• Support
ISO27001, MoJ accreditation, GDPR and information security requirements.
• Identify improvements and provide technical advice to customers and stakeholders.
• Support team development and participate in an
on-call rota of approximately one week in five.,
• Incidents are resolved within agreed SLAs.
• KPIs and service targets are achieved.
• Documentation and compliance requirements are maintained.
• Projects are delivered on time and within budget.
• Customer needs are reflected in future technology planning.
• The local IT team is supported and developed.
Why Join Sodexo Justice Services? This is an opportunity to play a key role in delivering technology services within a challenging and highly important operational environment. You'll work across a broad range of technologies while developing your leadership, project management, security and service delivery experience. The role supports approximately 300 local customers, with occasional travel across the UK as required, and participation in an on-call rota to provide 24/7 operational support.
We're looking for someone with:
• ITIL Foundation and at least
3 years' IT support/service experience.
• Strong customer service, communication and problem-solving skills.
• Experience working in
secure or regulated environments.
• Knowledge of
information security, GDPR and networking.
• The ability to manage competing priorities, incidents and projects effectively.
• SC clearance or the ability to obtain clearance.
• Flexibility to work outside normal hours when required.
Microsoft qualifications and PRINCE2/project management experience are desirable. Key Skills IT Service Management | Incident Management | ITIL | Technical Support | Team Leadership | Networking | Information Security | ISO27001 | GDPR | Project Management
At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services. We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity. We're an inclusive workplace, where everyone is welcome, everyone can be natural and be the best versions of themselves. We recognise that we're on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.
Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer 20+ Sodexo benefits such as Sodexo retirement plan, discounts to over 1,900 brands to shop online, Gym discount to maintain a healthy lifestyle, a confidential 24/7 employee assistance programme providing independent support to overcome whenever life has its obstacles including emotional support, legal and financial advice. For further details regarding our Sodexo benefits please see attached.