About Version 1 

We pledge "to prove IT can make a real difference to our customer’s' businesses". We work hard to ensure we understand what our customers need from their technology solutions and then we deliver. 

We are an award-winning company who provide world class customer service; we think big and we hire great people. Version 1 are more than just another IT services company - we are leaders in implementing and supporting Oracle, Microsoft and AWS technologies. 

Invest in us and we’ll invest in you; if you are driven, committed and up for a challenge, we want to meet you.

The IT Service Operations Manager will primarily be responsible for leading the day to day management of IT Operational Service Delivery within the Managed Services Practice. 

• The IT Service Operations Manager will be a member of the Integrated Management System (IMS) Governance Board & will assist in providing governance and oversight of all certified ISO frameworks within the organisation. They will work closely with the central IMS Governance & Compliance team, who provide process ownership for IMS processes across all Version 1 practices in the UK & Ireland. With the support of a virtual team of process managers, the IT Service Operations Manager will oversee the implementation of service improvements within the practice as well managing adherence to IMS policies and ensuring agreed targets are met. They will also be the point of escalation for operational issues within the practices.
  
  
• The IT Service Operations Manager will also be responsible for liaising with the Group IT function on the operation & enhancement of the organisations Service Management suite of tools and in particular will be a catalyst and a key manager in the introduction of new service management systems and other technology to support Managed Services. 

Your responsibilities will include, but are not limited to, the following:

• Planning, controlling & implementing changes across the Managed Service Practice (MSP)
• Managing quality assurance across all services within MSP support teams
• Drive internal service improvements & ensuring high levels of process adherence. This includes the introduction of new systems and new technologies to support the business. 
• Provide input into process development & enhancement activities in line with stakeholder requirements
• Act as an escalation point to senior management on IT Service Operation issues
• Run regular internal focus groups with interested parties
• Act as management escalation point for MSP process managers
• Provide leadership to foster a service culture within the department focusing on service excellence & promoting the customer experience 
• Promote ITIL best practices within the organisation

Skills and Experience

• A passion for Service Improvement
• Experienced Service Management professional in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Experience of IT service Management Systems and technology to support Managed services such as automation and monitoring.
• Process transformation and optimisation experience
• Excellent skills in ITIL Service Operations processes with ITIL v3 Foundation certification required,
• certification in additional ITIL modules preferred
• Knowledge of Information security best practices and broad working knowledge of Information Security

Interpersonal Skills

• Ability to engage and influence at all levels of the business
• Strong verbal, presentation and written skills
• Independent problem-solving and self-directing abilities
• Self-driven and flexible with high motivation
• Ability to multi-task and handle multiple projects
• Willingness to support and mentor junior staff
  

Simon O'Regan
Version 1 Talent Acquisition Team
Tel: +353 1901 9204