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IT Operations Manager

3 weeks ago

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About the Job

The IT Operations Supervisor at Reed Elsevier plays a pivotal role in ensuring seamless collaboration between teams operating within Software Asset Management and Technical Resilience. This involves overseeing day-to-day operations, guaranteeing SLA adherence, standard operating procedures, and processes are followed.

Key Accountabilities:

  • Oversee team performance, monitor satisfaction levels, and communicate clearly on issue status and resolutions to end-users.
  • Identify opportunities for operational improvements, new technologies, and process enhancements to increase efficiency and effectiveness.
  • Coordinate with business units and departments to provide seamless support and services across the organization.
  • Create, update, and maintain documentation for applicable systems, processes, and policies.
  • Responsible for change management of SOPs, including documentation, training of team members, and adherence to revised SOPs.

Requirements:

  • 3 years' experience as a lead or supervisor in an IT organization.
  • 5 years' work experience in a similar profile with a user base of 1000+.
  • Knowledge of Software Asset Management/Sourcing plus basic Technology resilience concepts.
  • Experience with Flexera (an advantage) and FreshService /ServiceNow.
  • Strong leadership qualities with the ability to motivate, mentor, and improve team performance.
  • Excellent analytical and problem-solving skills.