IT Operations Manager
DLA Piper
full-time
Posted on:
Location Type: Office
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSMServiceNow
About the role
- Lead delivery of 24/7 customer-centric IT support through a global, multi-channel service desk
- Ensure seamless service delivery by managing a team of time zone managers
- Drive adoption of digital, self-service, and automated technologies
- Focus on continuous service improvement and building strong stakeholder relationships
- Monitor performance and foster a data-driven culture
- Prepare and present operational performance reports for management and customers
- Develop a data-driven culture to provide visibility into KPIs, OKRs, SLAs, and customer experience metrics
Requirements
- Significant experience in people management
- Demonstrated experience managing international IT service operations
- Understanding of Microsoft 365 (M365) concepts
- Familiarity with Contact Center solutions such as Five9, 8x8, or Cisco Webex
- Good knowledge of ITIL processes
- Passionate about proactive support solutions
- Interest in adopting Agentic AI and automation capabilities
- Familiarity with ITSM platforms, preferably ServiceNow
- Exceptional business relationship management skills
- Strong analytical, critical thinking, and problem-solving skills
- Highly effective written and verbal communication skills
Benefits
- Health insurance
- Flexible working arrangements
- Professional development opportunities
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
people managementIT service operationsMicrosoft 365Contact Center solutionsITIL processesAgentic AIautomation capabilitiesITSM platformsServiceNowdata-driven culture
Soft skills
business relationship managementanalytical skillscritical thinkingproblem-solvingwritten communicationverbal communicationstakeholder relationshipscontinuous service improvementperformance monitoringpresentation skills