IT Operations Support Manager

Job Title: IT Operations and Support Manager Location: Andover Head Office with travel to European locations as appropriate Reporting To: Europe & Africa IT Director People Responsibility: IT Service Desk Team Our French heart pulses through our international brand. With 100 years of heritage, we are future focused as we push ourselves and each other to connect every cook with personal stories and our rich legacy of food lovers to a lifestyle that inspires. Building beautiful products of the best quality that bring joy to people’s lives for generations. We want to ensure that the heart of every home beats from the kitchen. Through our values of PASSION, INTEGRITY, INNOVATION & EXCELLENCE, TEAMWORK we make Le Creuset a great place to work, celebrating our rich diversity. You will be responsible for providing effective IT Service Operations, and leading the Service Desk Team. This is a key role within the IT Leadership Team and is responsible for leading the Service Desk team to establish strong IT Service Management practises across the Region. Working alongside the IT Director and the Infrastructure & Endpoint Manager to support business needs and ensure that target service levels are established and reported against agreed KPIs. Service Operations Management Manage all aspects of IT Service Operations. Interacting with business users, other departments within IT, and third-party vendors to provide appropriate service management solutions to meet the needs of Le Creuset. Working with the Change, and Service Desk teams to plan and manage the transition of new services and changes into live in a safe and sustainable way. You will lead service transition, ensuring Le Creuset standards are met before acceptance. Team Management As part of the role the IT Operations and Support Manager will be expected to: Manage Incident management lifecycle within the Service Desk. Servicing L1/L2 incidents where appropriate Liaise with support partners to manage incident response and SLAs. Perform periodic performance appraisals for team members in line with local requirements IT Service Management & ITIL Ensuring the delivery of Le Creuset specific service management processes: Asst & Configuration. The management of mature ITIL-based service management processes and controls. Ensuring customer service feedback is received and that a culture of continuous improvement is established and maintained for all tickets resolved. Creation and maintenance of a detailed Regional Service Catalogue. Ensuring systems are documented appropriately according to IT standards and stored in the KMS. Ensuring proper documentation is provided for Training and Service Transition. IT Infrastructure & Endpoint Team. IT Enterprise Systems Team. IT Director. Group IT. 10+ years of experience in IT Service Operations Management. ~5 years of team management responsibility. ~ Requires deep knowledge of Service Management standards including ITIL. ~ Bachelor’s degree or equivalent in relevant technical discipline. Good professional level of English, additional European languages would be an asset. Analyses, interprets and evaluates complex information arriving at logical deductions and conclusions. Displays accuracy and quality in his/her written work. He/she displays empathy and actively supports other team members when under pressure. This position may require travel within the Europe & Africa region, so a full UK driving licence and valid Passport are essential.