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Operational Processes and Control Manager

Location: UK - Hatfield | Job-ID: 47642 | Contract type: Standard | Business Unit: Others


Senior Manager – Operational process and Control

This new leadership position of "Operational Processes and Control" manager will be working in the new Central Operations function. The new leader will help to reshape the GIS organisation and is central to the smooth running and high performance of the whole GIS department.  The role covers the centralised responsibility of service delivery, covering Change Management, Problem Management, Asset Management, Patch Management, Vulnerability Management and more.  Strong collaboration and communication skills will be needed to coordinate across multiple GIS functions, to deliver a centralised service and remove barriers to service quality. A proactive approach to service delivery will be needed to reduce problems and incidents, and increase service availability. This leadership role will take responsibility for the existing team and processes, and will give direction and support to the team members

Main Responsibilities

•    Leadership: Lead the Operational Process and Control function, giving direction and support.
•    Change management: Minimise the risk to the organisation created by the introduction of change. Own the governance “gate” for all production changes.
•    Problem Management: Ensure the root cause of issues are clearly understood, communicated and managed. Ensure departmental cooperation in analysing problems.
•    SLA Reporting: Deliver departmental service level reporting for major services.
•    KPI Reporting: Deliver departmental KPI reporting.
•    Config/Asset Management: Drive the wider Operational Delivery team, to ensure the asset database is accurate and well maintained.
•    Patch management: Ensure O/S patches are consistently and effectively applied to the whole estate.  Ensure all major platform patch planning is organised.
•    Capacity Management: Ensure capacity information is tracked, reported and forecasted.
•    Vulnerability management: Ensure technical vulnerabilities are consistently managed and reduced, across the full estate.
•    Disaster Recovery: Ensure all major systems have a working replica in a remote location. (Including SAAS platforms)
•    Co-ordinate across multiple area within the department, to ensure consistency of service for the company as a whole.
•    Provide clear governance targets for delivery of services and drive other areas to deliver against them.
•    Drive service improvement initiatives across the department.
•    Maintain a focus on problem prediction, detection and resolution. Oversee documentation of issues, action plans, outcome and communication.
•    Proactively remove barriers to service quality.
•    Manage, develop and coach team of staff and implement  performance management solutions where required.
•    Own complex operational issues and provide appropriate support to other team members.
•    Drive areas for improvements in processes and knowledge.
•    Working with off-shore vendors to deliver technical outcomes

Ideal Candidate 


•    ITIL V3 or V4 qualification (any of - ITIL Practitioner or above, ITIL Managing Professional or  ITIL Strategic Leader or above).
•    Proven management experience with ability to lead employees in service delivery, to achieve or surpass results.
•    Demonstrated track record for increasing the quality of Service Delivery and Operations Management, covering product and service delivery, within a technology services or related industry.
•    Demonstrated strength in ability to clarify goals & objectives, build team commitment, analyse and ensure progress toward objectives.
•    Strong interpersonal, organizational and communication skills with the ability to create a partnership atmosphere across multiple departments, while achieving objectives.


Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?


We’re growing. We’re hiring. We encourage. We empower. We support.

Apply now »