Welcome to Shared Services Connected Ltd

It Ops Support Lead

We are looking for an IT Ops Lead to be responsible for the day-to-day supervision, motivation and development of a team within a specific area, prioritising and making decisions on workflow in order to deliver an excellent service to meet contractual or service level obligation, and aiming to create a great place to work

You will hold responsibility for managing incident escalations from Service Management Teams within the IT Operations Team.

This role will manage day to day supplier engagements and supplier service issues with an aim to resolve these.

You will be responsible for managing and coordinating Major Incidents, including IT data and security incidents.

You will also plan resource capacity and ensure the IT service function is against client contractual obligations.

Key responsibilities:

  • Be an escalation point for and resource appropriately to deliver Business as Usual service and Change Delivery, taking into consideration performance expectations and client contractual SLAs effectiveness and value for money
  • Monitor supplier performance in conjunction with the IT Service Delivery Manager through co-ordination of supplier review meetings (where appropriate) with focus on measured past performance service utilization and future service opportunities to support Service Management deliverables to the client
  • In the event of Severity 1 and Severity 2 perform a lead role to ensure agreed process is followed end to end, including security incident reporting
  • Monitor team performance and proactively manage individual performance levels within the team
  • Suggest improvements to service and hold suppliers to account to meet their contractual obligations, collaborate on supplier service improvements
  • Monitoring, reviewing and planning the management of all contract renewals and replacements to ensure risks to current service/business continuity are minimised and sufficient planning flexibility can be accommodated within overall change plans
  • Ensure awareness of customer needs in order to continually improve the customer experience. Apply analytical skills in order to be able to evaluate mainly factual (and may include qualitative) information. Ensure problem solving and decisions take into account a range of appropriate sources, both internally and externally.
  • Arrange and chair supplier quarterly account review meetings of all contracts – coordinate required SSCL/support partner attendees
  • Support / Manage the resolution of complaints identified highlighted by the IT Service Delivery Manager
  • Proactively identify opportunities to improve working practices within the team.
  • Work within the Service Management Team, partnering with Service Management Lead and Technical Delivery Lead to deliver service contractual agreements.
  • Ensure effective communication to all line reports is in a timely manner to facilitate empowerment and staff engagement, by holding regular team meetings that involve team members in decision

Essential skills:

  • Basic knowledge of other business disciplines in order be able to resolve issues that have an impact beyond own professional discipline
  • An understanding of how own business area integrates with other business areas in order to achieve the goals of the client
  • Analytical skills in order to be able to evaluate (mainly) factual information
  • Communication, influencing and diplomacy skills in order to be able to achieve the right outcome for a team/department
  • Experience of managing suppliers
  • Analytical and organisational skills
  • Self-motivated and able to plan and organise own workload
  • Able to work on own initiative where appropriate
  • Able to work effectively as part of a team
  • Ability to develop and maintain relationships with internal and external partners
  • Working under pressure to meet tight deadlines
  • Requirement to be discreet at all times, with the ability to act in a confidential manner as required.
  • Hold leadership skills and be able to manage a varied team skill set

Posted: 18/12/2019

Big facts

Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
Top of page


Three Cherry Trees Lane,
Hemel Hempstead,

SSCL is a trading name of
Shared Services Connected Ltd
Registered in England.

Registration No.

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,