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Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
The IT Operations Manager leads c2c’s infrastructure 2nd and 3rd line teams and reports to the Head of IT. This role is pivotal in ensuring the stability, security, and continuous improvement of our IT services, while driving the digital maturity of the organisation.
The IT Operations Manager will:
- Lead, mentor and develop a team of infrastructure engineers and IT analysts
- Oversee day-to-day IT operations, ensuring high availability and performance of systems and services
- Manage incident, problem, and change management processes in line with ITIL best practices
- Ensure compliance with cybersecurity, data protection and regulatory standards
- Work alongside our Cyber Security Manager to ensure vulnerabilities are identified and remediated
- Maintain and optimise on-premise and cloud infrastructure (Azure)
- Oversee network, server, storage and endpoint management
- Alongside our IT Service & Performance Manager, manage third-party vendors and service providers
- Identify and implement opportunities for automation, process improvement and service enhancement
- Support the organisation’s digital maturity journey, aligning IT capabilities with business goals
- Create, monitor and report on key performance indicators (KPIs) and service level agreements (SLAs)
- Collaborate with project managers and stakeholders to deliver IT projects on time and within budget
- Ensure smooth transition of projects into BAU support
- Ensure all infrastructure documentation is created and kept up to date
Experience, Knowledge & Qualifications Required:
- Deep understanding of ITIL frameworks and service management. ITIL v4 Foundation Certificate is a minimum
- A minimum of 3 years of experience in a senior technical role with proven experience in IT operations or infrastructure management
- Proficiency in managing software licenses, hardware assets and inventories
- Experience in managing Azure, virtualisation, firewalls and enterprise networking
- Skill in negotiating contracts with technology vendors and service providers
- Strong leadership and people management skills
- Ability to continuously recognise areas for improvement initiatives and use of data and metrics to drive improvements
- Excellent problem-solving, communication and stakeholder management skills
- Deep understanding of current and emerging I&O technologies and practices, and how other enterprises are employing them
