IT Service Operations Manager

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We’re London’s largest and fastest 100% full fibre broadband provider, bringing better internet to Londoners since 2013. Unlike most providers, we build, own and operate our dedicated fibre optic network and install it directly into the home, meaning we can deliver a super-fast connection at prices the national providers find hard to beat. We’re a relatively new company to the market, but since establishment

1. :
   We’re the only broadband provider on the market offering residential speeds up to 3,000 Mbp
2. s.Our network covers over 1.3 million properties in London, which is more than one third of homes in the UK’s capital cit
3. y.We have over 800,000 properties under wayleave agreement and are currently working in partnership with more than 200 of London’s biggest landlord
4. s.We have freely connected over 600 community spaces in 24 boroughs, giving more Londoners free access to fast, reliable broadban

d.
We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing busine

ss.
Job purp

ose:
The Service Operations Manager role is to manage the Service Desk and Application Support teams, ensuring stable operation and advancement of the functions in line with agreed service levels and K

PI’s.
Responsible for delivering and maintaining functionality, system availability and performance to meet current service levels and future business needs whilst always focussing on the business requir

ement.
Maintain appropriate team structure, skill levels and size to work collaboratively with other IT and business areas providing ongoing support, advice and subject matter expertise for projects and prog

rammes.
Role Di

• mensions
  Close liaison with Business & key sta
• keholdersClose liaison with other Technology Services functional managers and Tea
• m LeadersWork with External suppliers & partners as ap
• propriateOccasionally required to work out of hours (late nights /
• weekends)Occasionally required to travel to other
• locationsReports to Director of Service
• and DataAny other reasonable request within your range of competence as required by your

Manager.
What you’ll

• be doing:
  Delivery and implementation of a Windows user security model (based on MS best practise), using a combination of Group Policies, Roles
• and Groups.Manage and maintain our Microsoft 365 environment, including Email, Sharepoint
• and Teams.Ensure that all systems are monitored using tool
• s provided.Design, document and implement policies and
• proceduresManage and maintain the asset register for Community Fibre IT man
• aged assetsAssist with the design and implementation of end user accounts, permissions, and acc
• ess rights.Provide guidance to less experienced members o
• f the team.To implement and support the agreed IT strategy for systems, applications and softwa
• re servicesTo ensure that the company's computing resources are well managed with records kept detailing allocation of hardware, software licences and ot
• her assets.Implement and manage agreed software and services including MS 365, Amazon AWS and oth
• er systems.Delivery of agreed IT performance measure
• ment KPI's.To take ownership of hardware and software support to both desktop and mobile users across the business, in all
• locations.Run Incident, request and problem management pro
• cess for ITProvide suitable software configuration and deployment processes a
• nd methods.Ensure a consistently high level of quality for systems design, configuration, testing, and do
• cumentationDevelop, implement, and maintain policies, procedures and associated training plans wher
• e required.Liaise with Project Managers to ensure effective projec
• t delivery.Assist in establishing service level agreements with
• end users.Participate in the development of Disaster Recovery & Business Continui
• ty planningEnsure that all work and changes are performed in such a way as to minimise disruption to existing business Users (consistent with release and change m
• anagement).To monitor applications along with planning preventive maintenance, backup and other regular support activity to ensure the required availability of service to th
• e business.Ensure appropriate processes are in place to populate and update knowledge base and servic
• e catalogueTo keep users up to date with progress and to liaise with colleagues and partners in an appropriate manner. To liaise with users regarding escalated issues and to agree appropriate courses of action and
• priorities.Assist in design and implementation of Infrastructu
• re projectsCompile and distribute weekly and monthly reports
• as requiredTo assist in other activities of Community Fibre’s IT

as directed
The experience we’re looking for y

• ou to bring:
  Degree or related busine
• ss disciplineITIL qualified preferred but
• not essentialPrince 2 or Agile qualified but
• not essentialExperience of playing a key role within a Systems Support or infrastructure
• support team.Technical background with strong analytical and team wo
• rking skills.Extensive experience of Microsoft Windows Desktop and Server Operating systems in an enterprise environment with strong Micro
• soft Azure ADExtensive experi
• ence of M365.Demonstrable experience of managing and provisioning virtual server
• environments.Excellent understanding of the principles of Active Directory Design an
• d management.Excellent understanding of the principles of directory services, and detailed understanding of networki
• ng protocols.Extensive experience of providing application support to technical and no-tec
• hnical staff.Demonstrable Fault Diagnosis and Project Manageme
• nt expertise.Demonstrable experience in developing and mentoring less experienced
• team members.Commerci

al awareness

• .
  Why join us:
  You get to work with some of the best technolog
• y in the marketBe part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value yo
• ur contributionWe all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of servic
• e up to 28 daysBirthday leave, o
• ur treat to youKeen cyclist, join our cycle
• to work schemeFlex
• ible WFH policyEnjoy the perks of Priva
• te Health CoverYou get to work with an amazing

bunch of people
Wh

at happens next:
You’ve done your bit so sit back and relax, we will review your application and

come back to you.If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definit