Reporting to the Head of Technology, the IT Production Manager is responsible for leading the Service Desk and Production Support functions, ensuring the stability, performance and continuous improvement of the production environment while developing a high-performing technical support team.
Key Responsibilities
- Lead and develop a high-performing Service Desk and Production Support team, driving accountability, performance, service excellence, structure and technical capability.
- Manage the day-to-day delivery of the Level 1 Service Desk, ensuring SLAs, customer service standards and operational KPIs are achieved while continually improving team performance.
- Own production operations, leading the response to major incidents, coordinating resolution, driving Root Cause Analysis (RCA) and ensuring remediation actions are delivered.
- Build operational excellence through proactive monitoring, alerting, log analysis and incident management, reducing recurring issues and improving service availability.
- Provide technical support across the production environment, identifying risks, addressing knowledge gaps and developing team capability in troubleshooting, diagnostics and production support.
- Own the lifecycle of production infrastructure, including Azure-hosted services, server upgrades, technical debt reduction and support for obsolete platforms
- Oversee system certificate management and establish resilient processes to reduce key person dependency.
- Manage production releases, small technical changes and operational readiness, ensuring controlled and successful deployment.
- Work closely with Group IT, Information Security and business stakeholders to resolve operational issues and improve service delivery.
- Manage operational suppliers, budgets and technology governance activities as required.
Skills & Experience
- Strong technical background in IT Operations, Production Support or Application Support within enterprise environments.
- Proven experience managing Service Desk and/or Production Support teams, with a strong focus on people leadership, performance management, service delivery and continuous improvement.
- Strong knowledge of Microsoft Dynamics, Microsoft Azure, .NET applications and enterprise infrastructure.Experience using monitoring and observability platforms such as Dynatrace and Elastic, including dashboard creation, alerting, log analysis and performance monitoring.
- Demonstrable experience leading Major Incident Management, Root Cause Analysis (RCA) and driving preventative actions to improve production stability.
- Experience managing Windows server environments, infrastructure upgrades and reducing technical debt.
Benefits:
- Bike to work scheme
- Company pension
- Employee assistance program
- On-site parking
- Private medical insurance
- Sick pay
Work Location: In person
