Job Title: IT Operations and Infrastructure Manager

Responsible to: Head of Digital Product Delivery

Level: Manager (Tier 3)

Job Summary

The IT Operations Manager will be responsible for managing the operational running of the infrastructure technologies services, including Azure, Azure Virtual Desktop, Ring Central and associated business applications; Microsoft 365, Proclaim and Creatio

The role is accountable for delivering service operations across the business by ensuring high service standards are achieved. In addition, the role will facilitate the delivery of the digital work programme by ensuring good change control and governance is applied across all existing and new systems and services, taking account of capacity and licence management across the IT estate.

This role is a key enabler to delivering strategic value in these areas as well as maintaining excellent operational delivery to meet objectives and targets, in order that the systems and infrastructure remain secure, stable and available.

Core Responsibilities

· Provision of IT hardware and infrastructure services, including desktop applications and server infrastructure (on premises and cloud-based, including SaaS, PaaS and IaaS), business application systems, Websites and IT security and telecommunications.

· Delivery of IT infrastructure, technology and security roadmaps.

· Leading and managing the Infrastructure, Support and Communications functions (currently a team of seven, with four direct reports), providing an ability to provide an operational steer and use strong decision making in a high-performing IT service function.

· Provide people management direction of a Digital Delivery and Application Development function to ensure a cohesive, one-team collaboration across the whole of IT, leaning on DevOps tools, practices and processes to realise the benefits of the organisational digital strategy and roadmap.

· Responsible for Incident management, problem management, change management and supplier management processes across our Azure Infrastructure (Server, Desktop, SaaS and PaaS) and Windows endpoints.

· Strong influencing and decision-making skills to produce sound justification of new systems and services via business case with the ability to present to the Executive Team, senior managers and other stakeholders across the business.

· Excellent communication skills to provide the timely reporting of risks, issues and incidents to stakeholders at all levels of the business, in both verbal and written form with a view to making recommendations on contingency and / or mitigation.

· Ability to maintain confidentiality of personal data/information as well as corporate-wide information

· Establish good practices across the infrastructure, service and communications (telephony) teams, including proactive IT management, looking at incident trends, root cause analysis, capacity planning and management with a view to making recommendations on reliability, performance, scalability and security. Continuously monitor these practices looking for further improvements or efficiencies, as required, working with both Digital and Operational leads.

· Responsible for all deployments and infrastructure changes to production environments in a controlled, automated and auditable manner, aligning to Dev Ops processes

· Responsible for securing all assets within the IT domain and aligning to Minster’s defined security framework and policies.

· Maintain and implement governance, security policies, and technologies to safeguard the business operations (and secure IT assets) from cyber-attacks and data breaches. Adopting, where appropriate, best of breed technologies to eliminate user and system breaches.

· Lead the IT response to audits, due diligence, data protection impact assessments. Manage and maintain the IT risk register and key control certifications.

· Manage the Business Continuity Process to always ensure availability of key IT systems and services.

· IT supplier and contract management to ensure Minster receives the expected levels of service from third party providers and maximise efficiency across all IT spend.

· Manage the IT budget and track spend across the IT function, owning the procurement process and ensuring timely processing and payment of invoices.

· An advocate of driving success through people management, process excellence, quality & risk management by leading and coaching the teams.

· To undertake any other tasks as deemed relevant and reasonable by the business.

Key Performance Indicators

Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. In addition, you will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support.

Person Specification

Essential

· Extensive experience in managing infrastructure and service desk teams with a focus on coaching, mentoring and individual and team development.

· Extensive technical infrastructure knowledge covering virtualisation, O365, Networking, Azure, AVD (or equivalent VDI), SaaS and PaaS-based applications and Microsoft Stack

· Proven experience in IT service delivery with an understanding of service management frameworks, e.g., ITIL.

· Knowledge and awareness of information security best practice and alignment to industry recognised frameworks; ISO27001, Cyber Essentials Plus, PCI-DSS, GDPR, DORA, etc.

· Extensive experience in the management of deploying and supporting in-house developed applications working closely with DevOps and development teams

· Demonstrable experience in managing in-house and remote teams with the ability to create energy and drive

· Strong stakeholder management and influencing skills, including 3rd party/supplier management

· Strong understanding of security products and the cyber threat landscape

· Robust and tenacious. An ability to clearly and calmly deal with changing circumstances and challenging situations to maintain Minster’s overall goals, whilst still achieving objectives.

· Proven operational experience within a software-driven environment, using a modern change and release approach to manage rapid, secure deployment

· Experience of managing change, a change management function and change advisory board (CAB) processes

· Significant communication and presentation techniques to ensure delivery is appropriate for the audience who will differ in terms of seniority, understanding, background, experience etc.

· Demonstrate a sound understanding of the role IT plays within the business / wider legal sector

Desirable

· A Degree or professional qualification in IT or demonstrable equivalent experience

· Experience of managing an Application Development Teams

· Experience of managing a Test function

· Azure, ITIL, or similar, relevant qualifications

· Certified Information Security Manager or significant security experience and awareness

· Experience of leading an organisation through a certification process such as Cyber Essentials Plus, ISO27001, ISO22301.

· Strong interpersonal skills to be able to analyse situations against the bigger picture.

· Meticulous attention to detail

· Knowledge and awareness of project methodologies - Agile, Prince2, MSP

· Robust - able to deal with changing circumstances/challenging situations whilst still achieving objectives.

· Team Player and acts as a role model to your colleagues, working together to achieve business and team goals.

· Take opportunities to develop and stretch yourself and be passionate about developing your career at Minster Law.

Personal Development

There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within Minster Law.

Salary Information

The annual salary range for this role is: £65,000 - 70,000.

Equal Opportunities

Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.

We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.

Final note

The Recruitment Team at Minster Law would like to thank you for applying for Employment with us. Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.

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