Job Description:

Operations Lead Job Description

The ideal candidate will have a broad range of skills that include solid technical expertise with excellent people skills, and is a solid team player. The supported technologies would range from desktop computing, networking, infrastructure, and phone/video systems, to conference room audio video systems.

Primary Responsibilities:
Provide leadership and guidance to the IT Operation team, ensuring professionalism and responsiveness, and that the right skillsets are in place
Oversee the outsourced services to ensure quality of service
Responsible for IT operations for UK / EU region
Institute a program of continuous improvement. Work closely with the vendors and the internal support team to develop SLAs, KPIs and the metrics and benchmarks to measure against
Identify areas of focus and techniques to improve service quality and reduce the overall number of requests. Identify opportunities to enable end-users to become more self-sufficient
Establish solid working relationships across the business and within IT




Help the other IT teams identify prospects to improve their service and reliability of systems
Establish and document policies and procedures relevant to the operations

Governance and Vendor Management:
Audit Compliance.
Project Management.
Familiar with GMP and 21 CFR processes
Familiar with ISO 27001 Security Standards and enable it in live workplace.
Familiar with ITIL process and ticketing tools.

Qualifications
8+ years IT experience IT operations
Ability to demonstrate a track record of leading teams
Strong, diverse technical skills, especially in the areas related to desktop computing and voice & video
Strong analytic and problem solving skills across a range of technologies such as MS Windows, Linux, and a solid working knowledge of Microsoft Office
Experience managing/leading teams
Excellent communication, interpersonal, and leadership skills
Ability to wor

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