IT Service Operations Lead
// Role Summary
Lead IT Service Operations and manage a team of Support Engineers to ensure high-quality service delivery for critical engineering software solutions. Drive operational excellence, collaborate with stakeholders and vendors, and contribute to a cohesive and efficient support function.
// Key Responsibilities
- Oversee day-to-day IT service operations and manage service delivery.
- Lead a team of six Support Engineers in supporting engineering software solutions.
- Collaborate with IT partners, stakeholders, security, and external vendors.
- Monitor, manage, and improve IT service delivery processes (incident, problem, change management).
- Support system upgrades, deployments, and operational changes.
- Opportunity for formal development through ITIL Foundation training and vendor-led training.
// Role Specification
About the Role
As an IT Service Operations Lead, you will be responsible for overseeing the day-to-day IT service operations, managing service delivery, and ensuring that our systems, infrastructure, and support teams effectively meet business and user needs. You will work collaboratively with IT partners, stakeholders, security teams, and external vendors to maintain a high standard of service quality and drive operational excellence.
You will play a pivotal role in supporting a diverse range of commercial off-the-shelf products used across various engineering disciplines and multiple projects. This leadership position involves managing a team to ensure the full lifecycle of support, from initial incident intake through to resolution.
Core Duties
- Monitor, manage, and enhance IT service delivery processes, including incident, problem, and change management.
- Collaborate with IT project teams and business units to support system and software upgrades, obsolescence management, deployments, and operational changes.
- Engage with application business owners, subject matter experts, and Business Analysts to understand requirements and develop relevant Service Definitions and Service Design documentation.
- Support Operational Readiness Reviews (ORR) and Global Cyber Security Standard (GCSS) reviews.
- Report on IT service performance, risks, and operational issues to senior management.
What You'll Bring
- Proven experience in IT service management.
- Exceptional knowledge of ITIL Foundation Version 3 or Higher.
- Ability to effectively balance multiple priorities and adapt to a dynamic environment.
- Previous experience working within a highly secure IT environment.
- Good knowledge of Service Design and Transition.
About the Team
Joining the Digital Engineering Service Management team means you will have the opportunity to lead a group of six Support Engineers. This team is dedicated to supporting a range of engineering software solutions, managing the entire lifecycle from incident intake to resolution. The role offers significant exposure to both internal stakeholders and external suppliers, empowering you to play a crucial part in shaping and reinforcing a cohesive and high-performing support function. You will have the chance to enhance and evolve the existing support framework, contributing to the development of a well-structured, efficient, and collaborative team environment.
Growth and Development
This role is designed with your professional growth in mind. It includes formal development opportunities such as ITIL Foundation training, comprehensive vendor-led training across supported toolsets, and additional learning opportunities. This environment fosters continuous learning, enabling you to build an extensive knowledge base while developing both technical expertise and leadership capabilities, making it an ideal platform for long-term career progression.
Location
Warton, on site, with some flexibility dependent on business needs. We offer a range of hybrid and flexible working arrangements – please speak to your recruiter about the options for this particular role.
Security Requirements
Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must, as a minimum, achieve Baseline Personnel Security Standard (BPSS). Many roles also require higher levels of National Security Vetting, where applicants must typically have 5 to 10 years of continuous residency in the UK, depending on the vetting level required for the role, to allow for meaningful security vetting checks.