Overview
Role: IT Services & Product Manager
Location: Islington
Salary: £60,000 + Bonus
Reporting to:
Overview
The IT Services and Product Manager will be responsible for ensuring a working BAU environment for all systems from an IT perspective, through Supplier Service Reviews, managing releases of SaaS/PaaS/IaaS product upgrades, and relevant firmware and hardware upgrades. By adhering to product and supplier roadmaps and organising and attending regular system reviews with internal customers, the IT Services and Product Manager will be responsible for implementing new features in conjunction with our partners and infrastructure, and working to leverage existing functionality for the purposes of the business, within timeframes agreed with the various business stakeholders and approved through an internal Change Board.
To further the role, the IT Services and Product Manager will need to provide technical 3rd line support and BAU support documentation, with training for the IT 3rd Line Support Analyst and the separate 7-day One Call Shared Services helpdesk, with assistance from the IT 3rd Line Support Analyst where appropriate, and develop strong relationships with supplier contacts at all levels to provide an escalation route in the event of P1 or P2 incidents. As part of regular support duties, the IT Services and Product Manager will undertake regularly scheduled BAU tasks to test IR processes within the company as well as in partnership with suppliers, and ensure that systems access periodically reviewed, and be responsible for ensuring an up to date and accurate asset register of IT equipment across the estate.
Where appropriate, the IT Services and Product Manager will be required to provide out of hours escalation support to the business, and to support their line manager in maintaining IT overview documentation and policies and BAU technical requests.
Key responsibilities:
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Understand and schedule product and infrastructure upgrades and maintain existing standards, both through internal customers and suppliers
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Organise and lead quarterly reviews with internal stakeholders to review existing systems used across the business and ensure relevant access and documentation is maintained in line with outcomes
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Preparing for upcoming releases and product roadmaps for systems and supplied services, and implementing with internal stakeholders
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Organise and perform regular service reviews with suppliers to ensure smooth BAU support
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Work with IT 3rd Line Support Analyst to provide 3rd line support to internal teams and provide cover for BI aligned processes
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Maintain Support documentation for internal teams and internal customers in line with product releases and updates
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Be primary point of contact during office hours for escalation of P1 and P2 events related to systems and infrastructure, and work with the wider IT team to provide out of hours escalation on a weekly rota’d basis
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With IT 3rd Line Support Analyst, maintain hardware stock through ordering and within budget
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Work within the wider IT team to implement estate wide technical requests as deemed necessary
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Regularly review and circulate IT policy documentation, such as security policies and system maps
Requirements:
Experience and Technical Skills
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Microsoft Windows, Server and Active Directory
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Microsoft Office 365, M365 Azure and Microsoft Entra ID
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General IT infrastructure (hardware, databases, operating systems, local area networks, WAN, etc)
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Experience of help desk procedures and change management processes, and running access control
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Experience managing supplier contacts and escalations
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Familiar with wider network management, such as firewalls, routing and VPNs
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Familiar with API and SFTP setup and management
Interpersonal Skills
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Analytical thinking – acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
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Attention to detail – applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
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Information acquisition – well developed analytical and problem-solving capabilities in identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
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Customer focus – understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions
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Oral and written expression – communicating effectively by word of mouth and in writing.
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Strong time management responsibility and project management skills
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Good communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical staff
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Experience working with stakeholders within various levels of a business and providing a holistic overview of processes and how they may impact various areas of the business
Desired
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EPOS Environment experience, covering hardware, till software, Stock & finance systems, preferably Comtrex Enterprise
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An understanding of Workforce Management Systems, covering shift and personnel management, preferably Fourth Hospitality
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A knowledge of SQL and similar database management languages
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Intune, Microsoft Security and Protection and Microsoft Defender experience
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Switch, WiFi management experience, with experience of management portals such as Meraki and Unifi
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Helpdesk management tools, such as Atlassian Jira Service Management or Concerto
Location: Prezzo – IT Services and Infrastructure
Salary: £60000.00 per annum
