ITIL Operations Manager

Job Title: ITIL Operations Manager

Location: Edinburgh

Salary: 57,100 + Excellent Public Sector Pension +33 days holiday

24 Month Fixed Term

About Us:

A leading UK government organisation require an ITIL Operations Manager where you'll take charge of ensuring excellence in IT service delivery. This organisation are committed to providing seamless IT services that drive operational success, and we're looking for a proactive, results-driven professional to help lead our efforts.


The Role:

In this critical position, you will oversee the operations of our IT Service Desk, working closely with the Service Desk Manager to ensure smooth, efficient, and structured service delivery. You will be responsible for implementing and maintaining ITIL frameworks, building operational structures, and focusing on service performance through detailed analysis of metrics and stats.




Key Responsibilities

• Manage and mentor the Service Desk Manager, fostering a high-performance culture.
• Oversee the end-to-end service desk operations, ensuring adherence to ITIL best practices.
• Implement robust ITIL processes for incident, problem, and change management.
• Utilise data-driven approaches to monitor performance, track KPIs, and ensure compliance with SLAs.
• Drive continuous improvement through optimising processes and identifying operational efficiencies.
• Ensure effective resource allocation and team management to meet evolving business needs.
• Collaborate with senior stakeholders to provide regular reports on performance, trends, and service improvements.

What We're Looking For

• Proven experience in an ITIL Operations Manager role, with hands-on experience in IT service management.
• ITIL qualified
• Expertise in ITIL frameworks and processes, with a strong track record in service desk operations.
• Strong leadership and communication skills, with the ability to influence at all levels.
• Analytical mindset with a focus on metrics, performance stats, and continual improvement.
• Experience with service management tools and an understanding of modern IT infrastructure.

Salary & Benefits:-

• 57,100
• An exceptionally generous pension scheme with a significant employer contribution (currently 27%) and range of options, including a tax-free lump sum at the point of retirement and injury, ill-health and life assurance benefits
• 33 days holiday
• Generous maternity, paternity, shared parental leave and adoption options, as well as paid special leave for volunteering
• Season ticket loans, cycle to work scheme, flu vaccinations and eye tests
• Access to the Civil Service Sports & Leisure, giving discounted gym membership, high street discounts, free access to UK wide attractions and a free Tastecard
• A range of wellbeing benefits, including an employee assistance programme, flexible working options and family friendly policies, regular networking events and professional learning opportunities at work
• 2 days per week in the office/ hybrid working

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.