This is a very exciting time to join Bell Integration. The Delivery & Operations organisation is transforming the way in which services are delivered, with Client Advocacy and Operational Excellence at the heart of everything we are doing. Within the Service Operations function, we need an experienced Senior Operations Lead to help support the Service Operations Director and the wider Departmental Leads in an exciting opportunity of transforming the capability while keeping the lights on. The ideal candidate must have strong outcome-based experience of running live services, with specific experience of ITIL Service Management operations, identifying and driving opportunities to transform across people, process and tech in a fast-paced MSP environment, and working across collaboratively with Service Desk Operations and across organisational boundaries to achieve the desired outcomes.

• Operational Leadership: helping manage the day-to-day ITSM operations, serving as an escalation point for complex incidents and service management challenges.
• Strategic Direction: Helping drive the Service Operations Vision, maturing processes, and aligning IT services with organisational goals.
• Performance Management:Monitoring service quality, enforcing service levels (SLAs), and reporting on key performance indicators (KPIs).
• Team Leadership:Leading and upskilling service support staff, promoting a culture of high performance and continuous improvement.
• Process Improvement: Implementing best practices (such as ITIL), improving IT service quality, and increasing efficiency through automation and standardised processes.

Key Requirements:

• Experience:Demonstrable outcome-based leadership and transformation experience in ITIL Service Management Operations, coupled with wider IT service operations, delivery, support, and service desk capabilities in a fast based MSP environment.
• Certifications:ITIL certification (e.g., ITIL Foundation or ITIL Expert) is highly desirable to demonstrate a strong understanding of best practices.
• Technical Knowledge:Familiarity with ITSM tools, service desk tooling, incident management, and often a background in IT infrastructure or technical operations.
• Leadership:Strong leadership, people development and management, communication, and stakeholder management skills 

Desirable Skills:

• Experience with ServiceNow or similar IT service management tools.
• Project management certification (e.g. PRINCE2, PMP).
• Understanding of cybersecurity principles and practices.