IT Director - Service Management and Operations

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Who we are

Lionfish is a highly private, managed services and data centre hosting facility. We offer an array of different products and services including cloud, co-location, CDN, managed security and many other ‘as a’ services.  Our business is made up of diverse, highly skilled people who enable our customers and their businesses by matching the right solutions to their technology needs.

We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes. Our forte lies in the diversity of our skills – and that comes from the diversity of our people.

We are committed to being a diverse and inclusive workplace, where we all learn together, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof), and programming language preference. As an equal opportunity employer, we offer a friendly, supportive working environment for all. It’s a place where you can try new ideas, take risks, and enjoy the support to move Fearlessly Forward.

Your mission

The IT Services Group is at the heart of the value chain for Lionfish.  Our team which consists of Product, Core Engineering, IT Services, Support and Architecture are a tight knit operating unit where excellence is the standard..

Working collaboratively with the Senior Director of IT, you will provide leadership to all aspects of IT Service Management and Operations including managing people, projects, technology and process.  This position will ensure all service levels are maintained, including a high degree of system up-time, coupled with a demonstrated ability to deliver change and projects within time, scope and budget.  

The successful Director of IT Service Management and Operations will build and lead technical and engineering teams and service management and operations teams consisting of managers, specialists, contractors and third-party vendors. For this, you will need excellent service management and operations experience, technical knowledge, interpersonal abilities and strategic vision.

What you'll do

  • Lead and develop all aspects of IT Service Management and Operations (ITSMO) including the management of people, projects, technology, and processes
  • Responsible for planning and design of all IT Services needed to support Information Technology including data centre facilities, telephony, conferencing, telecommunications, network, storage, databases, server and desktop systems, collaboration technologies and cloud platforms etc.
  • Manage and resolve challenges with executing tactical initiatives and maintaining strategic direction
  • Develop, implement and improve IT Service Management and Operations processes and systems to meet the rapidly growing needs of the organization and its customers
  • Lead the planning and development of IT Service Management and Operations Management teams and capabilities to support all IT Service Management and Operations processes and systems
  • Liaise with customers, business units and other Lionfish Teams where necessary to ensure that the IT Service Management and Operations team delivers all the services and systems required in accordance with agreed contracts and service levels
  • Lead the planning and provisioning of infrastructure to support business application environments, on-going operations and capacity management activity
  • Liaise with business units, application development, and architecture teams in the planning and sizing of infrastructure supporting new applications.
  • Lead resolution of all IT operations and infrastructure issues act as the final point of escalation
  • Provide growth and career development of all ITSMO staff
  • Participate in technology / project planning sessions, and work with ITSMO Managers and Project Managers to ensure on-time implementation of infrastructure solutions
  • Lead the execution of appropriate change management solutions to minimize downtime on production systems
  • Facilitate communication between ITSMO teams and the other business units
  • Oversee implementation of asset management and system monitoring policies and procedures
  • Ensure all Information Technology adheres to applicable disaster recovery and business continuity policies, as set by Executive direction
  • Accountable for all decisions made, operational issues and personnel matters within ITSMO

What you'll bring

  • 7 - 10 years’ experience leading an international technology team that spans multiple jurisdictions
  • Proven experience of developing high performing IT Service Management and Operations capabilities
  • Deep knowledge and experience of successful application of ITIL and other IT Management frameworks to standardize and optimize IT Service Management and Operations processes
  • Knowledge of wide variety of technology and infrastructure components including servers, networking, storage, databases, operating systems and various hardware.
  • Proven management of high-performance teams
  • Experience reporting and communicating with executives and all levels within the business
  • Demonstrated ability to convert technical details into business terms and vice-versa
  • Proven project management and time management skills
  • Excellent interpersonal, organization, and communication skills
  • Demonstrated business skills, being able to effectively build internal and external relationships including management of the vendor relationship lifecycle
  • Strong negotiation and conflict resolution skills
  • Ability to recruit, motivate and lead a team
  • Experience managing a 24/7 operation that spans multiple time zones

What's in it for you

  • Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge tech
  • Attractive salary and customisable benefits package
  • Flexible working hours and ways of working
  • Contemporary and accessible office environments with a range of workplace perks
  • Six weeks’ paid leave for every four years of service
  • Being part of a team with a forward-looking, international mindset and agile working practices
  • A friendly, inclusive and multicultural environment (we are made up of over 35 nationalities, speaking almost 30 languages)
  • Wellbeing programmes, learning and personal growth opportunities
  • A range of employee events throughout the year, including team building activities, Learning Labs, Hackathons and Designathons
  • Opportunities to shape the tech community within and outside of the company, through mentoring and knowledge-sharing

    Additional information

    • Remote status

      Flexible remote

    We usually respond within three days

    Or, know someone who would be a perfect fit? Let them know!

    W1F 7TF
    W1F 7TF London Directions View page


    Calle Severo Ochoa, 16
    29590 Málaga Directions View page

    Our culture

    We’re lucky enough to have a home in two of Europe’s best tech cities – London and Malaga – and are proud of our diversity. Our Inventors represent over 40 different nationalities and almost 30 languages.

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