Job Title: Head of Technology & Data

 

About Us

BGIS is a global leader in technical integrated building facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions. 

At BGIS, we believe there is always a better way. We seek out opportunities, encourage change and cultivate success. Our people are passionate individuals who solve problems through diverse ways of thinking and innovation to create places that work now and for the future. 

We operate in different sectors ranging from high rise, critical environments, distributed portfolio and financial sectors. Innovation is at the centre of everything we do, as a result, you will get to work on exciting and complex challenges along with an exposure to cutting-edge technology around smart system integration and AI.

We are committed and invested in creating an impactful change. We work relentlessly to implement sustainable practices throughout our business by promoting environmental awareness in everything we do. As we continue to build a better future, our dedication remains focused on powering a better tomorrow for our clients, communities, and planet.

 

JOB DESCRIPTION

Job Title                            IT Operations Manager

Reporting to the Professional Services Director UK

 

Purpose of Job

The IT Operations Management forms part of the Professional Services Department and serves a focal point to BGIS UK (supporting 650 users) operations ensuring operational hardware and software for the business is maintained at an optimum level with less or no impact to the productivity of the business. IT Operations Manager will lead the business IT strategy and the service model and contributes proper selection of technologies by providing information on advanced and appropriate technology, systems analysis and software acquisition.

The IT Operations Manager will lead the in-house support team providing L1 and L2 support whilst working closely with the Global IT department ensuring organizational policies and compliance framework are adhered.

As the IT leader, the role plays a pivotal role in managing the vendors providing IT services to the business ensuring the appropriate standards and response time are met.

The team also plays an active role in the building and upgrading of the skills and knowledge of staff in the use of computers and relevant software applications as well as supporting a network of desktops, servers and associated printers and peripherals.

 

Key Responsibilities

 

Complete oversight of BGIS UK IT operations strategy. Managing incident and servicerequest on theBGIS ISM Portal. Provide leadership and supervision to the IT Service Desk team, ensuring that appropriate skilled resources are in place to meet required service levels. Provide Cisco & HP Switches, Firewall and Routers support and administration. Implement policies/standards to improve the quality and efficiency of support services based on ITIL methodology. Work with the Service Desk team to set SLA criteria for the availability and performance of the IT infrastructure. Responsible for day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD) and system backups. Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tools such as Outlook and MSOffice. Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery. Develop and lead the replacement of infrastructure at end of life Responsible for Hardware and Software asset inventory on in-tune and managing the stock level to continuously improve end user experience. Maintains a schedule of formal service reviews with key stakeholders and management of the key 3rd party providers who provide the IT operational service. Identifies opportunities to simplify IT Service Desk operations through continuous improvement initiatives. Manages the performance objectives and professional development of the Service Desk team including the initiation, monitoring, review and validation of individual training and development plans in line with organizational and business requirements. Maintains and constantly improves server and network performance, reliability and security in line with BS 7799 / ISO 27001 and best practice. Lead the role-based hardware standardisation model and ensure appropriate governance processes are in-place for hardware return. Continuously improve existing on-boarding and off-boarding process with aim to provide exceptional end user experience. Lead contract mobilisation from an IT perspective in a timely manner. Performs any other duties as may be required from time to time.

 

Key Ownership and Deliverables

 

IT strategy for the UK Operations along with standardisation of service delivery to the business. Responsible for UK IT service desk, ensuring high level of service delivery are maintained across the business. Working closely with the global IT team and ensure business processes and procedures are adhered. Responsible for IT related business communications and high-level end user training. Responsible for end -to-end management of hardware and software assets. Monitor and provide SME support to Professional Services Director around IT operations and service strategy. Production and updating of training guides and process maps for the IT servicedesk. Responsible UK Change Advisory Board (CAB) for all IT transformational programmes. Identify process gaps and areas of opportunities for cost reduction without impacting business operations or productivity. Manage strategic and tactical relationship with the 3rd party vendor. Lead all IT transformational programmes for the business.

 

Reporting Lines and Budget responsibilities

Reporting to the Professional Services Director UK. Dotted line to Global IT director. Working collaboratively as part of the Canada IT support teams. This post carries IT budgetary responsibility. The post holder will have direct reporting staff at this time.

 

Person Specification Education

Degree in IT or related discipline ITIL Service delivery manager qualifications MCSE + Security Prince2 foundation certified (Desirable) Citrix Certified Administrator (CCA) - (Desirable) CISCO Certified (Desirable)

 

Skills / Knowledge Functional

In depth ITIL Knowledge At least 5 years’ experience of managing a similarly sized team. 3 years of appropriate experience supporting IT infrastructure and service delivery, preferably with a medium size organization. Good understanding of Server & desktop hardware/ operating systems, networks, firewalls and load balancers, telecoms, etc. A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies. A very strong customer orientated approach with a delivery bias. Ability to prioritize and allocate resource/effort appropriately. Experience of working with 3rd party service providers. Proactive team player.
 

Technical

In depth knowledge of Active Directory (Design, Security and Administration) In depth knowledge of Messaging (MS Exchange, Archiving, Unified Communications) In depth knowledge of Networking technologies and concepts. Good understanding of VMWare 5 / Hyper V. Good understanding of ISO 27001 standards and framework. Good understanding of Cloud and mobile technology. Good understanding of PowerShell scripting (Desirable). Exposure to MS SharePoint. In depth knowledge Laptop and mobile device configurations. In depth knowledge in-tune and administration. Good understanding on networking and installations.

Leadership

Strong interpersonal skills, able to communicate across a broad spectrum of users. Exposure to MS SharePoint. Excellent people management. Strategic thinker and a thought leader. Excellent oral, written and presentation communication skills. Ability to manage through organizational change.

 

Character

Enthusiastic and Positive Committed to the delivery of excellent customer service Able to make sound decisions when needed A team player, able to work with BGIS and clients’ representatives at all levels. Must demonstrate a strong sense of focus. Reliable and self-motivated, able to prioritize demands and work under pressure

Circumstances  

Must be flexible in their working patterns. Although primarily based in our London offices there will be travel to our sites and client sites throughout England.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success!