Nigel Wright is thrilled to be retained as Newcastle United's recruitment partner, in what are exciting times, as the club embarks on a period of significant new investment across the organisation. With increasing expenditure across IT, they are now looking to recruit the new role of an IT Operations Manager.

The Role

Leading and managing a small but growing Systems Operations team, you will act as the escalation point for incidents, determining and coordinating the best way to resolve them, manage 3rd parties, as well as work with internal stakeholders across the business to evaluate how IT can best assist users. You will be responsible for maintaining and monitoring the Club’s IT Systems and Network Infrastructure, implementing new systems and services in line with the Club’s technology roadmap, as well as deputising for the Head of IT when required.

Specifically, you will:

  • Develop the Club’s IT systems and infrastructure, and associated policies, working collaboratively with the Head of IT to ensure effective delivery and commercial success.

  • Provide recommendations to the Head of IT on upgrades and development/continuous improvement in relation to systems and software whilst ensuring the environment is supported and maintained.

  • Manage and mentor the IT Systems Operations team, ensuring an effective operational plan and objectives are in place, collaborating with the IT Support Team when necessary.

  • Devise IT Systems Operations team reporting structure and frequency, tailoring to respective audiences

  • Act as the first point of contact for the Club’s IT Systems provision, ensuring robust oversight so that service levels are met, policies are complied with and the Club’s systems are highly available.

  • Contribute to departmental budget; making recommendations in relation to IT systems and infrastructure based on specialist knowledge of industry direction and best practices.

  • Robust account management of third-party suppliers, ensuring projects and kit are delivered on time and/or within SLAs and to specification; or that faults and incidents are followed up and resolved.

  • Develop and implement robust reporting and monitoring arrangements for the IT team, working collaboratively with stakeholders and the IT Support Manager to develop service level agreements and holding the IT SysOps team to account.

  • Review and contribute to organisational procedures and policies relating to IT systems and software;

  • Liaise with Heads Of and key stakeholders to develop long-term systems and service plans, identifying technology needs within departmental plans

  • Under the direction of the Head of IT, develop a clear and consistent IT communications approach to the wider business.

  • Work collaboratively with the Head of IT and Head of People & Talent and using insights gained from IT SysOps team, develop IT training and guidance support for the business, including online materials, bite-sized learning sessions and external resources where necessary.

  • Develop the IT SysOps team through coaching and mentoring, identifying and supporting training requirements

  • Work closely with the Head of IT to analyse and plan for future technologies which can be advantageous to the business

  • Cover home matchday IT operations on a rota basis in conjunction with the IT Support Manager

The Requirements

With an infrastructure background, you will possess people management experience from either performing a similar or Team Lead role. With up-to-date knowledge of technology, you will have:

  • The ability to work under pressure to resolve faults and incidents;

  • Experience in working with 3rd parties

  • Excellent communication skills with an ability to document processes and procedures for consumption by the IT team;

Any experience using a ticketing system to report on IT service levels and performance, as well as an awareness of IT Security best practices and policies, will be beneficial. Most importantly, you will be a self-motivated individual who is able to take ownership of issues and be a great problem solver.

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