About the Role
An exciting opportunity has arisen for an experienced IT Production Manager to lead a Service Desk and Production Support function within a fast-paced, technology-driven organisation. This is a hands-on leadership role suited to someone who enjoys developing people, improving processes, and ensuring the stability and performance of business-critical systems.
Working closely with Technology and business stakeholders, you will take ownership of production operations, major incident management, service delivery, and the continuous development of a high-performing technical support team.
Key Responsibilities
- Lead, mentor and develop a Service Desk and Production Support team, fostering a culture of accountability and continuous improvement.
- Manage the day-to-day delivery of IT support services, ensuring service levels and operational KPIs are consistently achieved.
- Take ownership of major production incidents, coordinating technical teams through resolution and leading Root Cause Analysis (RCA).
- Drive operational excellence through proactive monitoring, troubleshooting and process improvement initiatives.
- Oversee production support across business-critical applications and infrastructure.
- Manage system certificate renewals and implement robust governance processes to reduce operational risk.
- Oversee IT asset management, including laptop lifecycle management and deployment processes.
- Coordinate production releases, infrastructure upgrades and technical changes, ensuring smooth implementation.
- Collaborate with internal technology teams and international stakeholders on operational improvements and implementation planning.
- Build technical capability within the team through coaching, mentoring and knowledge sharing.
About You
We're looking for a technically strong leader who enjoys remaining hands-on while developing and supporting their team.
You'll have:
- Previous experience leading a Service Desk, IT Operations, Application Support or Production Support team.
- Proven people management experience with the ability to coach, mentor and develop technical staff.
- A strong technical background across Microsoft technologies, including:
- Microsoft Dynamics
- Microsoft Azure
- .NET applications
- Enterprise infrastructure
- Experience using monitoring and observability tools such as Elastic, Dynatrace or similar platforms.
- Strong experience managing production incidents, Root Cause Analysis and service restoration.
- Knowledge of Windows Server environments and infrastructure upgrades.
- Excellent troubleshooting, analytical and problem-solving skills.
- The ability to thrive in a fast-moving environment where priorities can change quickly.
Desirable Experience
- Experience with MuleSoft, SQL Server or BizTalk.
- Knowledge of ITIL best practices.
- Experience supporting customer-facing production environments.
- Azure or Microsoft certifications.
- Spanish language skills would be advantageous but are not essential.
