Siena Partnership
Interim IT operations Manager
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About the Role
I'm partnered with a PE backed Insurance business and seeking an experienced Interim IT Operations Manager to provide operational leadership during a period of transition. This is a hands-on leadership role focused on maintaining business-as-usual (BAU) IT operations, ensuring stability across the service desk and service delivery functions through to year-end.
This is not a transformation or strategic technology leadership position. Instead, the successful candidate will be a pragmatic operator with strong IT operations and service management experience, capable of leading day-to-day support functions, driving operational discipline, and managing critical incidents in a fast-paced environment.
Key Responsibilities
- Lead the day-to-day operation of the IT Service Desk and Service Delivery teams.
- Ensure the consistent delivery of high-quality IT support services across the business.
- Manage approximately 10 team members based across the UK and Dublin.
- Oversee ITIL-based service management processes, ensuring adherence to operational standards and best practice.
- Take ownership of Major Incident Management, including the coordination and resolution of Priority 1 and Priority 2 incidents.
- Act as the central point of coordination between internal teams and third-party vendors during operational incidents.
- Monitor service performance, workload, and ticket management to ensure service levels are maintained.
- Drive operational governance, reporting, and continuous improvement within the support function.
- Provide clear communication and escalation management to senior stakeholders during service-impacting incidents.
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Key Deliverables
- Maintain stable and effective BAU IT operations throughout the interim engagement.
- Ensure the Service Desk consistently meets agreed service levels and operational KPIs.
- Improve the management and governance of P1/P2 incidents, reducing resolution times and improving stakeholder communication.
- Establish effective operational oversight of the support and service delivery teams.
- Ensure vendors are coordinated effectively during incident resolution.
- Deliver a smooth operational transition through the year-end period.
Required Experience
- Proven experience leading IT Operations, Service Delivery, or IT Support functions within a mid-sized or enterprise environment.
- Strong operational leadership experience managing Service Desk teams.
- Demonstrable expertise in ITIL service management processes.
- Significant experience managing Major Incidents, particularly Priority 1 and Priority 2 events.
- Experience managing geographically distributed support teams.
- Comfortable working in highly operational, hands-on environments where immediate delivery is critical.
- Previous interim or contract leadership experience is advantageous.
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Technical Skills
- Strong understanding of ITIL frameworks and operational service management.
- Experience using Jira Service Management or comparable ITSM/helpdesk platforms.
- Familiarity with service desk reporting, ticket management, SLAs, and operational KPIs.
- Experience coordinating third-party vendors during live operational incidents.
- ServiceNow experience is not required.
Leadership & Personal Attributes
The successful candidate will demonstrate:
- A pragmatic, delivery-focused approach.
- Strong operational decision-making under pressure.
- Excellent incident management and stakeholder communication skills.
- The ability to lead from the front and remain close to day-to-day operations.
- Strong people management experience with a collaborative leadership style.
- A calm, organised approach during critical service incidents.
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