IT Services Manager

Eradicating the final barrier of global communication…
At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We’re proud that our services support thousands of people every single day, from NHS workers to global brands across the world.
Joining our team is not just a career, it’s being part of something much bigger!

At thebigword, everything we do is underpinned by our ELITE values (Excellence, Leadership, Innovation, Trusted, Empowerment) and we strive to be the best we can be in all that we do. Find out more about our values and the benefits of becoming a ‘bigworder’ here: https://en-gb.thebigword.com/about-us/career/

The Role Unveiled
Join us at thebigword as an IT Services Manager, leading seamless operations across our global IT infrastructure. In this role, you will collaborate with our Director of Group IT and IT Manager to drive technical projects and ensure the efficient delivery of IT services. Partner with business leaders to shape IS solutions, ensuring compliance with industry standards and ISO regulations. Experience a dynamic, fast-paced environment where your skills are valued, nurtured and your role will shape the future of our IT services.

Your Role in Action
As IT Services Manager, you'll oversee a spectrum of responsibilities, from proactive incident management to driving service excellence and forging strong customer relationships, you'll be instrumental in optimising our IT operations. We’re looking for someone who has a keen eye for detail and a dedication to security and compliance, you'll navigate vendor relationships, conduct root cause analysis, and collaborate closely with business leaders to align IT initiatives with organisational objectives.

The successful candidate must be comfortable and available to work from our office based in Leeds. If you're ready to make an impact in a fast-paced environment where innovation thrives, join us in shaping the future of IT services. 

• Ensure Seamless Service Delivery: Lead the day-to-day delivery of IT services, guaranteeing adherence to SLAs and KPIs for uninterrupted operations.
• Proactive Management: Take charge of incident resolution swiftly, ensuring minimal disruption and sustained productivity.
• Drive Service Excellence: Spearhead continuous improvement initiatives to enhance processes, security, and compliance measures within our Azure and Office 365 environment.
• Forge Strong Customer Relationships: Cultivate robust relationships with customers and collaborate with business units to align IT services with organisational goals.
• Efficient Vendor Management: Manage relationships with external vendors for seamless collaboration and optimal performance.
• Security and Compliance Assurance: Ensure IT services comply with stringent security standards and regulatory requirements, including ISO27001 and Cyber Essentials Plus.
• Thorough Reporting: Maintain comprehensive documentation and provide regular reports on service performance for informed decision-making.
• Root Cause Analysis: Conduct detailed root cause analysis and generate incident reports to facilitate continuous improvement efforts.
• Change Management Oversight: Oversee change management processes to minimise disruptions and ensure smooth implementation of change requests.
• Collaboration with Leaders: Work closely with business leaders to align IT systems with organisational objectives, ensuring security and reliability.
• Out-of-Hours Support: Be part of the out-of-hours escalation process when necessary, contributing to the uninterrupted flow of our IT operations.

The Perfect Match: Your Skills & Talents

• A proven background managing a portfolio of services to ensure that IT systems are secure and fit for purpose.
• At least 3 years’ technical experience and ability with capabilities built on knowledge of cloud technologies, ideally in a Microsoft Azure/M365 cloud environment.
• Previously successfully managed and delivered IT projects across IT infrastructure and endpoint management.
• Previous experience working with third-party suppliers who provide support services.
• Change and Incident Management experience.
• Previous experience with ISO27001 and Cyber Essentials +
• ITIL Service Delivery Processes
• Strong communication and written skills

Perks That Make You Smile
Our people are the key to our success so we reward them with excellent benefits and perks including:

• Access your pay as you earn it through our financial wellbeing platform ‘Wagestream,’ a tool that lets you track your earnings in real-time, access a percentage of your pay as you earn it, learn easy tips for managing your money and save straight from your pay into pots for the future.
• Generous Annual Leave Entitlement that increases with length of service.
• Healthcare Cashback Plan - Health insurance products in the UK that helps people cover every day healthcare needs by providing cashback on a range of health benefits including dental and optical.
• Discounts at over 30,000 merchants for you and up to 5 family members to save on travel, electronics, tickets, cinema, and more!
• Employee Assistance Program – 24-hour mental health support to help our team members live happier, healthier lives.
• Apprenticeships, Qualifications & Development Opportunities – You can also access 1000’s of online courses to enhance your personal hobbies and interests.
• Long-Service Awards, Wedding & New Baby Gifts
• Up to 2 Paid Volunteer Days – Take time off to give back to your local community, or a cause close to your heart.
• Equality, Diversity & Inclusion Committee, CSR Committee, and Wellbeing Committee – Cementing our dedication to being an equal opportunities employer, these valuable groups are active across our organisation, supporting in change initiatives across the business, and shining a light on these important areas.
• Discounted taste card membership.

Enjoy ‘the Brainworks’, our vibrant and collaborative office:

• Free on-site Parking
• Free Breakfast at the Brainworks.
• Zen-Den – at the Brainworks. A calm and tranquil space for prayer, relaxation, and your wellbeing
• Fun Activities – Enjoy Pool, Table-Tennis or Giant Chess along with fun and frequent events.

The Opportunity Awaits
Ready to apply? Submit your CV, we’d love to hear from you! Once you've applied, we'll keep you informed throughout the process. Note that the successful candidate must be UK-based with the right to work in the UK.

If you'd prefer to join our freelance linguist community as a translator or interpreter, email your details to wordsynk.network@thebigword.com, and we'll be in touch.
Successful applicants will undergo a basic criminal record check, with some roles requiring additional clearances or SC clearance.

At thebigword, we prioritise the physical and mental health of our global teams. We are a Level 2 Disability Confident Employer, have signed the Menopause Workplace Pledge, and are committed to the Mindful Employer Charter. Should you require reasonable adjustments for your interview or subsequent employment, please notify our Careers Team. Our mission is to welcome everyone and create inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work. To find out more about our dedication to Equality, Diversity & Inclusion, and our ED&I Committee, click here: https://en-gb.thebigword.com/about-us/edi/