Job Title: IT Service Operations Manager (Infrastructure and Applications) Report to: Group Head of Infrastructure and Service Operations Location: Tara Street, Dublin (Hybrid Working) Contract: 2 Year Fixed Term, possibility of extension.
Job Purpose: The IT Service Operations Manager will lead the Service Operations team, which combines the responsibilities of the Infrastructure Support and Business Application Support teams.
About The Irish Times Group The Irish Times Group is Ireland's leading independent quality news publishing organisation.
With a history of producing trusted content, we have evolved from six-day print publishing to a seven-day, multi-platform news publisher, maintaining a market-leading position.
In addition to the iconic Irish Times, our group includes the Irish Examiner, The Echo, Regional newspapers, The GLOSS Magazine, radio stations, and digital platforms such as MyHome.ie and RIP.ie.
Main accountabilities include but are not limited to the following : Work as a key part of the Group Technology team to ensure that technology is deployed efficiently within the organisation and in line with the Group Technology Strategy.
Lead and manage the Service Operations team, assisting other technical teams and colleagues as necessary to provide world-class support services.
Conduct regular team and 1-2-1 meetings to ensure clear communication and alignment of personal objectives with the organisation's goals.
Develop training and development plans for staff in this area.
Identify suitable new and emerging technologies, develop business cases & coordinate proof of concepts.
Provide subject expertise for the print, sales and associated software applications and act as the technology owner of these platforms.
Provide technical expertise in the development of new and existing applications.
Seek, understand, and translate business operational process needs and deliver improvements enabled by technological improvements.
Develop and maintain system documentation and procedures.
Build and manage the day-to-day relationship with key software vendors.
Develop and maintain strong working relationships with key internal customers at all levels to understand their business drivers and work with them to understand requirements and deliver/promote technical solutions as appropriate.
Progress support calls and liaise with Technology staff and 3rd parties to ensure the prompt resolution of all requests.
Work with Technology colleagues to ensure that interfaces with other applications and third-party products work.
Provide emergency support outside core hours when required to ensure the continued operation of the print and e-commerce processes.
Manage and plan a schedule for the safe introduction of new releases/patches to meet service requirements.
Act as Technology project lead for relevant application projects and implementations (including replacements and upgrades) ensuring that all measures are taken for successful delivery.
Ensure change control for all relevant applications and ensure thorough System/UAT testing prior to full and controlled releases.
Ensure all changes are fully documented and colleagues trained prior to handover.
Monitor project budgets and track expenditure and resources throughout the project lifecycle.
Qualifications: Proven experience in infrastructure and application support roles.
Knowledge and experience in DevOps practices.
Strong leadership and team management skills.
Excellent problem-solving abilities and attention to detail.
Strong communication and interpersonal skills.
