IT Manager - Microsoft Applications Operations

at  Mott MacDonald

IT Manager - Microsoft Applications Operations
Country: United Kingdom
Position Location: Newcastle, United Kingdom
Contract Type: Permanent
Work Pattern: Full Time
Sector: Corporate services
Discipline: Information technology
Job Ref: 4125
Recruiter Contact: Nikki George
Working closely with the IT Operations Centre Management, the Microsoft Applications Manager will oversee the day-to-day operation of the 3rd line IT Support Service for application specific items.
This role will be based in one of our Global IT Operations Centre based in Newcastle. The Microsoft Applications Manager will play a pivotal role in ensuring that our application support employees are fully focused on maintaining high level customer service while adhering to Mott MacDonald’s policies and procedures.

Key duties and responsibilities include:

• Microsoft Applications Knowledge: An understanding of Enterprise Microsoft Applications, including their architecture, modules, and functionalities.
• Problem-Solving Skills: Analytical Thinking: Ability to analyze complex issues, identify root causes, and propose effective solutions.
• Incident Management: Knowledge of ITIL methodology. Proficient in handling incidents, prioritizing tasks, and resolving issues promptly.
• Stakeholder Management: Excellent communication skills to interact with business users, 4th line IT teams, and vendors. Work closely with the wider applications teams helping to define support requirements and improvements to service across Business Applications.
• Vendor Coordination: Ability to collaborate with Microsoft and other vendors for support, upgrades, and enhancements.
• Service Improvement: Review and collate incident analysis and service review activities to feed into service improvement initiatives and identify continual service improvements and automation.
• Leadership and Team Management: Managing a team of Microsoft Application Support analysts, assigning tasks, and ensuring productivity.
• Motivational Skills: Inspire and guide team members to achieve goals and maintain a positive, collaborative work environment.
• Customer Service: Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication within the agreed SLA’s.

EQUALITY, DIVERSITY AND INCLUSION

We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

• Microsoft Applications Knowledge: An understanding of Enterprise Microsoft Applications, including their architecture, modules, and functionalities.
• Problem-Solving Skills: Analytical Thinking: Ability to analyze complex issues, identify root causes, and propose effective solutions.
• Incident Management: Knowledge of ITIL methodology. Proficient in handling incidents, prioritizing tasks, and resolving issues promptly.
• Stakeholder Management: Excellent communication skills to interact with business users, 4th line IT teams, and vendors. Work closely with the wider applications teams helping to define support requirements and improvements to service across Business Applications.
• Vendor Coordination: Ability to collaborate with Microsoft and other vendors for support, upgrades, and enhancements.
• Service Improvement: Review and collate incident analysis and service review activities to feed into service improvement initiatives and identify continual service improvements and automation.
• Leadership and Team Management: Managing a team of Microsoft Application Support analysts, assigning tasks, and ensuring productivity.
• Motivational Skills: Inspire and guide team members to achieve goals and maintain a positive, collaborative work environment.
• Customer Service: Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication within the agreed SLA’s