Senior IT Infrastructure Manager - VIP Support

at  Transport for London

Organisation - Customers, Communication and Technology
Job - Technology Service Operations
Position Type - Full Time
Salary: £58,000 - £63,000 Plus fantastic benefits
Location: North Greenwich, London (50% office Attendance Model)
UK Sponsorship available, although candidates are responsible for their own application fees.

KEY ACCOUNTABILITIES:

• Visiting senior managers (Directors or above) within the offices in scope to help with issues with their IT set up & performance.
• Able to support senior, or ‘all staff’ meetings from a technical side as well as from a planning side. Lending expertise to meetings and events e.g. such as Cyber-Fest & Executive Board Away Days.
• On demand support to aid investigations related to a complex IT fault or to support a key department &/or user.
• On demand support for Reasonable Adjustment users, providing a more hands on and personalised service when requested.
• Available to carry out Microsoft Executive coaching, training and upskilling sessions to senior management and their departments.
• Available to assist in leveraging Microsoft o365 tools to drive digital transformation, utilising o365 products like Teams, OneNote, Loop, Planner, and OneDrive to assist in championing new ways of working.
• Act as an Subject Matter Expert to aid the business in delivering technical solutions and training.

KNOWLEDGE, (E=ESSENTIAL, D=DESIRABLE)

• In depth knowledge of Technology and Data Services or equivalent. (D)
• Demonstrable knowledge of IT Service Management toolsets and processes. (E)
• Awareness of the meaningful national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act. (E)
• IT Service Management qualifications desirable, such as ITIL and its practical implementation in large organisations. (D)
• Knowledge of a two or more of the following areas:- Enterprise Resource Planning, Asset Management, Revenue Collection, Document Management, ITSM, Real-Time Information, Reporting and integration technologies/systems. (D)
• In depth knowledge of Microsoft O365 suite . (E)

SKILLS

• You should have the ability to lead the interactions between suppliers, in-house teams and senior management / customers necessary to reliably deliver quality outputs. (E)
• Proficient in risk management methods and techniques for reporting & tracking risks to services. (E)
• Creative problem solving and analytical skills are key in this role. (E)
• Good ability to see opportunities and develop and implement solutions which lead to continuing service improvements. (E)
• You should have the ability to work under pressure and deliver to agreed timescales. (E)
• Highly skilled at analysing data to determine trends and patterns to proactive mitigate service affecting issues. (E)
• Communicates clearly adapting the style of communication to meet the varying audience. (E)
• Highly skilled at solving complex challenges, being able to communicate coherently throughout the process

EXPERIENCE

• Experience of working in teams delivering support in an enterprise environment of 20k plus users. (D)
• Worked as a senior member of a technical or service delivery team, acting as a technical or service authority. (D)
• Provided technical advice to management team, relating technical terms to non-technical people and senior management with ease. (E)(
• Demonstrable experience of developing customer-focused outputs. (E)

As a Senior Infrastructure Engineer, you will be working in Service Operations within TfL’s Technology Service Operations (TSO) department. Service Operations is responsible for supporting the management and ongoing delivery, performance and key IT service management lifecycle functions for the entire TfL business inclusive of external partners, namely the GLA group and London Transport Museum.
Within this role you will be supporting a number of VIP’s including TfL’s executive group as well as the Mayor’s office providing IT support, training and guidance.