Information Technology Operations Specialist

THE ROLE

We are seeking a Technology Operations Coordinator to join our worldwide Technology and Digital Services team (TDS). Reporting directly to the Head of Operations and Infrastructure, this role plays a vital part in supporting the administration and smooth operation of our technology solutions.

You will help maintain and improve procedures that support technical operatives, ensuring timely and effective responses to support requests. Your contribution will be key to delivering service excellence and maintaining the smooth running of the company’s Information Technology department. Additionally, you will provide essential administrative support to both technical staff and management, helping to coordinate tasks, maintain documentation, and uphold operational standards.

KEY RESPONSIBILITIES

The successful candidate will work closely with the Operations & Infrastructure, Design & Engineering, and Data & AI teams to ensure that all day-to-day IT operational activities are carried out efficiently and reliably. This includes a wide range of clerical and administrative duties, such as responding to and actioning helpdesk issues and supporting the management of IT service requests through our ITMS (FreshService) platform this will be an integral role in the TDS team:

• Operational Support: Ensure all day-to-day IT operational activities are executed reliably and on time, supporting the delivery of service excellence across the business
• ServiceDesk Administration: Respond to and action helpdesk issues, ensuring timely resolution of support requests submitted via the ITMS (FreshService)
• Process and Policy Management: Maintain and improve procedures that support technical operatives, helping to optimise workflows and reduce response times
• Collaboration: Liaise with cross-functional teams to support the implementation and maintenance of technology solutions
• Administrative Support: Provide clerical and administrative assistance to technical staff and management, including documentation, scheduling, and reporting
• Service Quality: Contribute to the continuous improvement of IT services by identifying inefficiencies and proposing enhancements.

SKILLS & COMPETENCIES

To be successful in this role, you will demonstrate experience in the following:

Vendor Management

Creating and maintaining a good relationship with suppliers.

• Maintain list of IT Suppliers
• Document Vendors on FreshService
• Any contracts or products be listed.

Contract Management

Contracts and Subscription management, involving negotiation administration and renewals.

• Domain management
• Licence management
• Subscription management
• Software
• Procedures
• Software onboarding.

Asset Management

Maintain Asset register.

• In stock Items
• Items Issued
• Frequently bought Items
• Train Staff to complete asset entry
• Issue and retrieve assets
• Carryout Annual Hardware audit.

Procurement Management

• Purchase Order management
• Coordinating IT Onboarding Process (purchase kit, assign resource, delivery)
• Receive goods and add to Inventory
• Create Purchasing Process Map.

Finance

• Credit Card: expense reports
• Add invoices to Credit Card Expense Reports
• Invoicing: check and approve
• Budget exports.

ServiceDesk

Reporting

• Establish baselines
• Quarterly Reporting
• Task Management
• SLA management.

Procedure Management

• Maintain Procedures
• Recording changes and sending notifications.

Our values: be a leader, build trust, be responsible, be innovative and ‘bring your alpha’.

EXPERIENCE & QUALIFICATIONS

• Be an accomplished administrator – able to seamlessly and efficiently get diverse tasks to align in pursuit of technical excellence
• IT Management Systems experience
• Have excellent communication and stakeholder management skills
• Be able to design draft and communicate process documentation that is user friendly and fit for purpose to both technical and non-technical audiences
• Have an organised, systematic approach and great attention to both quality & detail
• Be a self-starter, able to manage and prioritise their own workload - collaborative with a global team
• Have a desire to continually improve, learn, and strive for excellence in a dynamically changing global environment
• Knowledge of any of the following would be advantageous: Microsoft Office, GDPR, ITIL
• The right to work in the UK or Italy.

WHAT WE OFFER

• A busy role in a supportive team, with plenty of opportunities to learn.
• International scope – we operate in over 8 countries.
• Hybrid working – we will need you in the office at least twice a week, but you will normally be able to work remotely for the remainder of the week.
• Competitive base salary and annual discretionary bonus.