IT Manager - Microsoft Applications Operations

Job Description

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.

Candidate Specification:

Essential:

• Experience managing people and high-performing teams.

• Knowledge of Enterprise Microsoft Applications Suite of Products.

• Experience delivering technical support in a Microsoft Environment.

• Excellent verbal and written skills.

• Exceptional customer service skills.

Desirable:

• Graduate or equivalent qualification in IT related discipline.

• Knowledge of ITIL Service Management best practices

• ITIL V3/V4 foundation certification

• Microsoft Certification(s)

• Experience of working in a global organisation.

Personal Attributes:

• Passionate about technology and learning.

• Ability to balance demands and priorities and think clearly under pressure.

• Attention to detail and a focus on quality.

• Excellent conflict resolution, communication, and collaboration skills.

• Logical and analytical approach to solving problems.

#LI - NG

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

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.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.