IT / Technology Service Operations Manager Header Image.

IT / Technology Service Operations Manager

England Rugby

The Rugby Football Union is the national governing body for rugby union in England.

21 Jun 2022
Full Time
Closing date
5 Jul 2022

Nature and Scope:

The IT / Technology Service Operations Manager leads a service orientated, customer focused and process driven team to oversee Technology across the RFU to provide and enable the delivery of a high quality service to end users.

The IT / Technology Service Operations Manager will support the Head of Service Delivery to establish and maintain a clearly defined set of services to deliver an effective, transparent and scalable service across the RFU. The IT / Technology Service Operations Manager’s role will ensure that all aspects of the service framework is operational, SLAs are met, that there is stability in the environment and continuous improvement of services.

The post is a prominent and highly visible role within the Technology department and across the organisation, reporting directly to the Head of Service Delivery, and requires a highly professional and customer focused approach to be taken at all times.


  • Full line management responsibility of the service operations team
  • The running and day to day operation of the Service Desk and service operation function
  • The establishment, management and continuous improvement of a service management framework (i.e. ITIL) across the Technology landscape that embeds industry standard processes into the day to day service operation, to include:
    • Incident Management
    • Problem Management
    • Event Management
    • Supplier Management
    • Service Level Management
    • Service catalogue Management
    • Availability Management
    • Configuration Management
    • Service & Testing Validation
    • Release & Deployment Management
    • Knowledge Management
    • Change Management
  • Responsible for the roadmap of the service desk with a full continual improvement program
  • Reporting and presenting of KPIs including SLAs and team performance data to senior management
  • Ultimately responsible for the Change and Release cycle of all IT services within the organisation in order to minimise disruption
  • Accountability for the management and maintenance of the SKMS/CMDB
  • Responsible for bringing new services into operation in a clear and defined way, maintaining them and looking to improve working practices
  • Responsible for the day to day running of the service desk and to be part of the escalation process for troublesome tickets
  • Continually reviewing support provision to ‘non-standard’ users (Remote staff, external users, satellite sites)
  • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

Person Specification

Qualifications and Experience:

  • Demonstrable customer focused approach and proven experience of managing a diverse range of stakeholder relationships, including at senior management level
  • Demonstrable leadership skills – personal credibility and trusted leader
  • Demonstrate proven line management experience, driving a culture of personal accountability and ownership within large IT service teams, including high maturity service desks
  • Experience of internal training for continual team learning development
  • ITIL Certified with an advanced knowledge, especially around Service Operation
  • MCP advantageous but not essential
  • Advanced knowledge of Service Management tooling (RFU use Freshservice and JIRA)
  • Experience of internal training for continual team learning development.
  • Experienced in 3rd Party management and sourcing of new service requirements
  • Experience of organization wide CAB change and release cycles.
  • A working knowledge of security frameworks (PCI, ISO 27001)
  • First-hand experience in blended services Cloud/Apps/Software in a multi sourced environment (outsourced, offshore, internal delivery model)
  • Must be used to providing service models around the main Microsoft product set and O365 Cloud based solutions
  • Experience in creating, maintaining and reporting on SLAs, OLAs and KPIs

Skills and Personal Attributes:

  • Must demonstrate the highest professional standards of operation and service
  • Must be an ambassador for the Technology department, working across the business to provide effective communication on Technology matters and build relationships with other teams to ensure effective dialogue between departments
  • Must be “customer focused” and with an understanding of “client” requirements and orientation towards service of others
  • Must be able to take the initiative when addressing problems
  • Must be a good influencer and negotiator when dealing with multiple 3rd parties and key stakeholders
  • Ability to be firm but fair when dealing with Technology change and the effect it may have in the organisation
  • A highly motivated individual, the candidate will possess good time management skills
  • Ability to work on one’s own and as part of a team
  • Without the need to be totally extroverted, will have a generally outgoing personality and enjoy social interaction
  • Must be able to communicate effectively with employees from all parts of the company, and able to present a highly professional image when representing the organisation
  • Must demonstrate a thorough approach to work, and able to organise themselves and others effectively
  • Must be an effective team member, with sufficient flexibility and willingness to take on roles outside their normal functional responsibility when required
  • Must possess confidence in own abilities and display admirable leadership qualities
  • Must have the stamina and perseverance to cope with heavy workloads
  • Must have strong negotiating and influencing skills

Additional Information:

All Role Holders must maintain an appropriate standard of confidentiality. Any disclosures of confidential information (including personal information kept on computer or other media) made unlawfully outside the proper course of duty will be treated as a serious disciplinary offence

Personal circumstances must allow the candidate to work extended hours on occasion during times of peak activity including evenings and weekends

Role holders not based at the Twickenham headquarters must be available to work from there as and when required

The role description, person specification, role grade and role title may be subject to change at the discretion of the RFU and in accordance with business developments. Any changes will be communicated to the role holder as appropriate

Requirement to work on event days, as required, in order to make sure the required services are performing at all times

Out of hours support on a rota basis

If you would like to find out more about our diversity and inclusion work, or about the culture at the RFU,

Additional Information

Full Time
Job Type
Sports Technology
Rugby Union

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