PERFOMANCE PROFILE - Highland Spring Group

Job Description
Job Title:
Technical Services Manager
Reports to:
Head of IT
Direct reports: Technical services team (3 FTE)
Reporting directly to the Head of IT the role is a key part of the IT leadership.
Ensures operational effectiveness and availability of the IT systems and technical
infrastructure across all Highland Spring sites delivering appropriate maintenance,
continuity, disaster recovery facilities and service levels for a 24x7x365 operation.
Proactively maintains and supports all infrastructure and technical system, reviewing,
recommending and implementing improvements to support business strategy.
Leads the technical services team and drives operational and service excellence,
providing high quality IT support across the whole business.
Lead, motivate and guide team members in line with company values to maximise
employee engagement and delivery of business objectives.
Manage 1st line support and support of the core IT infrastructure utilising ITIL
processes and best practices to ensure support calls are closed within established
SLA targets, system functionality is maintained and aligned with business
priorities and needs, thorough root cause and preventive measures are
implemented for all incidents, key users are supported in training solutions across
their teams and function.
Ensure appropriate disaster recovery capability is in place and validated by
developing, reviewing, and testing all back-up and disaster recovery procedures
and plans;
Interact with internal customers to resolve IT-related issues in a timely manner.
Ensure support for 7x24 business critical systems with efficient & agreed service
levels, responding to escalated issues (in and out of hours);
Maintain security and privacy of the information systems, communication lines,
and equipment, implementing security policies as required.
Oversee administration and maintenance of the company networks and IT
infrastructure including system backups, archiving, disaster recovery and liaison
with 3rd party support. Work with partners to resolve problem areas with constant
performance management and improvement.
Manage and develop upgrades to systems.
Manage the purchasing and disposal of all software, hardware and other IT
supplies. Ensure that company assets are recorded and maintained responsibly.
Define detailed work plans for self and project teams, including resource
allocations and availability, support activities, as well as delivery of new requests
and projects.
Technical competency and knowledge
 Technical infrastructure and estate management, demonstrating in-depth
knowledge of Microsoft and networking technologies, desktop setup and
management and data centre technologies including SANs and servers;
 A good working knowledge and understanding of best practice standards in service
delivery and management of operational integrity;
 Service delivery mentality with attention on the needs of the customer;
 Demonstrate a desire to question processes and efficiency and to seek constant
improvement in the IT infrastructure and service.
Prior experience & qualifications
 Minimum of five years of experience in technical operations management and
working in a service delivery capacity;
 In depth knowledge of Microsoft Operating System Technologies, including but
not limited to Windows Server, Microsoft Windows Operations System;
 Understanding of Device client Management tools;
 Able to support a Microsoft Active Directory/Exchange/MSOffice environment;
 MCP or MCSE qualification / ITIL certification desirable;
 Knowledge of Networking Technologies;
 Prior experience working within FMCG/drinks sector desirable;
 A basic financial understanding and business acumen.
 Driving license
 Identify opportunities to use new and existing technology to support business
strategy and growth;
 Remain at the forefront of emerging industry and technology practices.
People and Organisation
 Manage and support direct reports to ensure they are working on correct priorities,
meeting deadlines, delivering business demands against agreed SLA’s and KPIs’,
being challenged, and have the appropriate level of training and support;
 Lead, motivate and develop team members to maximise employee engagement and
enhance service delivery;
 Work across the IT team, proactively sharing knowledge with other team members
and driving increased IT skills throughout thus encouraging an environment for
team members to contribute to the overall success of IT.
 Support and mentor team members’ development and address issues as
appropriate. Ensure PDEs are in place that recognize areas for personal
improvement and provide the training, direction and support that delivers (1)
effective cross-training of skills, (2) development plans aligned with personal and
team goals, and (3) challenging objectives.
Persuading and Influencing
 Excellent communication and team working skills;
 Makes a strong personal impression on others
 Gains clear agreement and commitment from others by persuading, convincing
and negotiating
Delivering Results and Meeting Customer Expectations
 Focuses on customer needs and satisfaction
 Individually driven to deliver results. Determined and resilient with ability to
drive service, solutions and excellence through to completion across any
 Individually driven to deliver results. Determined and resilient with ability to
drive service, solutions and excellence through to completion across any
 Demonstrates analytical and logical thinking with an ability to think creatively to
solve problems and provide direction to technical resources;
 Ability to successfully partner with a wide array of technical and non-technical
resource both internal and external