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IT Operations Manager

The IT Operations Manager role will support the day to day studio operations, having responsibilities which include overseeing the support life-cycle and escalation paths, supplier management, financial management, staff management and release planning activities for projects and processes affecting Crystal.

The IT Operations Manager is also accountable for managing all IT Service Management practices across the studio, in accordance with the global enterprise. Drives continual service improvement across the IT organization, and is the owner for the IT Service Management platform for the studio.

Will work directly with the ITSM Programme team, the IT Support Manager and other Project Managers to ensure proper and successful rollout of all global initiatives.

• Work alongside the IT support manager and assist in delivering a high quality, efficient and effective service to the studio.
• Oversee escalation to global support teams
• Communication with the global teams/sites, for services & projects impacting Crystal staff or led by Crystal and with potential to impact other sites.
• Work alongside the IT support manager to optimize workload management and work prioritisation for the IT support teams, supporting the studio, which includes dotted line reporting for the local Level 3 teams.
• Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.
• Create and maintain ITSM training, policy, process and procedure documentation, together with the allocated support headcount.
• Facilitate and chair ITSM operational meetings, reporting on such oversight and driving corrective actions.
• Create and execute ITSM compliance and audit framework across the IT organization.
• Participate in ITSM initiatives for all the teams represented or included in the support models for all the services provided by our organization.
• In partnership with IT Project Management Office, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified services.
• Identify automation opportunities and facilitate implementation.
• Represent ITSM as the process expert at executive briefings, workshops and external events.
• Provide ITSM mentoring and training to peers and other colleagues in the organization.
• Own ITSM Roadmap from an IT Process perspective.
• Performance management from an SLA & KPI level.
• Major Incident Management responsibility, aligned with the global Major Incident Management process. The schedule will be detailed in the global ROTA.
• Host Major Incident Review calls to determine root cause and action plan towards preventing problem recurrence.
• Work together with the IT Support Manager on staff recruitment, staff retention and staff development strategy.
• Support the queue management process.
• Manage and maintain ticketing system, documentation and training materials.

• 3+ years of experience in Service Management
• 3+ years of relevant experience IT management
• Experience in line management and employee development.
• Exceptional customer service and communication skills.
• Strong leadership ability, and be able to influence others across the IT organization and within the business.
• Experience with producing and analysing reporting data & trends.
• Studio support experience.
• Supplier management experience.
• Detailed experience managing or leading IT Service Management in an enterprise environment.
• Good ITIL knowledge and ability to demonstrate and clearly articulate understanding of Process governance.
• Extensive experience with management of an enterprise ITSM platform.
• High level of experience with systems analysis and design, business requirement definitions, data and process modeling, system workflow definition and implementation.
• Strong organizational skills and ability to work successfully with many high priority demands.
• Thrives in a fast paced, growing environment with minimum supervision while working well with others and participating as a team player.
• ITIL accreditation or equivalent.
• Exposure to ITSM tools.
• Analytical, problem solving and root cause identification skills.

• Contract management experience.
• Project Management experience.
• Experience with reporting tools.
• Atlassian products experience.
• Work experience in the gaming industry.
• Passion for video games.