The purpose of this role is to own the BAU Operations and service management elements of the Technology services, to drive improvement of the quality and consistency of the services provided across the 4 business divisions and central services.

This role is an opportunity to define the way operational services should operate and implement that vision for our growing business by partnering with our Business leaders the Technology Leadership team and our key vendor partners. Given Maximus’s growth plans this role will continue to grow and evolve at a rapid pace so the ability to define and absorb change is key.

Operations Director key accountabilities

Manage Operational services for Infrastructure, End User Computing, Solution support and Service management to meet business needs, agreed Service levels and efficiently. With the ability to absorb new services at pace.

Manage Operations following ITIL standards

Incident and Problem ManagementChange Management governance assuring all Architectural, Security and Data Privacy Compliance actions are complete prior to go live. Maintain a full inventory of Technology Assets and Service Catalogue Maintaining a secure environment and assuring compliance with CE+, ISO27001, SOCs, SOXs to standards deliver to the standards required by our Clients and Maximus. Drive Continuous Improvement of operations to maintain and improve service levels as continue to growTransformation
Drive a significant improvement in end user experience and cost optimisation of services by developing and delivering Operations Service & Infrastructure improvement roadmap including simplification of landscape and utilising technologies such as automation, cloud services, optimisation of outsourcing services and partnerships. Ownership and champion of Technology Service standards across Technology organisation and promote continuous improvement using Digital methods and toolsDelivery of Infrastructure projects
Deliver Infrastructure improvement and new service projects on time, to budget and quality across all Business Divisions and central services Support new contract delivery by providing required Infrastructure, End user computing and technology service introduction Integrate technology service operations for M&A activities aligned with growth plansStakeholder Management
Maintaining transparency of Services through active review and communication of operational performance to SLAs to key stakeholders in all Divisions Leadership teams. Ensuring effective communications to operational stakeholders with high levels of engagement re operational technology servicesFinancial management
Contribute to the annual budget process and manage finances to forecast 3rd Party Provider Management
Partner with 3rd party outsource and solution providers to manage performance to agreed SLAs and drive innovation of servicesLeadership & Management
Ensure effective collaboration between all service contributors (internal Maximus resources, contract resources, and any external resources, e.g. technology suppliers/partners).Provide active leadership and management of Operations team members, ensuring and supporting achievement of consistent standards and processes across Maximus resources, contract resources, and technology suppliers/partners. Manage and develop the Maximus Operations team to meet their individual potential and develop the future capability needs of the business.Salary Banding: £125k - £140k plus £8k car allowance

Qualifications and/or Experience

Degree level or equivalent in Information Technology, Computer Science, or related field of study OR an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job, ie has level of technical competence to effectively manage the required operational scale to agreed standards5+ years experience leading Technology Operations teams Substantial experience of operating and transforming technology services in complex environments with tight timescales and marginsTrack record of delivering continuous improvement and management of people change to improve performance of operations.Trained in and demonstrable experience of using ITIL, Continuous Improvement methods eg LEANExperienced in delivering and improving Operational services to meet and maintain ISO and CE/SOC compliance certificationDemonstrable experience of managing operations to high service standards through technology suppliers / 3rd parties. Experience of DevOps and Agile delivery methodsExperienced in successfully applying digital solutions to improve operational performance eg automation, Self service for users etc
Individual competencies
Proactive, methodical, and thorough approach to operations management Excellent ability to communicate in both written and oral forms, to technical and non-technical audiences at all levels of the organisationAbility to work independently to objectives and manage multiple high priority initiatives in parallel.Customer and user focussed, with the ability to understand and manage stakeholder goals and priorities across multiple Business DivisionsFlexible and pragmatic attitude, with the ability to work effectively in a fast paced, ambiguous environment.Excellent influencing of peers, senior executives, customers and partners in delivery of operational priorities and maintaining positive and productive relationships. A strong experienced leader of people, creating high performing teams through times of change

Key Business PrioritiesInternal

Technology VP & Leadership Team Business Divisional Senior Leadership Teams Global Operational teams to leverage existing services and share experiencesProcurementTechnology Delivery Managers & Stakeholders ExternalTechnology suppliers / operational partner organisations who undertake technology support Customers/Clients where direct management of operations or integration is required.

EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.