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IT Operations Manager

London Luton Airport (LLA) is one of the UK’s busiest airports, carrying 16 million passengers in 2023. The airport is operated by a consortium of which the majority shareholder is AENA, the world’s largest airport operator, and InfraBridge, a specialist global investment manager. Airlines operating from LLA include easyJet, Wizz Air, Ryanair, TUI, FlyOne, SunExpress, Dan Air and El Al.
As Luton’s biggest employer, LLA is uniquely positioned to make a significant positive impact on the local region and its economy, currently supporting around 27,000 jobs directly and through its supply chain.
LLA is committed to playing a leading role in making aviation sustainable and has been named as the best performing company by GRESB, an internationally recognised sustainability framework that benchmarks environmental, social and governance (ESG) management and performance.

Department: Information Technology 
Reports to: Head of IT
Work Pattern: Mon-Fri 9am-5:30pm

MAIN PURPOSE OF POST:

As part of the ongoing IT improvements required as part of business growth, the IT function for the airport is changing. The newly formed position of IT Operations Manager will be reporting to the Head of IT and working daily with the IT Support and IT Data teams ensuring the performance, security, uptime, and availability of critical IT and airport services across various technologies.

MAIN DUTIES WILL INVOLVE THE FOLLOWING:

  • Oversee the day-to-day running of the airport’s IT Operations.
  • Responsible for the operation and continued improvement of the existing IT Support service.
  • Management of the IT Support and IT Data Science teams.
  • Ensure availability of all critical IT services.
  • Lead on major incidents concerning the loss of critical IT services.
  • Develop new and revise existing IT policies and procedures to a compliant, mature level.
  • Take a leadership role in the implementation & maintenance of new compliance standards: ISO27001, NIS Regulations, GDPR / Data Protection regulations.
  • Implement best practice for SLAs, contract, and service management. e.g. ITIL.
  • Develop effective IT and business data management and reporting.
  • Oversee the effectiveness and resourcing for the IT Operations function, including outsourced support areas.
  • Develop cloud support capability (AWS/Azure) to support new and emerging technology platforms.
  • Grow, coach and mentor the IT Operational teams alongside the continued growth of the airport and IT function.
  • Implement a structured training and development plan for the IT Operations team.
  • Liaise closely with the IT Projects team and support for the transition of new services into operations.
  • Develop robust and effective solutions for IT Disaster Recovery and Business Continuity.
  • Manage stakeholder relationships both inside and outside the IT department.
  • Duty of care to proactively manage the health, safety, and wellbeing of direct reports, in line with the relevant policies and procedures, and implement support accordingly.
KEY REQUIREMENTS FOR THE ROLE:
Essential
  • A least 2 years of previous experience managing the day-to-day IT Operations of a medium to large, customer-facing organisation.
  • Experience as a key contributor to a large-scale IT improvement programme and knowledge of the associated challenges, is essential.
  • Experience in a regulated environment.
  • Experience implementing and maintaining ISO and GDPR compliant procedures.
  • Experience implementing IT Service Management best practices, ideally ITIL processes.
  • Exceptional communication skills, comfortable managing relationships with multiple stakeholders simultaneously at various levels, both internal and external.
  • A keen eye for detail, as one error can have a knock-on effect for thousands of passengers.
  • Experience growing and mentoring IT Support teams.
  • Knowledge of various ITSM products and how to maximise their usage.
  • The ability to be flexible and innovative in resolving issues.
  • Always working toward clear, critical thinking and committed decision-making.
Desirable
  • Experience implementing new ITSM products into an existing IT service.
  • Experience working with IT Data Science teams and resources and associated Data tooling (E.g. Enterprise Data Warehouse platforms, PowerBI, Crystal Reports)
  • An interest in the air transport industry, the airport and its far-reaching positive effects would be advantageous.
PERSONAL SPECIFICATION:
  • Communication. Structures and conveys information and ideas effectively. Communicates to ensure they are understood by others, that they understand others and share information with colleagues at all levels.
  • Customer Focus. Understands what the customer needs and then works to exceed their expectations and meeting their individual needs.
  • Achieving results. Knows what needs to be achieved by when. Anticipates obstacles. Motivates self and others to overcome barriers and achieve results.
  • Personal Responsibility & Credibility. Take personal responsibility for making things happen and achieving results. Displays commitment, accountability and conscientiousness. Acts with integrity.
  • Strategic Perspective. Addresses issues with a broad view to achieve the organization’s goals. Thinks beyond the immediate and prepares for the future
  • Planning & Organising. Identifies a goal and puts in place a sequence of steps to ensure priorities are delivered on time, making effective use of resources
  • Team Focus. Develops effective working relationships inside and outside traditional boundaries to achieve organisational goals. Breaks down barriers between groups and involves others in discussions and decisions
You will be required to pass a range of referencing and vetting checks, including a Criminal Record Check and for certain roles a Counter Terrorism Check. You must also have lived in the UK for at least 3 years with a 5-year work history, unless in education.

This job description is intended to give an appreciation of the role and the range of duties and responsibilities to be undertaken. It does not attempt to detail every activity. Specific task and objectives will be agreed on an on-going basis. The post holder will be required at all times to perform any other reasonable tasks, as requested by the Line Manager in order to meet the operational needs of the business.
 
For any further information, please contact the Human Resources department [email protected] London Luton Airport Operations Ltd collects your personal information when you submit your application. For more details about the personal information LLA collects, how we collect it, why we need it, what we do with it, how long we keep it and what your rights are, please see our privacy notice at https://www.london-luton.co.uk/privacy-notice.
 

LLA is committed to fostering, promoting and preserving a culture of diversity, equality and inclusion, as we carry out our mission.  We will always be respectful and seek to learn from those different from ourselves.  We strive to be an equal opportunities employer and we are determined to ensure that no applicant or employee has a negative experience for being who they are.  We welcome all applications!

To apply:

Please email your CV and covering letter to [email protected] using reference ITOM1804 in the subject line.