Role Description

PMO - Operations Manager at IT Lab, London

Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work. 

Following the completion of a significant equity investment in June 2016, our strategy is to continue to deliver significant growth, both organically and through acquisition, evolving our proposition and positioning to reach a broader target audience.

The Role

  • To line manage the Technical Team and Project Management team
  • To positively influence client retention through the provision of unparalleled service quality
  • To drive invoicing performance and delivery efficiency
  • To manage product research & development
  • To manage and mentor the Project Management and Implementation teams
Duties and responsibilities will include (but are not limited to):
  •  Show strong leadership and management of all direct reports within PM and Implementation teams
  •  Ensue high quality project delivery (on time and on budget mentoring project management where appropriate)
  •  Ensure IT lab minimum standards are met and documented procedure is adhered to
  •  Ensure existing vendor accreditations are maintained and achieved in line with company requirements
  •  Management of product development schedule, results and associated bonus scheme
  •  Assistance and governance in the development of processes/procedures where appropriate
  •  General resource scheduling and visibility
  •  Handling of client service issues related to project delivery
  •  Working to defined team targets for invoicing, realisation, efficiency and quality
  •  Monthly residual forecasting and lead time publication
  •  Regular monthly meetings and annual appraisals
  •  Quarterly Team Meetings
  •  General – Holiday, Sickness, Recruitment, Disciplinary management
  •  Monthly management/performance reporting to Head of Project Management Office\Director of Infrastructure
  •  Deputise for Head of PMO as required (Sickness/Holiday etc.)
  •  Assist with and lead on initiatives to improve the department and operational efficiencies

Key performance indicators (KPIs)
  •  Accurate capturing of time logging based on work conducted
  •  Diligence in ticket; task and project ticket management system
  •  Successful Project completion (i.e. no tickets raised following implementations)
  •  Thorough; clear and accurate documentation
  •  Customer satisfaction\feedback survey responses
  •  Utilisation\Realisation on a per engineer basis
  •  Show demonstrable contribution to the continued improvement of the department


Location and environment
This role will be based in our head office in Russell Square, London, however you will work amongst a team split across our Cape Town, Manchester and London offices. Our culture is non-hierarchical and one which stems from a hardworking but have fun environment.  We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form.
If you think you are a results oriented, positive, strategic thinker as well as tactical practitioner, then the Lab is the place for you.  

Required skills and capabilities
The ideal candidate will have/be:

Specific capabilities required

  •  Excellent knowledge of the outgoing product portfolio
  •  Good general technical understanding of current technologies and industry terminology
  •  High quality documentation
  •  Strong working relationship with clients & peers
  •  Strong working relationship with Support Services
  •  Able to motivate and manage resources
  •  Able to prioritise under pressure and work to deadlines
  •  Focussed on company performance targets
  •  Flexible, calm and approachable
  •  ‘Can do’ attitude
  •  Understanding and demonstrating a clear work ethic and culture

Generic essential individual attributes

  •  excellent organisational and planning skills
  •  effective time and diary management skills
  •  excellent customer service skills
  •  ability to listen and interpret customer needs
  •  ability to work well within team, supporting other team members
  •  ability to learn quickly and adapt to change
  •  calm, positive and responsive under pressure
  •  ability to liaise with all levels of customers and interpret and provide information in a logical and meaningful manner
  •  honest, responsible, diligent, organised and knowledgeable
  •  needs to uphold IT Lab’s brand when onsite which includes personal conduct and attire to suit the environment
  •  willingness to gain own relevant qualifications and accreditations

The Package
  •  Package dependent on experience
  •  Office located in Russell Square - great central London location
  •  22 days’ annual leave
  •  Pension, healthcare, discounted gym membership (a whole array of benefits)
  •  40 hours a week (Monday to Friday between the hours of 7am to 7pm)
  •  Continual professional development plans 
  •  Excellent benefits such as free breakfasts, pre-pay day pizza, on site massage days and loads of social activities!


Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.