The role

We are looking to hire a first-rate IT Services Lead, someone who can take responsibility for managing and maintaining our organisation’s service infrastructure. We’re a cloud-based SaaS company, and as such, all our supporting systems (email, sales, information management, finance, etc) are cloud based as well. We need someone who can take control of the wide variety of tools we use, and help map them into a cohesive whole, streamlining processes and ensuring the security and safety of our systems and data.

In this role, you will work with people at all levels across the entire organization. In particular, you will work with the People & Culture team for creating friction-free staff on and offboarding processes, and with Security to ensure all of our services are set up correctly, and access controls are in place.

Your ticket to success:

• Inspire others. You take great pride in your work, have an eye for detail, and inspire others to do the same. You can manage balancing user needs, with security, automation and the need for speed and efficiency
• Design with quality. You can take a step back from the details, seek to understand the bigger picture and advise the wider Cloud and Operations teams on appropriate architecture and technology choices. The quality of your work is at the highest level and you’re able to review others' work to ensure it is of the same caliber
• Collaborate. You will be called upon to work with every department, so an ability to bring people together to ensure system and service goals are met will be essential.
• Be proactive. Your input and innovation are vital to ensure continuous improvement. You proactively identify areas that need modifying / could be improved across the enterprise services and technology stack, and drive improvements.
• Be an advocate. For FrankieOne, for our product, and our values.

In a previous life, you have:

• 5 plus years experience in managing/automating service desk onboarding and onboarding of staff.
• 5 plus years experience in managing/automating hardware and software provisioning.
• 5 plus years experience in managing/automating hardware asset life cycle management.
• 5 plus years experience in managing/automating the software asset life cycle management, licensing, contract management, patching/updates.
• 5 plus years experience in managing Endpoint devices (via MDM)
• 5 plus years experience in remotely troubleshooting OS issues (windows, linux, mac)
• 3 plus years experience in managing IDP and SSO configuration and user provisioning, particularly with Google Workspace
• Experience working with multiple stakeholders across the organization (Executives, People & Culture, Security, Engineering, Ops, Finance, Sales etc)
• Experience working in an ISO27001, SOC2 and GDPR compliant organization.
• Experience in using modern tools like Google Workspace, Confluence, JIRA, Slack.
• Excellent written and verbal communication
• Work collaboratively with a global team environment

Ideally you have:

• Certified in ITSM/ITIL.
• Exposure to DevSecOps practices.
• Strong scripting and automation skills
• Experience working in a fast growing fintech startup.
• Experience in system administration of a wide range of cloud-based services, such as Rippling, Hubspot, Atlassian Suite, Google Workspace and more.
• Experience in integration via REST, GraphQL API or RPA for IT automation.
• Exposure to AI, automation, No/Low Code tools to build and accelerate delivery.